Department: Retail ______________ Company: Canary Wharf Management Limited ______________ Reporting to: Associate Director - Retail ______________ JOB SUMMARY The Operational Standards Controller is responsible for ensuring the highest standards of presentation, cleanliness, and compliance across the shopping centre’s malls and back-of-house areas. Through daily site walks, the role identifies issues affecting operational standards and coordinates with the appropriate departments or contractors to ensure timely resolution. The role acts as a visible presence within the centre, supporting continuous improvement, tenant satisfaction, and an exceptional guest experience. Closing Date: 4th February 2026 (subject to change based on application numbers) Salary: circa £40,000 -£50,000 4 days in the office and 1 day working remotely per week MAIN RESPONSIBILITIES Operational Standards & Inspections Conduct daily walks of malls, public areas, service yards and back-of-house to monitor operational standards. Record, prioritise, and report issues including cleaning, maintenance, safety, and presentation. Responsible for signage across the retail estate. Ensure all defects and service failures are raised with the relevant departments for resolution via the Help Desk function. Follow up on remedial actions to ensure timely closure and maintain accountability. Stakeholder & Tenant Engagement Act as a point of contact for occupiers on operational standards. Liaise with tenants to communicate expectations and resolve service-related issues. Support retailer induction by highlighting operational procedures and standards. Compliance & Risk Management Support compliance with health & safety, fire safety, and environmental requirements. Escalate hazards or risks identified during daily inspections to the Contracts and Compliance Manager. Ensure back-of-house service corridors and fire routes remain clear and compliant. Reporting & Documentation Maintain accurate logs of issues identified and actions taken. Produce weekly and monthly reports on operational standards, trends, and repeat issues. Support audit readiness by ensuring records of inspections are maintained. Continuous Improvement Identify opportunities to improve processes and raise the overall presentation of Canary Wharf Retail. Contribute ideas to enhance guest experience through improved operational delivery. Work collaboratively with all service partners to embed a culture of excellence. PERSON SPECIFICATION Essential IOSH Managing Safely or equivalent health & safety training. Experience in shopping centre, leisure, or hospitality environments. Knowledge of CAFM systems or digital inspection/reporting tools. Desirable Previous experience in facilities, property, retail, or hospitality operations. Strong organisational and observational skills with attention to detail. Ability to communicate effectively with tenants, contractors, and internal teams. Knowledge of health & safety principles and compliance requirements. IT proficiency, including Microsoft Office and digital reporting tools. Ability to work independently while maintaining a collaborative approach. Customer service awareness in a high-profile environment. HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual. ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering. QUALITY MANAGEMENT RESPONSIBILITIES In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. COMPANY VALUES Commit to Excellence Act with integrity and deliver high performance Put our customers at the heart of what we do Resolve issues by providing high quality solutions Foster Collaboration Find opportunities to collaborate with others across the business to achieve shared goals Encourage inclusive networks and treat others with respect and fairness Use knowledge to work effectively with suppliers / contractors to meet shared goals Encourage Engagement Confident in making decisions appropriate to the role Learn from mistakes and listen to constructive feedback to improve performance Prioritise safety and actively support community, wellbeing and sustainability programmes Take Ownership Take pride in delivering high quality service which exceeds expectations Committed to opportunities for self-development Take responsibility for my own performance and look for ways to improve Embrace Innovation Embrace change and innovation Proactively suggest ways to improve our business and encourage others to share ideas See new challenges as opportunities to deliver effective change WHAT WE OFFER Diversity and Inclusion We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.