Operations Manager
Retail / Site Operations
£38,000 – £42,000
Role Summary:
An exciting opportunity for an experienced Operations Manager to support the day-to-day management of a busy retail destination. Working closely with the Centre Manager, this role is responsible for ensuring the efficient, safe, and high-quality operation of the site, including oversight of contractors, service delivery, and occupier engagement.
The successful candidate will bring strong knowledge of retail or shopping centre environments and will act as a key link between stakeholders, including clients, asset managers, surveyors, and tenants, contributing to the overall performance and enhancement of the asset.
This role may require occasional weekend working to support operational needs, with time off in lieu provided.
Key Responsibilities:
- Oversee contractor and supplier performance across services including security, cleaning, M&E, fabric maintenance, utilities, and seasonal works
- Review RAMS and issue Permits to Work in line with site procedures
- Conduct regular site inspections across public and non-public areas, ensuring issues are identified and resolved promptly
- Respond to queries from occupiers, clients, and internal teams in a timely and professional manner
- Support budget setting, management, and reconciliation processes
- Work closely with building surveyors to implement planned preventative maintenance (PPM) programmes in line with long-term asset plans
- Ensure contractors deliver both reactive and planned works in accordance with policies and standards
- Collaborate with marketing teams to support events, including reviewing risk assessments and method statements
- Maintain high levels of occupier engagement and customer service
- Identify and drive continuous improvement opportunities across service delivery
- Build and maintain strong relationships with stakeholders and neighbouring developments
- Produce and present client and management reports
Skills & Capabilities:
Technical & Professional
- Strong operational knowledge of retail, property, or facilities management environments
- Experience managing contractors and service delivery performance
- Understanding of health & safety processes including RAMS and permit systems
- Budget management and financial awareness
- Experience working with PPM schedules and maintenance programmes
Leadership & Behavioural
- Excellent organisational and time management skills
- Strong interpersonal and communication skills, with the ability to engage at all levels
- Effective line management capability
- Proactive, adaptable, and solutions-focused approach
- High attention to detail and commitment to service excellence
- Ability to prioritise workload and meet deadlines
- Continuous improvement mindset with a willingness to learn and develop
Experience & Qualifications
- Minimum 2+ years’ experience in a similar operations role (retail or property environment preferred)
- IOSH qualification (essential)
- NEBOSH qualification (desirable)
- IWFM or equivalent professional qualification (desirable)
- Experience producing and presenting reports to clients or senior stakeholders
Working Hours
- Monday to Friday: 9:00am – 5:30pm
- Occasional weekend working required (time off in lieu provided)
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