Duty Manager

SHIFT PATTERN: VARIOUS 4 DAYS OVER 7, 40 hours per week

ROLE OVERVIEW AND PURPOSE

To support the on‑site operational delivery of soft services at The Gyle to the premium standards expected by both ABM and The Gyle Centre Management.

The Duty Manager acts as the first‑line operational manager on site, holding responsibility for the safe, secure and effective day‑to‑day operation of the Centre during assigned duty periods.

The role requires visible leadership, sound judgement and the ability to manage live operational issues before escalation to Centre or Client Management where appropriate.

The postholder is responsible for ensuring that the shopping centre, both internally and externally – including public areas, service yards, access roads, washrooms and back‑of‑house areas – is clean, safe and secure, and maintained through a planned and proactive approach.

KEY RESPONSIBILITIES

• Manage the day‑to‑day operation of Security and Cleaning services at The Gyle in line with company policies, procedures and service specifications
• Act as the first point of operational management control on site, addressing issues and incidents as they arise during duty periods
• Provide visible leadership across the Centre, ensuring high standards of safety, security, cleanliness and presentation are maintained
• Support and liaise with the Centre Management Team, providing operational updates as required
• Ensure Security and Cleaning teams consistently meet service and customer experience standards
• Support colleague training, development, wellbeing and health & safety compliance
• Ensure all SIA licensing, vetting and compliance requirements are maintained
• Support the development of security skills, emergency response readiness and on‑site capability
• Maintain flexibility to meet changing operational demands and identify opportunities for service improvement
• Control staff deployment, rotas, payroll inputs and manning levels during duty periods
• Carry out site inspections and audits to ensure standards are consistently achieved
• Manage incidents and accidents, ensuring correct response, reporting and escalation
• Ensure all risk assessments, method statements and site instructions remain current
• Ensure the safe and correct use of equipment and cleaning chemicals in line with COSHH
• Support event operations and ensure appropriate staffing and resources are in place
• Maintain accurate logs, reports and records, completing all required documentation
• Foster strong working relationships with retailers, contractors and stakeholders on site
• Promote a "one team" approach between ABM and Gyle Centre Management
• Undertake any reasonable duties necessary to support the effective operation of the Centre
• REQUIRED SKILLS AND EXPERIENCE
• Proven experience working in a Duty Manager, site supervisor or first‑line management role within a live operational environment
• Valid SIA Licence with practical experience in security operations
• Demonstrable experience overseeing or supporting cleaning operations, with an understanding of service standards and site presentation
• Experience operating as the first point of management control for incidents, issues and operational decisions
• Strong understanding of health & safety requirements within a public, high‑footfall environment
• Confident managing and directing frontline teams across shifts
• Experience dealing with incidents, emergency response and escalation procedures
• Able to make sound, timely decisions under pressure while maintaining control of the site
• Clear and effective communicator, both verbally and in writing
• Competent in completing logs, reports, incident records and shift handovers
• Comfortable liaising with Centre Management, retailers and stakeholders when required
• Well organised, reliable and able to manage competing priorities during live operation
• PERSONAL ATTRIBUTES
• Proven experience delivering security and cleaning services to a high standard
• Experience operating in a Duty Manager or first‑line site management role
• Strong understanding of customer service in a public‑facing environment
• Self‑motivated, organised and confident operating in a live setting
• Ability to prioritise, make decisions and remain calm under pressure
• Strong interpersonal, organisational and communication skills
• Able to take responsibility and operate with minimal supervision while following agreed escalation routes
• Good IT literacy
• Excellent written and spoken English

BENEFITS

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.

We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

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