Overview:

As the Senior Duty Manager, you will lead the Duty Management Team. You will be responsible for overseeing the smooth and safe day-to-day operation of Bluewater Shopping Centre, ensuring an exceptional experience for our guests, brands, staff and contractors. Acting as the senior site representative during shift, you will lead operational responses, manage incidents, and uphold the highest standards across all operational functions.

Main Duties

Health, Safety & Environmental

• Take a lead role in emergency response situations, including evacuations and incident management.
• Support the security team to maintain accurate incident logs and escalate issues appropriately.
• Ensure that all centre operations comply with statutory regulations and internal policies- such our One Best Way procedures, Bluewater's Code of Conduct and our Contractor Guide.
• Report and follow up on any contractor-related issues or non-conformities, escalating to the compliance team where necessary and ensuring timely resolution.
• Represent the Duty Management Team at Health & Safety Committee meetings, ensuring updates and actions are clearly communicated and implemented.
• Lead by example in supporting Bluewater's environmental objectives.

Tenant & Stakeholder Engagement

• Build strong relationships with brands, contractors, and our Elevate Partners.
• Assist brands with operational queries.
• Monitor brands compliance with centre policies and escalate any concerns to the compliance team.
• Proactively gather feedback from brand partners and Elevate Partners to identify operational improvements.

Reporting & Administration

• Produce clear and timely reports, including checklists and handovers.
• Support centre audits, inspections, and performance reporting as required.

Required Skills & Experience:

• Proven experience in a supervisory or management role within a customer-facing, operational environment.
• Strong leadership and interpersonal skills, with the ability to manage diverse teams and stakeholders.
• Excellent problem-solving abilities and calmness under pressure.
• Solid understanding of health and safety principles, ideally with relevant qualifications (e.g. IOSH, First Aid, Fire Marshal).
• Professional, proactive, and guest-focused mindset.
• IT proficient (Microsoft Office, incident logging systems, rota platforms).

Key Responsibilities:

Operational Delivery

• Ensure the effective day-to-day delivery of cleaning, security, and guest services through strong leadership and communication.

• Coordinate and supervise the completion of daily checks, audits, and compliance tasks.
• Ensure all scheduled, reactive, and ad-hoc tasks are completed and logged accurately via Merlin and Landsec reporting systems.
• Conduct regular walkabouts to uphold presentation standards and ensure appropriate staff allocation, responding to peak footfall times.

Team Leadership

• Set the tone for service excellence and proactively resolve issues to maintain high standards.
• Lead, coach, and support team of Duty Managers and frontline teams during shift.
• Conduct team briefings, oversee rota adherence, and ensure key responsibilities are being fulfilled by the Duty Management Team.
• Support recruitment, onboarding, performance reviews, succession planning, and career development for the Duty Management Team.
• Ensure the Duty Management Team is compliant with all Mitie HR policies and procedures.
• Represent the Duty Management Team at meetings, sharing key updates, challenges, and successes, and ensuring outcomes of the meetings are delivered back to the team in a timely manner.

Guest Experience

• Support the Guest Experience and Community Manager to deliver events, brand activations, VIP visits, store openings and guest service initiatives.
• Drive an exceptional guest experience by ensuring the centre and our grounds are clean, safe, and welcoming.
• Respond to customer feedback, complaints, and incidents with professionalism and empathy.
• Support in managing and resolving escalated guest feedback, service issues, and incidents calmly and professionally.
• Driving NPS+, Mystery Shopper and Made You Smile. Which is a key measure to the overall guest experience

Desirable Qualifications:

• IOSH Managing Safely
• First Aid at Work
• SIA Licence (or working knowledge of security operations)
• Experience with CAFM or building management system

What We Offer:

• Competitive salary
• Annual leave entitlement and benefits package
• Training and career development opportunities
• A dynamic and supportive team culture
• Opportunity to work in a high-profile retail environment

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right