Duty Manager

Reporting to: Services Manager

Location: Teesside Park, Large outdoor scheme covering 130 acres

Key Responsibilities & Objectives

• Operational duty management of soft services for Teesside Park and successful management, coordination and delivery of the contract related to onsite cleaning, security, maintenance and reception.
• Ensuring high level service delivery across all operation provision including security, cleaning, maintenance and customer service, being flexible to meet the changing operational needs on a continual basis working to the needs of the business and this is a salaried role which also requires a need to be on call. Suggest new initiatives to ensure continuous improvement and best practice are delivered.
• Continually monitoring and evaluating the performance of the team to ensure the required standards of delivery are met.
• Carrying out Health & Safety / preopen/close patrols across all areas of the site.
• Manage and implement cleaning schedules, and completion of weekly cleaning audits.
• Correct usage of cleaning materials in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained.
• Incident reporting via geopal and DISC (or site reporting lines).
• Regular auditing of equipment logs, check sheets, DOR etc.
• Building and maintaining a professional relationship with all internal & external customers.
• Regular engagement with local authority stakeholders, with an active role in the local Crime Initiative.
• Ensure staffing levels are kept in line with the contractual agreement, recruiting as required.
• Maintaining effective and accurate communication with the BL centre management team, occupiers and external stakeholders.
• Knowledge of and adherence to all relevant legislation, regulations and code of practice.
• Understanding and adhering to Westgrove’s & site policies and procedures, to ensure Health & Safety policies are achieved, maintained and regularly reviewed in line with the business and legislative changes.
• Ensure all assignment instructions are risk assessments are updated and meet the needs of the site specifics.
• The ordering of stock and uniform for the site within budgetary and contractual constraints.
• Maintain management information in relation to KPIs/SLA’s.
• Support the client’s environmental objectives
• Coordinate the waste management strategy, ultimately leading to reductions in waste collections, savings in waste management costs, manage general and recyclable waste ensuring effective recycling methods are in place.
• Undertake any reasonable duties as requested to meet the needs of BL and Westgrove

People Management Section

• Duty Manager leads by example always demonstrating the Westgrove and BL values ensuring that the team also demonstrate these values. Always Promote the Westgrove and BL brand.
• Manging all aspects of the Westgrove colleagues including inductions, training, H&S, development and welfare at work and all HR including return to work interviews.
• Deliver excellent leadership, communication and motivation to the team including communicating daily so that a sound communication channel exists in order that the team goals can be achieved.
• Focus on the delivery of excellence in customer service, including being a Customer Service Champion.
• Plan any training required as soon as practicable on identification of any needs and plot onto a training matrix.
• Control the delivery of the rotas, completion of payroll, managing absence and holiday records including sickness and annual leave for all site team.
• To recruit, build and maintain a team that has the skills and diversity to deliver their tasks ensuring they have the tools to do the job.
• Promote equality, diversity and human rights in working practices.
• Ensuring all licences and vetting for security teams are in place and updated accordingly.
• Conduct regular 1:1 performance meetings with team, lead by example to champion good performance and foster opportunities for succession within the team.
• To put into action the site Traffic Management Plan at the appropriate times, to keep traffic safe and moving on the park.

Skills & Knowledge

• Previous experience in Security, Cleaning or operational management/supervisor
• Excellent people management skills
• Results driven, people manager with considerable understanding of customer services excellence
• Outstanding communication and interpersonal skills effective at all levels
• Knowledge of H&S and HR legislation
• Excellent communication skills both written and verbal
• The ability to work under pressure
• Able to work flexibility in line with business requirements and need
• Achieve deadlines and work to budget
• Utmost discretion when dealing with all sensitive and confidential information
• Results driven to deliver high performance standards
• SIA Licence & First Aid at Work would be desirable for this role, training can be provided as required
• Full driving licence
• IOSH – desirable
• Competency with Microsoft packages including Teams, Excel and Word

What you will get in return:

We understand that our people are our business and we want our colleagues to feel special. So, on top of the usual things you’d expect from a business like ours, we also reward you with:

• Pension scheme (eligibility rules apply).
• Training and development opportunities including NVQ’s, Diploma’s, English speaking and writing support and more.
• Access to ‘Retail Trust’ who provide 24/7 FREE health and wellbeing advice, financial support such as hardship grants, retail discounts via ‘Happi’ and more.
• Access to HSF Health Care and Benefits scheme including money towards dental, optical, prescription & medical costs.
• Reward and Recognition Awards.
• Paid volunteering days.
• Access to ‘Perkbox’ offering discounted gym memberships and high street discounts.
• £200 Refer a Friend Scheme.
• Personal accident cover
• Death in service cover

Work Location: In person