Operational Standards Controller in London

Operational Standards & Inspections

• Conduct daily walks of malls, public areas, service yards and back-of-house to monitor operational standards.
• Record, prioritise, and report issues including cleaning, maintenance, safety, and presentation.
• Responsible for signage across the retail estate.
• Ensure all defects and service failures are raised with the relevant departments for resolution via the Help Desk function.
• Follow up on remedial actions to ensure timely closure and maintain accountability.

Stakeholder & Tenant Engagement

• Act as a point of contact for occupiers on operational standards.
• Liaise with tenants to communicate expectations and resolve service-related issues.
• Support retailer induction by highlighting operational procedures and standards.

Compliance & Risk Management

• Support compliance with health & safety, fire safety, and environmental requirements.
• Escalate hazards or risks identified during daily inspections to the Contracts and Compliance Manager.
• Ensure back-of-house service corridors and fire routes remain clear and compliant.

Reporting & Documentation

• Maintain accurate logs of issues identified and actions taken.
• Produce weekly and monthly reports on operational standards, trends, and repeat issues.
• Support audit readiness by ensuring records of inspections are maintained.

Continuous Improvement

• Identify opportunities to improve processes and raise the overall presentation of Canary Wharf Retail.
• Contribute ideas to enhance guest experience through improved operational delivery.
• Work collaboratively with all service partners to embed a culture of excellence.

Qualifications

• IOSH Managing Safely or equivalent health & safety training.
• Experience in shopping centre, leisure, or hospitality environments.
• Knowledge of CAFM systems or digital inspection/reporting tools.
• Previous experience in facilities, property, retail, or hospitality operations.
• Strong organisational and observational skills with attention to detail.
• Ability to communicate effectively with tenants, contractors, and internal teams.
• Knowledge of health & safety principles and compliance requirements.
• IT proficiency, including Microsoft Office and digital reporting tools.
• Ability to work independently while maintaining a collaborative approach.
• Customer service awareness in a high-profile environment.

Health Safety and Welfare Responsibilities

Environmental, Social & Governance (ESG) Responsibilities

Quality Management Responsibilities

• Find opportunities to collaborate with others across the business to achieve shared goals.
• Encourage inclusive networks and treat others with respect and fairness.
• Use knowledge to work effectively with suppliers / contractors to meet shared goals.
• Confident in making decisions appropriate to the role.
• Learn from mistakes and listen to constructive feedback to improve performance.
• Prioritise safety and actively support community, wellbeing and sustainability programmes.

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 9 million square feet of mixed-use space and over 1,100 Build to Rent apartments. CWG is the largest sustainable developer in the UK and also excels operationally as it purchases 100% electricity from renewable sources since 2012 and zero waste to landfill since 2009. CWG has created a 24/7 city where people can live, work and thrive on the Canary Wharf estate and enjoy all the benefits: great transport links, access to green spaces and waterside living; and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk. The Company’s current £2bn construction activity and pipeline includes more than 500k sq ft NIA of commercial properties and over 2,300 new homes for sale and rent.