At StarCity Entertainment in Birmingham, we are loud and proud about our vision to be diverse, vibrant, stand out and creative in a fun environment. We proud to show we offer the greatest customer experience with high level energy and interaction, passionate that we have fun whilst at work. No two days will be the same with, you will be a part of making a difference within our local communities with your sparkling can do attitude and a passion to be a cut above the rest. If you too can offer fabulous customer service, creative flare, passion to communicate and proud to be a part of change, then we are the team for you. Main duties will include leading Soft Services as directed by the Centre Manager, ensuring full compliance with Health & Safety Policy for the centre and complying with their individual responsibilities to ensure that the requirements of the Regulatory Reform (Fire Safety) Order are complied with, in line with company policy and site procedures.
Purpose of the Role & Key Responsibilities
- To lead Soft Services as directed by the Centre Manager. • To carry out duties in accordance with instructions issued by Centre Manager. • Provide a safe, clean, and welcoming environment for our guests, staff and contractors • Assist with enquiries from the contractors/members of public as required • To ensure full compliance with Health & Safety Policy for the centre. • To comply with their individual responsibilities to ensure that the requirements of the Regulatory Reform (Fire Safety) Order are complied with, in line with company policy and site procedures. • To ensure that all contractors & tenants follow the rules & regulations of the Centre • Ensure that all incidents, H&S issues are recorded & logged and escalated with the NOC & via electronic reporting eg Data Station • Ensure that contractors arriving on site adhere fully, to requirements for contractor management and site H&S in line with the company policy and site procedures • Ensure all contractors are signed in correctly using Sky Visitor Contractor Management Software • Ensure the overall effectiveness and efficiency of security and customer care provision. • Supporting the Soft Services Manager in achieving the aims and objectives of the Centre's Cleaning, Security and FM functions • Ensure all operational personnel are performing their duties to the appropriate standard. • Provide feedback on the performance of Duty & Cleaning teams to Centre Management. • Provide ongoing support, guidance to tenants re security awareness training, waste procedures, liaising with tenant managers advising them of how to improve their performance where required. • Report any significant incidents, to Centre Management & the NOC as required • Support Centre Management through encouraging communication between tenants using the Savills Insights App • Co-ordinate the evacuation of the Centre in an emergency in accordance with the Centre's evacuation plan. • Support the implementation of specific security plans for events etc • Reporting any maintenance or health and safety issues to Centre Management and log as required using Job Logic • Ensure close liaison with the Local Police, external agencies and encourage communication amongst tenant and their security providers • Building, Car parks, perimeter, tenants units are all secure • Reporting H&S issues with Centre Management • Reporting incidents with Centre Management • Task Duty and Cleaning teams with daily & weekly compliance checks • Updating of Duty Teams Training Matrix
Daily deployment matrix issued to the management team, in line with the centre's strategy plan
Deployment matrix to be led by the Duty Manager, ensuring that positions are covered & incidents are attended to by the duty Manager in a promptly manner.
Weekly Staff briefings are being held by the duty manager, to discuss centres strategy, current trends and business critical information.
Responsible for team rotas, team holidays and working alongside the soft services manager with payroll.
The 5 E's strategy/values of SMR. Ensuring that the values are supported and met by the Duty manager & team.
Develop & train team members that are looking to upskill within the business, through SMR & site Development plans
Support the management team with the recruitment process
Daily handover communications, send onto the management team (End of day)
To support the management team in conducting audits and records maintained
Managing incidents on site in line with the centres strategy & Savills policy & procedures. Operational with your team and to lead on going incidents with confidence & resolution.
Skills, Knowledge, and Experience
- Ensuring that you are proactive
- leading by example
- Prioritising workload
- Excellent verbal and written Communication skills
- Problem solving and reporting back with any issues
- Key decision making
- Self-motivated & motivating your team
Working Hours - Full time working hours, 36 Hours per week - 4 on 4 off rota.
Shift time patterns are Monday to Thursday 12:30 & 22:30 – Friday to Sunday 12:00 - 00:00.
Salary - £13.32 per hour, overtime available
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Please see our Benefits Booklet for more information.