Customer Service Duty Manager

About this role

Job Summary

We are seeking an experienced and proactive Duty Manager to oversee the daily operation of Customer Service Officers, Security and Housekeeping teams within a busy shopping centre environment. You will ensure the safety, security, cleanliness and operational excellence of the site, delivering high standards in line with company policies, client expectations and all legislative requirements.

This role requires strong leadership, excellent communication, and the ability to manage incidents, compliance, staff performance and customer service delivery in a fast‑paced environment.

*Reporting to:*Soft Services Manager

*Responsible for:*Cleaning, Security, Customer Service

*Location:*Newcastle

*Hours of Work:*43.3 hours per week. 5/7 days a week, shift based including weekends

Key Responsibilities

Essential Requirements

• Proven experience working within the Security Industry.
• Demonstrable people management experience.
• Experience working within a customer‑focused environment.
• Excellent written and verbal communication skills.
• Ability to work on own initiative and make confident decisions.
• Strong ability to work effectively within a team.
• SIA Door Supervisor Licence – essential.
• SIA CCTV Licence – essential.
• IOSH is an advantage

Operational Leadership & Site Management

• Oversee the centre’s open‑up and lock‑down procedures, ensuring all access points and operational areas are opened and secured at the correct times.
• Ensure the building is fully secure once all units are closed and customers have left.
• Complete a detailed handover report at the end of each shift and review the previous report at the start of each shift.
• Conduct full building inspections, including service corridors and back‑of‑house areas, logging and actioning any breaches.
• Undertake regular patrols to maintain safety, cleanliness and operational standards.
• Operate and control the CCTV system when required, ensuring strict compliance with the Data Protection Act.
• Monitor and log all fire alarm activations and false alarms, escalating ongoing issues to centre management.
• Ensure daily and monthly checklists are completed and actions followed up promptly.
• Conduct daily centre audits to ensure a safe, clean and secure environment.
• Inform housekeeping of areas requiring attention following inspections.
• Ensure staff breaks are authorised appropriately, with fire marshal coverage maintained at all times.

Compliance, Safety & Legislation

• Ensure compliance with Health & Safety, SIA Licensing, Risk Assessments and all assignment instructions.
• Report any breaches of health and safety immediately to centre management.
• Ensure all licences for security staff are valid, in place and updated.
• Maintain strict confidentiality at all times; unauthorised persons must not view or be informed of CCTV footage.
• Undertake monthly checks on first aid kits, fire exits and fire extinguishers.
• Review and sign off daily DOB entries, ensuring full staff names are recorded for insurance and claim purposes.
• Ensure all staff have the correct PPE and knowledge to perform their duties safely.
• Monitor contractor activity to ensure compliance with health & safety and contractor control procedures.

Health & Safety Leadership

• Participate in formal and informal communication activities to support a positive safety culture.
• Demonstrate company's safety standards through your actions, including checking staff during shifts to ensure safe working practices.
• Ensure you have received all necessary training and accept personal responsibility for the safety of yourself, your team, client staff, tenants and service users.
• Review Assignment Instructions and safe systems of work prior to commencing activities.
• Ensure plant and equipment is maintained and fit for purpose.
• Raise concerns over Health & Safety breaches in line with company procedures.
• Take ownership of the Health & Safety plan for security and cleaning operations.
• Attend client H&S meetings when required and communicate updates to staff promptly.
• Deliver monthly Toolbox Talks
• Review and update Assignment Instructions, safe systems of work, Risk Assessments, Method Statements and COSHH records.

Incident Management & Reporting

• Act as the point of contact for all emergencies.
• Prioritise incidents and ensure all key personnel are informed.
• Complete incident reports, witness statements and photographs on the same day, submitting them to centre management and company.
• Ensure professional handling of slip/trip incidents and accurate documentation.

Client & Contract Delivery

• Ensure the contract is delivered in line with company policies, procedures and client expectations.
• Provide professional support to the business and client in all service‑related matters.
• Ensure KPI and SLA performance measures are met, addressing non‑compliance with clear action plans.
• Foster excellent relationships with retailers, contractors, centre management and all site stakeholders.
• Promote a “one team” approach with centre management and participate in customer service programmes and awards.
• Act as a Customer Service Champion and Brand Ambassador at all times.
• Undertake any reasonable duties required to meet operational and client needs.
• Ensure no discussion of defects, maintenance issues or centre management matters takes place with operators or members of the public.

Join us as a Customer Service Duty Manager to create memorable experiences for every visitor! Your leadership will be key in fostering a vibrant, guest-centric environment where excellence is the standard. We value proactive individuals who thrive in lively settings, are passionate about hospitality, and excel at managing teams to deliver exceptional service every day.

Pay: £15.97 per hour

Expected hours: 43.3 per week

Application question(s)

• Do you have CCTV License (SIA)
• Do you have Door Supervision License (SIA)?

Work Location: In person