Duty Manager

The Duty Manager oversees all daily operations at the development and is the first point of contact for any incidents or issues related to customers, team members and visitors. Utilises staff, contractors and other resources to ensure the highest quality of service, meeting all requirements of the management contract, leases and service standards. Champion of Health & Safety and the POD values.

Key Responsibilities:

• Manage and lead your team to ensure high standards across the development.
• Proactively support the recruitment and development of your team, ensuring standard operating procedures and HR policies are followed.
• Work with other team members to oversee the development’s contract and contractor management routines, utilising POD systems to ensure contracts are effectively implemented.
• Monitor contractor work and behaviour to ensure they meet the highest standards.
• Support ongoing asset management routines to ensure planned maintenance tasks, risk actions and mobilisation tasks are completed efficiently and on time.
• Support the POD mobilisation process, liaising with clients, POD support teams and other stakeholders involved in site mobilisation.
• Ensure mobilisation tasks are meticulously completed and recorded in the relevant systems.
• Champion Health & Safety at the development, taking ownership of identifying and actioning risks.
• Liaise with team members, the client, POD support teams, contractors and customers to maintain high standards of Health & Safety and risk management.
• Complete relevant site‑specified duties which could be related to resident amenities, such as opening and closing routines, inspections, panic alarm checks and pool water testing.
• Act as main point of contact in the absence of senior management.
• Complaint management responsibilities ensuring they are handled professionally and in line with POD standards.
• Provide cover during periods of short staffing, absences or sickness to ensure continuity of service.

Experience:

• Desirable: Experience supporting site mobilisation or transitions. Experience working in large scale residential developments or mixed‑use estates.
• Essential: Proven experience supervising or leading a team within residential, hospitality, customer service or facilities management. Experience managing incidents, complaints and difficult situations professionally. Strong understanding of building operations, contractor management and daily site routines.

Skills & Knowledge:

• Desirable: IOSH, First Aid at Work or equivalent training.
• Essential: Knowledge of Health & Safety practices, including risk assessments and safe systems of work. Ability to prioritise tasks, delegate effectively and maintain standards across departments. Strong communication and stakeholder management skills.

Other Requirements:

• Must evidence the right to work in the UK.
• Must be able to travel to their designated place of work.

Attributes & Behaviours:

• High Standards: Delivers work that is accurate and consistently to a high standard.
• Accountability: Takes ownership, acts with integrity and follows things through.
• Clarity & Trust: Takes responsibility for their own contributions.
• Communication: Communicates with confidence and credibility, adapting style to the audience.
• Problem‑Solving: Approaches challenges with practical solutions with a focused mindset.
• Learning Mindset: Actively seeks feedback and applies learning to improve performance.
• Positive Energy: Brings resilience, drive, and a constructive attitude to everyday challenges.
• Flexibility & Agility: Takes on additional duties when required and adapts to changing priorities.

POD Values:

• Meticulous – preparation, process, detail, diligent, methodical, specific.
• Dedicated – commitment, belief, passion, self‑discipline, enthusiasm.
• Smart – innovative, resourceful, original, creative, effective.
• Supportive – collaborative, honest, communicative, flexible, team‑player.