Purpose of the Role

Team Managers, oversee the daily operation of their designated areas, coordinating closely with levels above and below ensuring and maintaining the smooth running of areas on a day-to-day basis. This role involves direct supervision of Shift Leaders and team members, ensuring that each operational area aligns with our commitment to a world class customer experience, supported by high standards in safety, security, and cleanliness.

As a leader and role model, you are responsible for the Centre’s operational delivery, driving teams to meet established standards through proactive setting, monitoring, and feedback. You will identify potential risks to the business, addressing issues directly or escalating as necessary. Through your leadership, you’ll cultivate a high-performance culture that emphasizes inclusion, diversity, and alignment with our core values, fostering team engagement and role clarity.

With a results-driven approach, you’ll inspire, coach, and develop team members to uphold safety and security for customers and brand partners. You will also be instrumental in building strong working relationships with external agencies and stakeholders, ensuring an open and collaborative environment.

Creating a positive environment with a strong personality, actively promoting inclusion and diversity in the workplace. Taking ownership in all you do. Role model leadership presence, providing coaching and feedback, recognising great delivery. Restlessly looks for opportunities to show personality, diversity and a fresh approach to leading their team.

In a fast-paced setting, you’ll lead with agility and an uncompromising eye for detail, ensuring that the Centre is presented immaculately, safe, and secure throughout trading hours. This role suits hands-on leaders who excel at managing “from the floor” rather than from a desk, proactively championing brand initiatives and creating an engaged, motivated team environment. Working shoulder to shoulder with Shift Leaders and team members alike ensuring departments work best at busiest.

Key Responsibilities

The role includes a variety of tasks including the following:

• You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading your team to be the best.
• You lead by example, uplifting the team, and instil a passion for excellence in delivering world class service. You are confident in open and honest conversations - not only relating to our customers, but to all stakeholders, including contractors, retailers and colleagues.
• You will promote our operational focus on compliance, communication, consistency and collaboration in all you deliver. You are focused on leading a safe Centre and complying with legal requirements. You will embed and lead efficient processes with innovation and consistency.

Main duties

Leadership

• Providing coaching on performance levels, ensuring that when deficiencies are recognized appropriate action is initiated. Oversee continuous assessment of team members, ensuring to ensure high standards are maintained.
• Full operational HR responsibilities to lead, recruit, retain, develop, and integrate the team. Provide recruitment administration with group and 1-2-1 interviews. Complete objectives, performance reviews, and training requirements in line with company policy. Manage local HR issues such as welfare, absence, and conduct standards, escalating concerns as appropriate. Conduct investigatory meetings and address absence management, capability, and scheduled appraisals for Shift Leaders.
• Partner with HR to maintain compliance with employment laws and best practices. Oversee Team Leader rotas and holidays to ensure effective departmental coverage. Support payroll management by overseeing time and attendance, reviewing absences, and approving overtime as needed.
• Identify and address training needs across the team to strengthen capabilities, ensure compliance, and evaluate the impact of training on the business. Supervise the training progression of Shift Leaders and provide additional support and development as needed to build their leadership capacity. Recognize team efforts and support nominations towards our recognition programme.
• Ensure clear communication of essential business updates and objectives to keep the team aligned and informed.
• Take ownership of personal development by attending all required training sessions and engaging actively in opportunities for professional growth.

Financial and commercial performance

• Proactively monitor and adjust staffing levels to maximise productivity and operational impact, making the best use of internal manpower and removing reliance on agency staff. Work closely with HR to address people issues, aiming to reduce labour turnover and build high-performing teams.
• Manage all subcontracted services in your area by reviewing contracts, monitoring service standards, attending performance meetings, and providing constructive feedback to ensure consistent, high-quality delivery.
• Embrace change by supporting the team through periods of uncertainty, developing a clear transformation plan, and actively sharing improvement ideas through the appropriate channels to drive continuous Centre enhancements.

Risk Management

• Uphold a strong focus on safety, legal compliance, and quality standards across the Centre. Instil a proactive work ethic in the team to meet health, safety, and environmental requirements consistently.
• Regularly review incidents, patrols, and inspections to ensure standards are maintained. Confirm that all reactive incident reports, accident records, and inspection forms are accurately completed and promptly submitted to relevant parties. Conduct daily quality audit checks to ensure compliance with scheduled tasks and department goals.
• Report any defects within the Centre through established channels, track follow-ups, and validate resolution. Ensure all areas, including the building, malls, and car parks, are safe, clean, and fit for purpose, efficiently addressing any issues to maintain a secure and welcoming environment for customers, retailers, and team members.

Operational Excellence

• Establish clear objectives for direct reports, conducting robust weekly 1-1’s and half yearly performance reviews. Apply a consistent approach to goal-setting and performance tracking for all team members within your area. Ensure all site-based company manuals are current and accessible.
• Develop, review and execute a strategic plan for the department, validating completion and quality standards in weekly reviews.
• Contribute and support corporate responsibility goals, including active involvement in community projects. Participate in at least one day of volunteering annually in alignment with the Foundation pledge.

Department Specific

ES

• Ensure that environmental standards are consistently upheld across all areas, strictly following assignment instructions, Standard Operating Procedures (SOPs), and company guidelines. Ensure team members receive ongoing training on environmental policies, SOPs, and relevant health and safety practices, supporting their ability to perform to the highest standard.
• Champion quality assurance best practices in line with ISO 9001 and OHSAS 18001 standards. Regularly audit processes to verify compliance and promote continual improvement.
• Promote sustainability initiatives, through the identification of opportunities to improve sustainable practices within the team, such as reducing waste, conserving resources, and promoting recycling efforts, to align with company-wide environmental goals.

Skills, Knowledge and Experience

Person specification:

• Demonstrates excellence in oral and written communication, with the ability to convey clear instructions and handle challenging conversations effectively.
• Proven ability to motivate and manage teams, build relationships, and influence both senior management and delivery teams to drive high standards and achieve ambitious targets.
• High attention to detail, ensuring adherence to standards while maintaining operational excellence.
• Capable of managing change efficiently, delivering results under pressure, and maintaining a flexible, team-oriented approach.
• Excellent interpersonal skills, highly visible leadership and can quickly establish credibility, build trust, and handle sensitive information with discretion.

Qualifications and experience:

Essential:

• Experience of managing large teams, across a variety of disciplines including but not limited to retail , leisure, security, cleaning and guest services.

• Experience gained at supervisory/management level for 2+ years.

• Experience in organising rotas and working patterns.

• Experience in a similar fast-paced customer facing environment.

Desirable:

• Previous experience working for a company in the facilities, retail, and hospitality sector recognized as an employer of choice or striving to obtain employer of choice status.
• Knowledge of facilities management operations.
• IOSH qualified.
• SIA non-front line licence.
• BICS qualified.
• BIFM membership.
• ILM LV5 Award in Leadership and Managemen

Salary: £41,769 per annum

Hours: 40.25 hours per week

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Please see our Benefits Booklet for more information.