Purpose of the Role

To oversee the day-to-day operations and maintenance of the shopping centre, ensuring a safe, clean, and efficient environment for tenants, customers, and staff. The role is responsible for managing building systems, facilities, and service contractors, while ensuring compliance with health, safety, and regulatory standards. The Operations also supports commercial performance by enhancing customer experience, minimising operational disruptions, and maintaining the asset to a high standard that reflects the centre’s brand and objectives.

Key Responsibilities

• Ensure the safety and welfare of all those in the centre and protecting the asset.
• Promote good Health & Safety and working practices between Retailers and the team.
• Be fully aware of the Data Protection Act and its effect on the operation of the building.
• Understand the crisis management and disaster recovery strategies for the building and carry out their responsibilities within the system.
• Manage the issue and monitoring of permits to work to contractors.
• To ensure that proper records are kept to record maintenance and inspections of all plant and equipment and integrated within the Health and Safety systems.
• Manage site risk assessments, ensuring all aspects of site based works have a valid risk assessment produced for them.
• Ensure compliance with all statutory regulations under fire, health and safety and other related legislation.• Forge and maintain good relations with tenants of the scheme, using the expertise within the team to assist with problem solving as appropriate.
• Play a lead role in the relationship between Willow Brook and the blue light services.

Skills, Knowledge and Experience

· Proven experience in facilities, operations, or building management within a retail, commercial, or mixed-use environment

· Strong understanding of building systems including HVAC, electrical, fire safety, and mechanical services

· Knowledge of health and safety legislation and compliance requirements (e.g. risk assessments, COSHH, fire regulations)

· Experience managing service contracts and external contractors (cleaning, security, maintenance, etc.)

· Good understanding of customer service standards within a public-facing environment

· Experience in incident management, emergency procedures, and business continuity planning

· Strong organisational and problem-solving skills with the ability to prioritise workloads effectively

· Excellent communication and interpersonal skills, with the ability to build relationships with tenants, stakeholders, and service providers

· Competence in using facilities management systems and Microsoft Office applications

· IOSH or NEBOSH health and safety qualification

Working Hours - Monday to Friday – 09:00 -17:00

Salary - £35,000 -£45,000 Per annum

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Please see our Benefits Booklet for more information.