Duty Manager - Lakeside Shopping Centre

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 full operational responsibility for the delivery of exceptional customer service standards, you will have line management responsibility for the Soft Service teams teams.

You will be a result driven people manager with the ability to adapt to a fast-paced changing environment. You will proactively champion brand initiatives through clear communication, coaching and engagement with the delivery teams. Along with enhanced customer relationship skills, you will possess the ability to act decisively with an uncompromising eye for detail; to ensure the centre is immaculately presented, safe and secure throughout trading times. The role will suit candidates who enjoy managing “from the floor” and not from a desk.

Key Responsibilities

Behaviour and culture:

• You have a clear vision for the application of World Class Service in all endeavours. You lead by example, uplifting the team, and instill a passion for excellence in delivering customer service. World Class Service not only relates to our customers, but to all stakeholders, including contractors, retailers and colleagues.
• You promote our operational focus on compliance, communication, consistency and collaboration in all you deliver.
• You support corporate social responsibility objectives including personal support to community projects and activities.
• You are an ambassador for the centre and for Soft Services, and as such you will actively promote recognition for the team, the centre, and the wider business through your exemplary behaviour.

As Duty Manager your daily activities will include:

• 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 and presented to the expected standard.
• Ensure daily quality audit checks are completed in line with agreed schedules.
• As leaders in customer experience you will encourage and develop a passion for excellence in delivering exceptional customer service across the whole Lakeside Centre team.
• 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 the Lakeside Centre’s appearance guidelines whilst on duty.
• Provide team support, coaching, development and training including tool box training.
• Manage local HR related issues and assist with HR administration, including note taking, performance management and absence reporting.
• Work in partnership with HR to ensure compliance with employment legislation and best practice and ensure HR procedures are adhered to at all times.
• 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 in conjunction with the Marketing and Retail liaison team.
• Ensure mall trading clients are operating within Lakeside Centre guidelines and provide feedback to retailers and the wider team as required.
• Induct new retailers and managers (as required), ensuring adherence with centre based policies and lease requirements.
• Engage with customers and provide feedback to comments.
• Respond to front line customer complaints as required.
• 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.
• Support and drive the quality assurance best practice in line with ISO 9001 and OHSAS 18001 qualifications.
• Support Savills corporate social responsibility objectives including personal support to community projects and events.
• Manage all sub contracted and brought in services for cleaning.
• Develop strong relationships with marketing and the wider support teams to support the delivery of quality events.
• Proactively champion steps to success – the ongoing development of centre based delivery teams to ensure confidence and excellence in customer service and operational delivery.
• 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.
• Ensure the effective use of equipment and materials. Monitor the use of materials and arrange orders for stocks as necessary.
• Report all defects in the centre through the appropriate channels making sure they are followed up and checked.
• Responsibility for cash handling and management of lost property when required.
• Keep all site-based company information manuals up to date and available.

Skills, Knowledge and Experience

Person specification: