Operations Manager

Job Title: General Operations ManagerReporting to: Centre ManagerLocation: Cleveland Centre and Captain Cook Centre and supporting other assets as required in the Middlesbrough PortfolioResponsible for: Deliver excellence in customer service and ensure a clean, safe and welcoming environment for visitors, tenants, contractors and employees.Role Overview:Deliver excellence in customer service and ensure a clean, safe and welcoming environment for visitors, tenants, contractors and employees.Support and manage the operational team to ensure the effective delivery of SLAs and KPIs within specific processes and procedures.Manage the delivery of both centres’ security, cleaning, Health and Safety, repairs and maintenance programmes and service charge provision to the performance standards required and within the cost budgets.Supporting in operational matters and stakeholder liaison where required in other portfolio assets,Responsible for the strategic direction and day to day management of planned preventative maintenance (PPM) and reactive programmes through the management of key supplier contracts. Effectively manage the daily operations of the centres in a manner that ensures the ongoing maintenance of the assets, whilst maximising the centres’ presentation and footfall.Key ResponsibilitiesLeadership & Operational OversightAct as Duty Manager in the absence of the Centre Manager.Lead operational teams to deliver best practice in cleaning, security, and customer service.Liaise with service providers to monitor and drive SLA and KPI performance.Conduct regular site walkarounds, escalating issues as necessary.Represent the asset professionally and in line with company values.Health & Safety ComplianceEnsure compliance with all statutory health and safety regulations.Maintain and review H&S systems, risk assessments, and incident records.Oversee fire safety systems testing and ensure all documentation is compliant.Manage contractor permits to work and ensure adherence to site safety protocols.Facilities & Maintenance ManagementSupervise daily delivery of FM contracts including M&E, cleaning, and waste management.Oversee PPM and reactive maintenance, ensuring contractor compliance and timely delivery.Maintain accurate records of major works and ensure works meet specification.Promote environmentally aware working practices among contractors and tenants.Financial ManagementAssist in preparing and monitoring service charge budgets.Track expenditure and report any variances or risks.Seek cost-saving opportunities without compromising service delivery.Ensure compliance with purchase order and budget control procedures.Emergency & Risk ManagementSupport emergency planning, incident response, and business continuity procedures.Liaise with external agencies including police and emergency services.Ensure team training and preparedness for emergency scenarios.Maintain up-to-date knowledge of operational manuals and protocols.Stakeholder Engagement & CommunicationFoster collaborative working relationships with tenants, contractors, and statutory bodies.Chair contractor meetings and communicate site protocols clearly.Provide timely updates and reporting to head office and asset management.Benefits:Competitive Salary25 days holiday per year plus bank holidaysPMI and Healthcare Cash Plan5% Company Pension Contribution3x Life AssuranceOur ValuesProfessionalism | We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standardsOwnership | Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blameEntrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisionsMeritocracy | Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potentialAction This Day | We never put off anything until tomorrow that can be done today

Created: 2025-08-01