Purpose of the Role
The Duty Manager plays a key operational leadership role in the day-to-day running of a busy shopping centre, ensuring a safe, secure, well-presented and welcoming environment for all visitors, retailers and colleagues.
Acting as the senior on-site representative during shifts, the Duty Manager provides hands-on operational oversight, coordinates service partners, responds to incidents and customer issues, and upholds high standards of customer service, safety and compliance across the centre.
This is a highly visible, “on-the-floor” role requiring confident decision-making, strong communication skills and the ability to lead through influence rather than direct line management.
Key Responsibilities
Operational Management
- Take responsibility for the smooth day-to-day operation of the shopping centre during Duty Management shifts
- Act as the primary point of contact for operational issues, incidents and escalations involving retailers, customers and service partners
- Ensure centre presentation, cleanliness, security and operational standards are consistently maintained
- Monitor trading activity, footfall and centre conditions, responding proactively to issues as they arise
Safety, Security & Compliance
- Lead on-site incident management, including emergency situations, evacuations and business continuity responses
- Ensure compliance with Health & Safety legislation, centre policies and risk assessments
- Liaise closely with security teams to manage incidents, conflict resolution and anti-social behaviour
- Complete incident reports and ensure appropriate escalation, investigation and follow-up actions
- Support audits, inspections and safety reviews, including contractor compliance
Team Coordination & Leadership (Non-Line Management)
- Provide day-to-day operational leadership to on-site teams, including cleaning, security and customer services, through non-line management supervision
- Coordinate service partners to ensure effective deployment of resources and consistent service delivery
- Provide real-time feedback, coaching and guidance to teams to maintain service and behavioural standards
- Escalate performance concerns to line managers and contribute to service improvement discussions
Customer & Retailer Engagement
- Proactively engage with shoppers and retailers, providing visible leadership and support
- Handle customer complaints and retailer concern professionally, ensuring timely resolution and clear communication
- Support retailers with operational queries, trading issues and centre procedures
- Act as an ambassador for the centre, always promoting a positive internal and external customer experience
Reporting & Performance
- Record and report incidents, operational issues and daily activity using centre systems
- Monitor key operational KPIs and standards during shifts, highlighting trends or risks
- Provide clear handovers and updates to centre management and relevant teams
- Undertake any other reasonable duties required to support the effective operation of the centre
Skills, Knowledge and Experience
Essential
- Proven experience in an operational role within a shopping centre, retail, facilities, hospitality or similar fast-paced environment
- Strong customer service and conflict-resolution skills
- Confident decision-maker, comfortable managing issues in real time
- Clear and professional communicator, able to influence and coordinate teams without direct line management
- Strong attention to detail with the ability to maintain high operational and presentation standards
- Comfortable working “from the floor” in a visible leadership role
Desirable
- Experience in incident management, emergency response or business continuity
- Understanding of facilities management operations and service partner coordination
- Basic commercial awareness, including budgets, service contracts or KPI monitoring
- Experience working in large, complex or high-footfall environments
Essential
Desirable
Working Hours - 4 on 4 off rota pattern across a 7 day working week
Salary - £37,136
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Please see our Benefits Booklet for more information.
