Purpose of the Role
As part of the Duty Manager team at The Chimes, this role has a specific specialism in Cleaning & Environmental Services while maintaining shared responsibility for the day‑to‑day delivery of operations across Security, Cleaning, and Customer Services reporting into the Soft Services Manager. The role holder will lead on all aspects of cleaning performance and ensure that a safe and secure environment is maintained for all users of the centre, while also contributing to wider operational leadership and supporting colleagues in their absence.
Key Responsibilities
Core Duty Manager Responsibilities
- Lead day‑to‑day supervision of Security, Cleaning, and Customer Services teams across the centre.
- Oversee rotas, holidays, absence, and shift cover for all teams and taking control when fellow Duty Managers are absent.
- Ensure consistent delivery of operational procedures, service standards, and compliance requirements.
- Maintain a safe, clean and welcoming environment throughout the centre, including malls, car park, piazza, back of house and service areas. Ensure any issues are reported to the appropriate team and actioned accordingly.
- Support all team members through active leadership, coaching, and on‑the‑floor presence.
- Strength will be required in people management so that operatives and teams are working in partnership to deliver operational excellence.
- Maintain all site documentation and records to the highest audit and compliance standards.
- Act as a first‑line escalation point for issues, complaints, or incidents, including weekends and evenings.
- Attend and manage serious incidents and near‑misses, ensuring accurate reporting and post‑incident follow‑up.
- Work closely with the Soft Service Manager, Technical Operations Manager, Car Park Manager, Customer Services Manager and Centre Director to ensure integrated delivery.
- Support compliance with Health & Safety policies and legal obligations, including inspections and remedial actions.
- Liaise with retailers, ensuring compliance with tenant obligations such as shopfront presentation, lighting, and waste management.
- Support centre evacuation drills and business continuity actions in conjunction with senior management.
- Oversee guest‑related car park services including corporate parking schemes, validations, lost tickets, and high‑profile visitor access requests.
- Represent the Soft Services team at internal meetings when required.
- Champion centre initiatives and promote collaborative working across departments.
- The post holder must be an operationally minded decision maker with strong leadership skills; they must be flexible and readily embrace change.
Cleaning & Waste Specialist Responsibilities
- Lead the delivery of daily cleaning services across malls, car park, service yards, and external spaces, including a focus on delivering exceptional customer experience for our visitors and stakeholders.
- Manage daily, weekly & monthly cleaning schedules including seasonal & deep cleaning and ensure that all tasks are completed within agreed timescales.
- Ensure the centre is fully compliant with COSHH, chemical usage guidelines, storage and all members of staff trained effectively.
- Maintain assignment instructions, risk assessments and LOP’s ensuring all staff are trained effectively.
- Conduct toolbox talks and refresher training, particularly around hygiene, recycling, and presentation.
- Effectively support and manage employment relations issues including absence management, performance development reviews (PDRs), disciplinary issues, etc., in accordance with Company personnel procedures and in collaboration with the regional HR Advisor/HR Business Partners.
- Manage cleaning staff rotas, shift patterns and operational cover in line with budgets.
- Monitor cleanliness standards and implement quality improvement plans.
- Supporting the developing and implementation of any additional cleaning policies, protocols and procedures.
- Facilitate the recruitment, training and supervision of Cleaners/Environmental Services Operatives
- Assist in the analysis of cleanliness‑related feedback from occupier and customer surveys to support service improvement initiatives.
- Manage cleaning supplies, machinery, and consumables, ensuring responsible stock usage and provide monthly inventory reports.
- Maintain the Asset Register ensuring all details are recorded and a lifecycle plan is in place.
- Facilitate the centre’s waste management plan, oversee the day‑to‑day recycling and segregation of waste striving to achieve the centre’s recycling targets. Ensuring refuse areas are clean and signage is in place and is in line with our Environmental policies.
- Promote environmental awareness among the cleaning team.
- Work with marketing and events teams to support event‑related cleaning and reset procedures.
- Report maintenance issues and cleaning‑related defects promptly and follow up as required.
- Explore innovation and sustainable opportunities where possible in conjunction with the site teams and central In‑House Cleaning & Environmental division lead. Ensuring these initiatives are aligned to our central ESG agenda.
Skills, Knowledge and Experience
Candidates will be required to demonstrate the following:
Essential
- Experience in managing cleaning teams in a retail, leisure, or public environment.
- Strong knowledge of health and safety, COSHH, and cleaning compliance.
- Excellent attention to detail and standards.
- Strong people management and communication skills.
- Ability to organise rotas and lead team meetings/toolbox talks.
- Familiarity with cleaning audits and inspection processes.
- Hands‑on leadership style with practical understanding of cleaning operations.
- Proficient in Microsoft Office tools (Word, Excel, Outlook).
- IOSH H&S qualified or willing to obtain.
- First Aid trained or willing to train.
Desirable
- BICS or similar cleaning qualification.
- Experience of waste management and sustainability practices.
- Driving licence.
- Environmental or sustainability training/awareness.
Working Hours
40 Hrs Per Week / Normal - 8am to 5pm Duty Manager Week - 9am to 6pm
#J-18808-Ljbffr