Duty Manager - OCS

About The Role

To lead the Security and Cleaning team and operations, leading on incidents and issues, liaising with the customer, ensuring smooth running of the contract in accordance with the Assignment Instructions, overseeing rostering and personnel issues.

Duties & Responsibilities:

• Provide a 'Duty Manager' cover 24 hours a day, 7 days a week, to ensure a safe and secure environment for all staff, occupiers and customers. Out of hours this will include overseeing all departments - Security, Cleaning, Car Park and Health and Safety through the smooth and efficient operation of the Control Room and proactive on-site management.
• Ensure the best customer service is provided at all times.
• Manage and be fully conversant with the Control Room Procedures.
• Manage and control the Fire and Emergency Procedures and to co-ordinate the evacuation of the scheme where necessary to include fire and bomb threats.
• Have a full understanding and to be able to implement the Business Continuity plan in an event of any incident.
• Have a full understanding and to be able to manage civil arrests and protestor procedures.
• Carry out a thorough daily walk round of the development prior to opening, so as to highlight any cleaning, marketing/events, security, health and safety and technical issues. Report issues to the relevant departments.
• Be fully conversant with all life support systems, which will include the fire intruder alarm system, fire sprinkler system and BMS system.
• Supervise the co-ordination and control of visitors/contractors within The Gate.
• Manage and control the Car Park routines and procedures outside trading hours ensuring good customer service is maintained.
• Manage the operation of the service yard on a daily basis in conjunction with the and ensure all service corridors and fire exits are clear and free from obstruction at all times. To ensure the high standards are maintained within the service yards. Managing contractor compounds and works spaces.
• Ensure compliance with all statutory requirements including health and safety.
• Manage and control 2-way radios and public address equipment.
• Liaise with emergency services, local authorities, government bodies as required.
• Ensure the smooth hand over of information between shifts, detailing previous and/or current issues, to maintain good communication between Duty Managers at all times.
• Ensure that record and reporting systems are accurately and efficiently maintained. This will include the Control Room, Reception, Car Park and statements.
• Be conversant with the Data Protection Act, and the preparation of video evidence for the presentation at court.
• Control the issue of company Identity Cards and their access privileges.
• Ensure defects are reported to the Savills Management team.
• Manage on an operational basis the smooth running of events and maintain good communication with the events, concessions and marketing department.
• Identify and recommend training needs to the Regional Manager for action.
• Monitor contractor staffing levels (Cleaning & Security) and ensure sufficient cover at all times.
• Monitor contractor staff performances, time keeping, dress and work standards at all times. Highlight concerns to appropriate manager.
• Establish good communication with all Tenants to ensure good working relationships at all times.
• To provide first aid cover as necessary.
• Day to day liaison with Tenants on all aspects of Retail Risk Management
• To liaise with the Savills Management team when dealing with serious incidents which have an impact on the scheme that would require senior management/authorisation.
• To carry out duties and tasks as specified by the Savills/ Regional Manager to assist in the smooth running of the centre and provide written reports where necessary.

Personal Specifications:

• Managed small team
• Experience in a supervisory role
• Knowledge of Microsoft Office
• Word and Excel
• Basic health and safety
• Knowledge of licensing
• Knowledge of the Data Protection Act
• Cleaning experience
• Security experience
• Experience of working in shopping centre/leisure environment
• Event management
• Good attention to detail
• Able to follow procedures
• Ability to work within team or on own
• Understanding of Retail & F&B environment
• Experience of accurate record keeping and ensuring follow up is carried out
• Willingness to work outside normal working hours, to include weekends and bank holidays as part of the normal working rota.

About The Company

OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services including Cleaning, Catering, Security, Technical services, Energy Management and compliance, front of house, landscaping, logistics, waste management and pest control services to the public and private sectors and our mission is to make people and places the best that they can be.