Hours: 40 hours inclusive of weekend working on rotation (1 in 4). Salary up to £55k with annual increase. KPI performance‑related bonus every 6 months. Location: Southside Shopping Centre. Free parking available on site. Contract: full time. Reports into: Soft Service Area Manager.
Role Responsibilities
* Support the centre to deliver best‑in‑class standards and guest experience by implementing appropriate policies, processes, audits and check sheets.
* Oversee and support the delivery of soft services and facilities management functions across the shopping centre, including internal and external areas on site.
* Engage strongly with onsite teams to ensure sustainable practices and inclusive procurement of goods, services and equipment.
* Align the FM/Estates team with the Elevate business plan goals.
* Take responsibility for the management system in line with ISO and British Standards, working closely with QHSE, H&S and ESG teams.
* Liaise with external teams to understand wider city activities that may impact estate works or events.
* Report on all facilities management matters, including standards, compliance, contractor management and KPIs, using technology such as Merlin, WP+, data‑insights teams, Client Share and Landsec Protect.
* Support financial management for all operational budgets, whether service charge or non‑recoverable.
* Collaborate with the Senior Leadership team to develop and implement strategies within the FM/Estates team.
* Ensure the FM team has the knowledge, equipment and training to deliver market‑leading performance.
* Keep up to date with legislation and regulations affecting the estate to maintain competitive advantage.
* Lead performance reviews and goal setting for all direct reports, encouraging managers to conduct excellent reviews and personal development sessions.
* Oversee, manage and deliver operational procedures, schedules and processes, continuously reviewing them for best practice, statutory compliance and world‑class customer experience.
* Protect asset value through proactive, cost‑effective operational performance.
* Oversee recruitment in line with team, divisional and company goals, strategically planning for future needs and diversity.
* Ensure all operational team members deliver excellent customer service to all stakeholders.
* Support team members in career development through training, coaching, mentoring and succession planning.
* Undertake on‑call responsibilities as part of the estates management team.
* Execute any other reasonable duties requested by the Senior Leadership team.
* Ensure KPIs are completed and delivered on time to meet objectives.
* Build strong relationships with contract clients and external stakeholders and conduct audit inspections.
* Monitor performance against SLAs, security and cleaning specifications.
* Manage direct report personnel and ensure Health & Safety compliance.
* Follow statutory fire and safety regulations to mitigate risks.
* Ensure service delivery aligns with company policies and procedures (HR, QHSE, RTW, vetting, compliance).
What We're Looking For
* Previous soft‑service management experience.
* Excellent customer service and communication skills.
* Strong organisational and time‑management abilities.
* IT literacy, especially Microsoft Office.
* Full UK clean driving licence (company car provided).
* IOSH Health & Safety qualification desirable.
The ideal candidate will have proficient IT skills (MS Word, MS Excel), be highly organised, able to multitask, prioritise and manage competing demands, and respect confidentiality.
Benefits
* Virtual GP access for you and household members.
* Salary Finance scheme – access to earned pay before payday.
* Flexible lifestyle benefits platform – choice of extra days’ holiday, critical illness insurance, dental treatment, technology purchases.
* High‑street discounts through MiDeals.
* Cycle‑to‑work scheme.
* Life cover up to four times annual salary.
* Enhanced pension contributions, save‑as‑you‑earn scheme and Mitie Matching Share Plan.
* Mitie Stars awards and monthly cash prizes.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (e.g., dyslexia, anxiety, autism, mobility or hearing impairment) and need reasonable adjustments during the recruitment process, please let us know by emailing us.
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