At a Glance
- Tasks: Lead daily operations at a busy shopping centre, ensuring a safe and welcoming environment.
- Company: Lakeside Shopping Centre, a vibrant hub for shoppers and retailers.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic work environment with a 4 on 4 off rota pattern.
- Why this job: Be the face of the centre, making a real difference in customer experiences.
- Qualifications: Experience in retail or operational roles, strong communication and decision-making skills.
The predicted salary is between 37136 - 37136 £ per year.
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 concerns 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.
- Essential Qualifications
- IOSH (or equivalent Health & Safety qualification).
- SIA Licence (or willingness to obtain).
- 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.
- BIFM / IWFM membership.
- BICS qualification.
- ILM, NVQ, or equivalent leadership or facilities qualification.
Working Hours - 4 on 4 off rota pattern across a 7 day working week
Salary - £37,136
Duty Manager - Lakeside Shopping Centre Operations · Lakeside Shopping Centre employer: Savills Company
As a Duty Manager at Lakeside Shopping Centre, you will be part of a dynamic team dedicated to creating a safe and welcoming environment for visitors and retailers alike. Our company prides itself on fostering a collaborative work culture that values employee growth through hands-on leadership opportunities and ongoing training. With competitive benefits and a commitment to excellence, we offer a rewarding career path in a vibrant retail setting that is both challenging and fulfilling.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Manager - Lakeside Shopping Centre Operations · Lakeside Shopping Centre
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Savills Company. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Savills Company
Don't be shy about reaching out to Savills Company directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Duty Manager - Lakeside Shopping Centre Operations · Lakeside Shopping Centre
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Savills Company and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Savills Company
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
