OVERVIEW:

As the Senior Duty Manager, you will lead the Duty Management Team. You will be responsible for overseeing the smooth and safe day-to-day operation of Bluewater Shopping Centre, ensuring an exceptional experience for our guests, brands, staff and contractors. Acting as the senior site representative during shift, you will lead operational responses, manage incidents, and uphold the highest standards across all operational functions.

REQUIRED SKILLS & EXPERIENCE:

• Proven experience in a supervisory or management role within a customer-facing, operational environment.
• Strong leadership and interpersonal skills, with the ability to manage diverse teams and stakeholders.
• Excellent problem-solving abilities and calmness under pressure.
• Solid understanding of health and safety principles, ideally with relevant qualifications (e.g. IOSH, First Aid, Fire Marshal).
• Professional, proactive, and guest-focused mindset.
• IT proficient (Microsoft Office, incident logging systems, rota platforms).

GUEST EXPERIENCE

• Support the Guest Experience and Community Manager to deliver events, brand activations, VIP visits, store openings and guest service initiatives.
• Drive an exceptional guest experience by ensuring the centre and our grounds are clean, safe, and welcoming.
• Respond to customer feedback, complaints, and incidents with professionalism and empathy.
• Support in managing and resolving escalated guest feedback, service issues, and incidents calmly and professionally.
• Driving NPS+, Mystery Shopper and Made You Smile. Which is a key measure to the overall guest experience

DESIRABLE QUALIFICATIONS:

• IOSH Managing Safely
• First Aid at Work
• SIA Licence (or working knowledge of security operations)
• Experience with CAFM or building management system

WHAT WE OFFER:

• Competitive salary
• Annual leave entitlement and benefits package
• Training and career development opportunities
• A dynamic and supportive team culture
• Opportunity to work in a high-profile retail environment
  This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.
  At Mitie we know that ‘our diversity makes us stronger’. We’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right

Please refer the Job description for details