Purpose of the Role

Shift Leaders will take responsibility for applying the standards expected from your area of work through hands-on leadership and close coordination with both upper management and operational teams.

You will be a proactive supervisor, capable of managing from the floor, leading your team with a hands-on approach. You will contribute positively to the performance of the business leading your team to deliver the highest levels of customer service and building team morale. By clearly communicating expectations alongside validating the actions, you’ll guide your team on acceptable behaviors and performance standards. You’ll inspire, coach, and develop team members to meet and exceed these standards, applying company policies and procedures fairly and consistently.

You will have the ability to adapt to a fast-paced changing environment, to act decisively with an uncompromising eye for detail and to ensure the Centre is presented to the highest standards of safety, security and cleaning so the Centre can operate safely and legally.

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 instill a passion for excellence in delivering world class service. This not only relates 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

• Lead the team in upholding operational standards by managing attendance, welfare, and performance in line with company policies. Conduct return-to-work meetings, welfare checks, and escalate any necessary conduct or disciplinary issues.
• Strategically deploy team members through job boards to ensure optimal staffing levels, balance productivity, and control costs, adapting team allocation as needed throughout shifts.
• Actively support team growth through coaching, mentoring, and hands-on training for both new and established team members. Conduct regular performance reviews, recognize achievements, and proactively address underperformance.
• Deliver outstanding communication to set clear expectations, clarify team routines, and motivate staff towards achieving high service standards. Ensure that all team members have the required resources and equipment to fulfill their roles effectively. Oversee grooming and uniform standards in line with company policy.

• Take ownership of personal development by attending all required training sessions and engaging actively in opportunities for professional growth.

Risk Management

• Ensure all checks have been completed to the required standard ensure the Operational Area is on track. Ensure all work is carried out in a safe manner and in accordance with the relevant H&S regulations.
• Ensure compliance with all internal procedures, site processes and external bodies including enforcement agencies and auditory bodies.

Operational Excellence

• Put the guest, the brand partner, and the client first in all that you do – taking ownership. Directing the team to deliver exemplary world class service to all stakeholders.
• To take responsibility for the smooth running of the department whilst on shift. Ensure a timely response to all issues and events. Schedule periodical tasks and check these have been completed to the required standards. Undertake any other reasonable duties as required to meet the needs of the business.
• Safeguard company and retail partner assets and confidential information consistently.
• Support corporate responsibility objectives including personal support to community projects and activities including at least one day volunteering as part of the Foundation pledge.
• To take a proactive approach to continuous improvement and innovation in all aspects of the job. You are a visible presence on the shop floor working shoulder to shoulder with the team, embodying a culture of open communication, mutual respect and shared purpose. You celebrate success with your team and ensure they always feel valued.

Department Specific

ES

• Monitor and uphold cleaning standards across both front and back-of-house areas, ensuring teams proactively address tasks and maintain high levels of cleanliness.
• Oversee cleaning equipment, consumables, and materials, ensuring proper stock control and that all machinery is in good working order. To report any machine faults to ensure repairs are affected quickly.
• Ensure the team follows quality assurance standards and maintains cleanliness in both public and operational areas, consistently meeting company expectations.
• Implement and enforce procedures to ensure waste and recycling standards are consistently met, maintaining the highest level of quality. (ES External).
• Respond to all incidents in the Centre and car parks and provide appropriate leadership and guidance to manage incidents to a safe and satisfactory conclusion. Monitor radio communication to ensure that company procedure and policy are always adhered to.
• Responsible for issuing enforcement notifications to relevant excluded parties and ensure that all information is collated in accordance with the data protection act.

Skills, Knowledge and Experience

Person specification:

• Proven experience in motivating, developing, and supervising teams to meet targets and deadlines. Skilled in inspiring and influencing at all levels through a positive and hands-on approach.
• Strong communication skills with the ability to connect with diverse stakeholders, follow instructions accurately, and convey key messages confidently to the team. Approachable, polite, and dedicated to world class customer service.
• Excellent organizational skills with the ability to manage competing priorities independently. Able to remain calm under pressure and approach challenges with practical problem-solving skills. Creative thinker, able to apply innovative ideas to events and communications.
• Self-motivated, dependable, and eager to develop new skills. Flexible in adapting to varying shift patterns to support business needs.

Qualifications and experience:

Essential

• Team player and role model with strong customer service skills, with the ability to provide world class service. Skilled at interacting effectively across all levels, maintaining professionalism, and handling confidential information.
• Exceptional written and verbal communication skills, confident in using ICT tools including Microsoft Office, with the ability to create and deliver clear, impactful messages.
• Proven experience in team leadership (1–3 years), demonstrating the ability to manage, motivate, and support team members. Knowledge of scheduling and rota management to meet operational needs.

ES

• Experience of cleaning within the retail sector or equivalent.
• Working knowledge of cleaning equipment/machines.
• Working knowledge of recycling and waste equipment/machines. (ES External)
• Successful track record of delivering cleaning and waste schedules and targets.
• Full UK Driving License (ES External)

Qualifications and experience:

Desirable

• ILM LV3 Award in Leadership and Management
• Previous operational experience in shopping centre environment or similar.
• IOSH Managing Safely

ES

• BICSc certificate.
• Knowledge of COSHH and of handling cleaning products and chemicals safely..
• Food Hygiene LV3.
• NVQ Hospitality and Catering

Working Hours - 40 Hours 

Salary - £32,368.00 

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Please see our Benefits Booklet for more information.