Duty Manager Environmental

4 weeks ago

Gateshead, United Kingdom Savills Full time

**Purpose of the Role**

The purpose of the Duty Manager role is to take responsibility for operational delivery at the centre in line with our objectives of delivering a first-class customer experience at the centre.

As part of a team of duty managers with responsibility for the delivery of exceptional customer service standards you will have direct line management responsibility for the ES Internal & External Night Cleaning & Security Team.

You will support the ESM in the operational management and delivery of all cleaning and waste management within the shopping centre. This will include compliance, statutory, contractual and company regulations and processes.

**Key Responsibilities**
- Delivering a safe, clean and attractive environment for customers, retailers and team members, ensuring all the building, malls and car parks are fit for purpose.
- Ensure daily quality audit checks are completed in line with agreed schedules.
- As a leader in customer experience, you will encourage and develop a passion for excellence in delivering exceptional customer service across the whole centre team.
- Ensure full and active participation in the daily huddles and departmental briefings from your team. Communicate relevant and business critical information and objectives to the team.
- Provide team support, coaching, development and training including toolbox talks and risk assessment training for health and safety.
- Manage local HR related issues and assist with HR administration, including performance reviews, performance management and absence reporting.
- Undertake regular retailer tenant visits to maintain positive working relationships, gain constructive feedback and provide support and assistance.
- Ensure mall trading clients are operating within the centre’s guidelines.
- Lead in the coordination of emergency situations and crisis management to ensure business continuity is retained.
- Ensure all accident and incidents are reported and recorded correctly.
- Ensure that all visiting contractors comply with the health and safety provisions of the centre(s) and assist in the supervision and guidance given.
- To oversee the training of new staff, maintain training records lead induction process.
- To liaise with, and monitor performance of contractors on site.
- To ensure all equipment/machinery is in good working order. To report any machine faults to ensure repairs are carried out quickly to minimise downtime.
- Ensure a timely response to all cleaning and waste issues and events
- Ensure all periodic cleaning tasks are carried out to schedule.

**Skills, Knowledge and Experience**

Person specification:

- Demonstrate excellence in oral and written communication.
- Standards driven; with strong attention to detail.
- Experience of engaging and influencing both management and delivery teams.
- Ability to work well with others and continue to deliver results under pressure.
- Excellent interpersonal skills and an ability to establish credibility quickly.
- Utmost discretion when dealing with sensitive or confidential information.
- Strong organisational and task management skills.
- Solve problems and provide innovative solutions.
- Be someone who takes initiative and drives for results.
- Confident decision maker, possessing strong leadership skills and people management experience.
- Experience in a similar fast-paced customer facing environment.

Qualifications and experience:
Essential:

- Experience of managing a team, across a variety of disciplines.
- Experience in a similar fast-paced customer facing environment.
- Experienced and competent in H&S arrangements.

Desirable:

- Previous experience working for a company in the facilities, retail, and hospitality sector recognised as an employer of choice or striving to obtain employer of choice status.
- Knowledge of facilities management operations.
- NEBOSH Certificate.
- IOSH qualified.
- ILM NVQ level 3 or equivalent.

Working Hours - Full time / 40 Hours over 7 days

LI-DNS

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