Impact Statement

King’s Cross is one of London’s most distinctive and successful mixed-use developments - an inspiring place to work, visit and live. The estate brings together a vibrant blend of culture, creativity, commerce, and community across 67 acres of beautifully designed public realm. Home to global businesses, world-class education institutions, independent retailers, award-winning restaurants, major cultural organisations and diverse residential neighbourhoods, King’s Cross is a destination that champions innovation and sustainability.

We work in partnership with The King’s Cross Group, who directly work for the owners of King’s Cross, to deliver operational excellence by putting our customer first. As part of the King’s Cross Estate Service Team, you will part of the team that contributes to maintaining a welcoming, safe, and high-quality environment that reflects the estate’s commitment to excellence. We work collaboratively with partners, occupiers, and the wider community to ensure the area continues to thrive, delivering exceptional experiences for everyone who spends time here, whether that be occupiers or the 19 million visitors who visit the Estate. Joining us means becoming part of a forward-thinking, people-centred estate that values creativity, integrity, and continuous improvement.

Purpose of the Role

The Estate Duty Manager plays a pivotal role in the day-to-day management of the King’s Cross Estate. Responsible for maintaining the highest standards of safety, presentation and service, the Duty Manager ensures that every aspect of the estate operates seamlessly. This individual will work closely with our service partners, external contractors, and internal stakeholders to deliver an outstanding experience for all occupiers, residents, and visitors.

Customer service/ Stakeholder Engagement

·       Act as a visible point of contact for occupiers, residents, visitors, and stakeholders, ensuring exceptional service delivery at all times.

·       Develop and maintain professional relationships with service partners across the estate.

·       Build and maintain a professional understanding with key stakeholders & occupier representatives.

Leadership & People Management (One Team)

·       Drive the KCES vision and values.

·       Ensure a self–motivated and can-do attitude is promoted.

·       Ensure a methodical, measured approach is promoted and encouraged throughout the team when resolving issues.

·       Support the KCES team maintaining the highest standards of service delivery encompassing innovation, sustainability, and customer focus.

·       Support new team members receiving designated training, site inductions, and additional approved training for professional development.

Operational

·       Lead Estate operations during assigned shifts, focusing on the public realm.

·       Ensure all areas are safe, clean, and presented to agreed standards.

·       Carry out daily walk rounds, inspections, and audits, addressing issues promptly and appropriately.

·       Lead daily readiness meetings and huddles to align with other key operational teams.

·       Work closely with KCES service partners including security, environmental services, landscaping, engineering, fabric, and facilities management.

·       Monitor service partner performance against service-level agreements, escalating and resolving any service-related matters promptly and effectively.

·       Coordinate public realm operational activities and ensure seamless collaboration between all service partners and external contractors.

·       Manage and coordinate all works taking place across the public realm of the estate, ensuring they are delivered safely, efficiently, and with minimal disruption to all occupiers, residents, and visitors.

·       Oversee and manage the King’s Cross Estate permit-to-work system, including reviewing, approving, and monitoring upcoming works.

·       Act as the on-site liaison for external contractors carrying out works, ensuring compliance with the House Rules and Regulations.

·       Respond swiftly and effectively to any concerns, incidents, and feedback, utilising the appropriate policies, processes, and procedures

·       Promote our operational focus on compliance, communication, consistency and collaboration in all you deliver.

·       Support the development of initiatives that enhance the occupier, resident, visitor, and stakeholder experience.

·       Lead on-the-ground response to incidents, ensuring appropriate escalation and communication.

·       Enforce health, safety, and compliance standards across the public realm of the King’s Cross Estate.

·       Participate in incident reporting and after-action reviews providing accurate inputs and necessary updates.

Values/ Objectives

·       Work closely with fellow Duty Managers to deliver consistent estate operations across all shifts.

·       Support wider estate management initiatives and contribute to continuous improvement projects.

·       Support the Events Team during estate events, assisting with operational coordination, visitor flow management, and ensuring service standards and safety are upheld throughout the activity.

·       Perform additional duties as requested by the Head of Public Realm Operations, Head of Estate, and Operations Directors.

Skills, Knowledge and Experience

·       Strong background in estate, facilities, or operations management in a high-profile environment.

·       Understanding of health, safety, and compliance requirements in a large estate or public realm environment.

·       Proven experience working with third-party contractors and managing service delivery.

·       Familiarity with permit-to-work systems and oversight of site-based works.

·       Excellent leadership, communication, and stakeholder engagement skills.

·       Ability to remain calm under pressure and make sound decisions in dynamic situations.

·       Flexible to work on a shift-based rota including nights, weekends, and public holidays.

·       IOSH qualification is desirable.

·       Positive, can-do attitude with strong administrative skills

·       Professional integrity and a strong work ethic

·       Ability to work collaboratively and manage multiple projects simultaneously.

Working Hours - 7am to 7pm/7pm to 7am – 4 on 4 off 12 hour shift pattern - Days & Nights – Average 42 hours per week

Salary - £23.00 to £25.00 p/h D.O.E

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Please see our Benefits Booklet for more information.