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Duty Manager Nights
2 weeks ago
**_This role is being advertised by Savills Management Resources (SMR) a wholly owned entity of Savills (UK) Limited but a separate employing entity which is not accredited by Real Living Wage Foundation._** **Purpose of the Role** The purpose of the duty manager role is to take responsibility for operational delivery at the Derbion Shopping centre in line with our objectives of delivering the best customer experience at the centre. As part of a team of duty managers with full operational responsibility for the delivery of exceptional customer service standards, you will have direct line management responsibility for teams including, but not restricted to, cleaning, customer servicesand security **Key Responsibilities**You are to promote our operational focus on compliance, communication, consistency and collaboration in all you deliver. To support Derbion’s corporate responsibility objectives including personal support to community projects and activities. Delivering a safe, clean, and attractive environment for customers, retailers, and team members, ensuring all the building and malls and car parks are fit for purpose. Ensure daily quality audit checks are completed in line with agreed schedules. Maintain regular contact with centre management team and deal with any issues efficiently and in a professional manner. 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. Ensure all team members adhere to Derbion’s appearance guidelines always whilst on duty. Provide team support, coaching, development, and training including toolbox training. Manage local HR related issues and assist with HR administration, including performance reviews, performance management and absence reporting. Work in partnership with HR to ensure compliance with employment legislation and best practice and ensure HR procedures are always adhered to. Check absence, overtime, and complete timesheets for payroll to administer. Ensure the effective management of stock in line with operational requirements. 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 Derbion’s guidelines. Induct new retailers and managers (as required), ensuring adherence with centre based policies and lease requirements. Engage and respond to customer complaints and provide feedback to comments. Lead in the co-ordination of emergency situations and crisis management to ensure business continuity is retained. Ensure all accident and incidents are reported and recorded correctly. Identify centre improvements and ensure ideas are escalated through correct channels. Manage and ensure compliance with all aspects of health and safety / quality assurance / environmental requirements across the centre. Ensure compliance with security requirements as set down by the Security Industry Authority (SIA). Ensure security standards are maintained in accordance with the assignment instructions and SOP’s. Ensure environmental standards are maintained in accordance with assignment instructions and SOP’s. Manage all subcontracted and brought in services for cleaning and security. Develop strong relationships with marketing and the wider support teams to support the delivery of quality events. Provide duty management cover on rotational basis and act as the responsible person at the centre for all escalation points where applicable for the centre.
