Better places, thriving communities.
Job Title:
Duty Manager
Team:
Facilities
Reports to:
Centre Operations Manager / Regional Manager
Date issued:
January
Our Values and Behaviours:
Delivering the exceptional, every day
Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture – our core values and how we behave: 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.
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.
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.
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 and is treated as an equal.
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:
Responsible for the delivery of operational services at Brighton Marina. Will be responsible for supporting the delivery of the soft services, Hard Services, Guest experience and other operational delivery streams.
Brilliant basics are essential, ensuring consistency of delivery across teams and shifts, regardless of function. Accurate reporting and time management are fundamental to the role to ensure successful delivery of departmental objectives.
The role requires the post holder to challenge existing practices and standards to ensure that we are providing an outstanding service across the estate.
To lead the team to deliver best-in-class standards across the Brighton Marina estate. To inspire, innovate, involve and inform the team, making best use of technology and empowering team members to ensure we operate effectively in a challenging retail environment, pushing to be the market leaders.
Principal Accountabilities:
1.
Support the centre to deliver best in class standards and guest experience by implementing appropriate policies, processes, audits and check sheets.
2.
Oversee and support the delivery of the soft services, facilities management functions across the Brighton Marina estate. This includes internal and external areas within the land of the site
3.
Strong engagement with the onsite teams from Elevate to ensure sustainable practices are administered with all team members are considered in the procurement of goods, services and equipment.
4.
Align FM / Estates Team with the Elevate business plan goals
5.
Support and take responsibility for the Management System for the business in line with ISO and British Standards, working the regions closely to obtain support from QHSE, H&S and ESG
6.
Liaise closely with teams outside Brighton Marina, to understand what is happening in the wider City area and how that may impact works or events at Brighton Marina.
7.
Support on the reporting of all facilities management matters including but not limited to standards, compliance, contractor management, KPI's etc. Driving the use of technology bring factual real time data and using the tools provide. Merlin, WP+, data insights team, Client share and Landsec protect.
8.
Support Financial management for all operational budgets whether service charge or non-recoverable.
9.
Work with members of the Senior Leadership team to develop strategies and implement those strategies within the FM / Estates Team and be a champion of those strategies.
10.
Ensure that the FM team have the correct knowledge, equipment and training to deliver their role to a market leading standard.
11.
Keep up to date with legislation and regulations that affect the estate to ensure its competitive advantage
12.
Lead performance reviews and clear goal setting for all direct reports, encourage and inspire managers to conduct excellent performance reviews and personal development with their team members. Utilizing the core values of Mitie One Code and Elevate principles
13.
Oversee, manage, and deliver operational procedures, schedules and processes for the team, continuously review to ensure best practice, statutory compliance and the delivery of a world class customer experience.
14.
Protect asset value by outstanding, proactive and cost-effective operational performance.
15.
To ensure recruitment is completed professionally and in line with team/divisional/company goals, thinking strategically re future needs and in line with our diversity goals.
16.
To ensure that all members of the operational team deliver excellent customer service to all stakeholders
17.
To support team members in career development via training (to ensure high skill levels both technically & behaviourally), coaching, mentoring and the promotion and succession/talent processes.
18.
Undertake on-call responsibilities as part of the Brighton Marina Management Team.
19.
To undertake and execute any other reasonable duties as requested by the Senior Leadership team.
Key interfaces / linkages (internal and external)
Brighton Marina senior leadership team
The wider internal team, Elevate partners, Landsec, Nurture and CBRE
Client & Occupiers
Emergency Services-Onsite Police
Third party Contractors
Person Specification:
Criteria
Essential
Desirable
Qualifications
· Knowledge and awareness of health and safety, IOSH minimum
· IWFM
· Membership of the Chartered Institute of Waste Management
· A degree or equivalent and relevant professional qualifications
Skills/Competencies
· Experience in managing FM operations in a retail or public-facing environment.
· Managing services to an agreed budget
· Ability to work across multiple disciplines
· Proven track record of managing FM operational teams
· Excellent verbal and written communication for dealing with tenants, staff, suppliers, and stakeholders
Knowledge
· Extensive knowledge of FM operations
· Practical knowledge and understanding of legislative and statutory obligations which affect refuse collection and waste disposal.
·
· GDPR and Data Protection
Previous experience
· Experience of working within a performance-driven organisation and against Key Performance Indicators or other performance-related targets.
· Record of innovation in developing and delivering beneficial change and financial efficiencies.
· Experience in operational and facilities management
• Experience of liaising effectively with building users, external consultants and external contractors
· Previous retail or leisure experience
· Performance report writing
· Knowledge of Environmental, Social, and Governance (ESG) criteria and their application in property management
Special attributes
· Ability to analyse problems and to implement solutions.
· Excellent oral and written communication skills
· Ability to demonstrate, initiate and to lead from the front
· Confident with a positive outlook
· Proven time management and organisational skills with excellent attention to detail.
· Ability to engage persuasively with staff at all levels across departmental and organisational structures
· Commits to challenging goals and delivers consistently against these
· Delivers efficiency in addition to effectiveness
· Self-starter, who relishes challenges and strives for the best
· Strong team player: building relationships and consults with others, quickly establishes trust and credibility
· Diplomatic and challenging with the ability to influence others
Behavioural Competencies
· Taking responsibility.
· Having pride and being brilliant.
· Respecting and supporting others.
· Honest, transparent and consistent
· Gain and hold the respect of others
· Have a flexible approach with a “can do” attitude
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 .