Better places, thriving communities.
Our Values and Purpose
Delivering the exceptional, every day
1. Our purpose: our expertise, care, technology and insight create amazing work environments,
helping our customers be exceptional every day.
2. Our promise to our people: a place to work where you can thrive and be your best every day.
3. Our promise to our customers: a trusted partner creating exceptional environments for your
customers and people, adding value every day.
4. Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe
environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice e and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our
expertise and for putting our customers at the heart of everything we do.:
Job Purpose
The Estate Manager at Liverpool ONE is accountable for the effective day-to-day operation of the estate, ensuring a safe, secure, and outstanding experience for all visitors and brand partners. As the senior on-site representative during their shift, the Estate Manager provides strong leadership to frontline teams, leads incident and escalation management, and ensures full compliance with operational, safety, quality, and service standards while driving operational excellence across the estate.
Key Responsibilities
Operational Leadership
5. Oversee daily operational delivery across cleaning, security, guest services and other partner functions.
6. Lead operational responses to incidents and emergencies, ensuring appropriate escalation and resolution.
7. Conduct regular estate walkabouts to maintain presentation and readiness, especially during peak times.
8. Ensure all tasks (scheduled and reactive) are completed and logged via operational systems.
9. Ensure all operational procedures, policies, and service standards are consistently followed
Health, Safety & Compliance
10. Lead responses to incidents such as medical emergencies, evacuations, security issues, and customer complaints
11. Ensure compliance with health and safety legislation, emergency procedures, and risk management protocols
12. Conduct regular inspections and ensure hazards are identified and addressed
13. Maintain accurate incident reports and operational records
Team Leadership
14. Leads by example, setting expectations for behaviour, service and compliance, and positively influencing others through visible, hands-on leadership.
15. Demonstrates leadership without formal authority by influencing cross-functional teams, contractors and stakeholders to achieve operational objectives and service standards.
16. Promote a positive, professional, and customer-focused workplace culture
Stakeholder & Tenant Engagement
17. Act as a key liaison between tenants, contractors, and centre management, building productive relationships with retail brands, contractors and Elevate partners
18. Gather partner feedback to identify improvements in operational delivery.
19. Resolve escalated customer and brand partner issues promptly and professionally
20. Support major events, promotions, and peak trading periods
Reporting & Continuous Improvement
21. Prepare shift reports, incident logs, and operational summaries
22. Identify opportunities to improve service delivery, safety, and operational efficiency
23. Assist with audits, compliance checks, and centre-wide initiatives
Guest Experience
24. Support guest experience initiatives (e.g., events, activations, VIP visits).
25. Respond professionally to customer feedback and escalated service incidents.
26. Champion a welcoming, clean and safe environment that enhances the guest experience.
Typical tasks include
27. Acting as the senior on-site point of contact, coordinating multiple teams and partners to ensure safe, compliant and efficient operations.
28. Providing direction, guidance and decision-making during live operations and incidents, gaining cooperation and commitment from colleagues through credibility, communication and professionalism rather than hierarchy.
29. Building strong working relationships with internal teams and external partners to drive collaboration, resolve issues and maintain high performance standards.
30. Monitoring safety and compliance across all areas of the Liverpool ONE Estate.
31. Coordinating with retail partners and contractors.
32. Managing incidents, emergencies and guest escalations.
33. Accurate reporting and detailed handovers at shift changes.
Person Specification
Skills & Competencies
34. Strong leadership and decision-making skills
35. Ability to remain calm and decisive under pressure
36. Excellent communication and interpersonal skills
37. Strong customer service and conflict resolution ability
38. High level of situational awareness and attention to detail.
39. Good knowledge of health & safety principles, preferably with qualifications (e.g., IOSH, First Aid, Fire Warden).
40. IT proficiency (Microsoft Office, incident/rota systems).
41. Professional, proactive and guest-focused mindset
42. Ability to work flexible hours, including weekends and public holidays.
Experience & Qualifications
43. Proven experience in a Duty Manager, Operations Supervisor, or Senior Operations role
44. Experience in shopping centre, retail, hospitality, security, or facilities environments preferred
45. Knowledge of health & safety, emergency management, and compliance requirements
46. SIA licence or experience with security operations
47. Strong computer literacy and reporting skills
48. First Aid, Fire Warden, or similar certifications (desirable)
49. IOSH Managing Safely qualification desirable
Working Conditions
50. 42 hour week working 12 hour shifts on a 4 on 4 off basis including late nights, weekends, and public holidays
51. On-call availability may be required to support the operational needs of the business during major incidents or events.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .