General Operations Manager

Key information: Reporting to: Centre Manager Location: Cleveland Centre and Captain Cook Centre and supporting other assets as required in the Middlesbrough Portfolio 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 thedelivery of both centres’ security, cleaning, Healthand 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 theongoing maintenance of the assets, whilst maximising the centres’ presentation and footfall. Benefits: 25 days holiday per year plus bank holidays PMI and Healthcare Cash Plan 5% Company Pension Contribution 3x Life Assurance Qualifications & Training Relevant qualification or experience in Building Management (essential) Health & Safety qualification (e.g., IOSH or NEBOSH) (desirable) Management or Leadership qualification (desirable) Experience & Skills Senior-level experience managing and developing teams to deliver high performance Strong operational background in customer-facing environments, ideally in retail, business space, or the built environment Expertise in Health & Safety, compliance, and relevant legislation In-depth technical knowledge of M&E, security, and cleaning functions Confident communicator, able to lead meetings and produce detailed reports for senior stakeholders Proficient in Microsoft Office (intermediate level) Broad experience across operational service delivery disciplines Familiarity with fast-paced, entrepreneurial working environments (desirable) Personal Attributes Strong leadership, problem-solving, and decision-making capabilities Excellent organisational and time management skills, with a sharp eye for detail Highly effective communicator and influencer across all levels and stakeholders Collaborative, team-oriented mindset, supporting a high-performance culture Self-motivated with the drive and ambition to succeed in a dynamic environment Able to remain calm and professional under pressure, adapting flexibly to support the wider team and assets Key Responsibilities Leadership & Operational Oversight Act 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 Compliance Ensure 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 Management Supervise 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 Management Assist 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 Management Support 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 & Communication Foster 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. Our Values Professionalism | We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standards Ownership | 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 blame Entrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisions Meritocracy | 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 potential Action This Day | We never put off anything until tomorrow that can be done today

Location: Middlesbrough, UK, GB

Posted Date: 7/31/2025