Purpose of the Role

The purpose of the Duty Manager Nights role is to take responsibility for operational delivery for the twilight shifts at the centre in line with our objectives of delivering a first-class customer experience at the centre.

As part of a team of duty managers with full operational responsibility for the delivery of exceptional customer service and Operational Delivery standards, you will have direct line management responsibility for the Night Soft Services teams.

You will be a result driven people manager with the ability to adapt to a fast-paced changing environment.  You will proactively champion brand initiatives through clear communication, coaching and engagement with the delivery teams.  Along with enhanced customer relationship skills, you will possess the ability to act decisively with an uncompromising eye for detail; to ensure the centre is immaculately presented, safe and secure throughout operating hours. The role will suit candidates who enjoy managing “from the floor” and not from a desk.

Key Responsibilities

Customer & Retailer Service

·       Respond to guest and retailer issues or complaints, ensuring they are logged, managed, and escalated where necessary; support retailers in complying with centre procedures.

Compliance, Safety & Security

·       Ensure required security patrols and tasks are completed and logged at the correct frequency.

·       Oversee non‑urgent CCTV review requests and ensure the control room processes them correctly.

·       Record and review all accidents, near misses, and incidents, ensuring accurate and compliant documentation, including CCTV.

·       Monitor contractor activity to ensure full adherence to health & safety, security, and centre compliance requirements.

·       Act as duty manager overnight, leading responses to incidents, emergencies, and unplanned events.

·       Manage and ensure compliance with all health & safety, quality assurance, and environmental requirements across the centre.

·       Ensure compliance with security requirements set by the Security Industry Authority (SIA).

Facilities, Cleaning & Operations

·       Oversee all overnight operations to ensure the centre is safe, clean, compliant with all centre accreditations, and ready for the next trading day.

·       Review outstanding cleaning actions from the day shift and record progress.

·       Ensure all overnight daily and periodic cleaning tasks are completed by both internal teams and external contractors.

·       Check in with all incoming contractors to confirm work plans, access requirements, and compliance expectations.

·       Resolve contractor issues and oversee progress of hoarding, vinyl, and overnight installation works.

·       Monitor FM works and operational issues during the night, ensuring corrective actions are taken where required.

Reporting, Handover & Continuous Improvement

Ensure clear, accurate, and timely handovers between night and day teams, and with the wider centre management team, to maintain continuity of operations.

·       Log outstanding FM actions and ensure accurate handovers to the day team.

·       Identify opportunities for operational improvement and escalate ideas through the correct channels.

People Management

·       Manage local HR matters including note taking, performance management support, absence reporting, and general HR administration.

·       Provide effective line management, coaching, training, and support to night security, cleaning, and operational staff.

·       Set up and coordinate the twilight security and cleaning teams, ensuring all relevant information is shared and clear objectives are set and achieved.

Skills, Knowledge and Experience

Person specification:

• Strong leadership with proven line management capability, including supervising, developing, and supporting night‑shift teams.

• Effective communication skills for coordinating security, cleaning, contractors, and retailers.

• Confidence in incident response and crisis management.

• Excellent organisational skills with the ability to manage multiple simultaneous tasks.

• Strong understanding of health & safety, compliance, and centre operating procedures.

• Ability to work independently, make sound decisions, and ensure accountability across teams.

• High attention to detail and accuracy in reporting, documentation, and handovers.

Qualifications and experience:

Essential:

·      Proven experience managing large, multi‑discipline teams, including security, cleaning, and customer service functions.

·      Minimum 2 years’ experience at supervisory or management level within a busy operational environment.

·      Experience organising staff rotas, shift patterns, and resource planning.

·      Background working in a fast‑paced, customer‑facing environment.

·      SIA Non‑Frontline Licence (or willingness to obtain within an agreed timeframe).

Desirable:

·       Experience working within facilities management, retail, or hospitality organisations recognised as — or working towards — employer of choice status.

·       Understanding of facilities management operations and processes. 

·       IOSH qualification (e.g., Managing Safely).

·       BICS (British Institute of Cleaning Science) certification.

·       BIFM / IWFM membership.

·       ILM NVQ qualification, or equivalent leadership/management training.

Working Hours - 40hrs across 4 shifts, 4 on & 4 off. Nights

Salary - £37,440

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Please see our Benefits Booklet for more information.