Purpose of the Role
* Maintaining a high standard of onsite operations by regularly reviewing and improving, where appropriate, operational performance
* Report on operational performance to Centre Manager
* Managing onsite Operational contracts/contractors to get great service and value for money
* To manage the in-house maintenance provision in accordance with the businesses Operations Policy
* To drive and excel at operational Key Performance Indicators
* To support the Centre Manager in a deputy capacity
* To be an ambassador for the Howard Centre
Key Responsibilities
* Maintenance Management
Develop and implement the centre’s Planned Preventative Maintenance Schedule
Deliver excellent results in both planned and reactive maintenance
Understand the direction of the organisation and how this translates into the maintenance of a key asset
Comprehensive knowledge of products and services available and standards of performance
Review work performance of contractors to ensure standards are met
Set and monitor performance standards
Maintain and continue to develop a personal knowledge in area of expertise
Manage policy for small building works at centre level
Meet with retailers and discuss their needs relating to operational issues
Compile tender documents and negotiate local contracts, discuss with Centre Manager
Resolve any maintenance issues with external government bodies
Conduct annual review of all goods and services and report as necessary
* Security/Cleaning/Guest Services
Liaise with on-site appointed security/cleaning manager in respect of site standards
Monitor the performance of the Security and Cleaning provision and drive standards
Ensure the Howard Centre is receiving the best value and that key performance indicators are being achieved.
Address any issues regarding security/cleaning standards
Liaise with relevant Managers as to contract performance
Review contract costs and ensure that contractors are fulfilling their obligations
* Health and Safety
Demonstrate an understanding of current H&S legislation
Maintain incident records in accordance with company procedure
Maintain insurance claim records and manage claims in accordance with site procedure
Develop an awareness of H&S within the centre
Organise regular health and safety meetings
Ensure contractors are aware of H&S procedure, check their policy
Organise pre-start meetings before any works take place within the centre
Management of the permit system in line with operational procedure
* Budgetary Control
Review costs and expenses relating to maintaining the centre and track these against budgets. Take action to align
Prepare detailed costing for centre Operations budget
Identify any potential cost savings
Understand the service charge budget and track expenditure
Raise purchase orders in line with the approved budget
Keep knowledge up to date in respect of site related financial systems.
* Employee relations/teamwork
Support Centre Manager to write, review, amend and implement operational policies and procedures
Manage staff that fall under site Operations
Provide professional and technical coaching to team members
Motivate individuals to achieve required standards
Design work schedules for team
Respond to technical request from the Centre Manager and wider business
Network with other Operations Managers and Building Services Managers to exchange ideas and information; share with onsite team.
* Customer Relations
Develop relationships with key internal and external customers to achieve the aims of the business
Attend Customer Service Standard Training
Drive Operational award submissions.
Deliver on Centre brand expectations
Use, and drive use of, the onsite communications app
Develop and share customer relations skills to deliver excellent customer service
Skills, Knowledge and Experience
* IOSH Managing Safely minimum or NEBOSH
* Experience in Shopping Centre Operations
* Management Focus
* Ability to write policy and procedure
* Good systems knowledge
* Ability to work and integrate in an already established team
* Ability to manage busy workload and respond promptly without reminder
* Achieve deadlines and work to budget
* Knowledge of contractors and their methods
* Strong organisational skills – ability to multitask and prioritise workload
* A strong leader
* Fast and responsive – working to deadlines
* Proven communication and interpersonal skills to all levels
* Resourceful, innovative thinker
* Embraces change
* Team place – maintain close working relationships with all other employees of the business to assist in the facilitation of projects
* Utmost discretion when dealing with sensitive and confidential information
* Results and achievement orientated to high standards
* Committed and motivated about our people and our company
* Flexibility – to travel and if required, at short notice
Working Hours - 9.00-5.30p, Monday to Friday
Salary - £45,000 to £50,000
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Please see our Benefits Booklet for more information.