Duty Manager

ABM UK; City of Edinburgh; On-site; GBP 30,000 - 40,000; Full time

Job summary

ABM UK seeks a Duty Manager for The Gyle Shopping Centre in Edinburgh, overseeing essential operations in a dynamic retail environment. The successful candidate will lead a diverse team, ensure exceptional customer service, and implement innovative solutions to enhance the visitor experience.

Benefits

24/7 GP access for you and your family

Mental Health support and Counseling

Get Fit Programme

Financial and legal support

Cycle to work scheme

Employee app with discounts and cashback offers

Qualifications

• Proven leadership experience with the ability to motivate and manage diverse teams.
• Excellent communication, organizational, and problem-solving skills.
• Forward-thinking mindset committed to innovation and operational excellence.

Responsibilities

• Supervise daily soft services operations including security and cleaning.
• Inspire and manage a diverse team while fostering innovation.
• Address customer inquiries and maintain high service standards.

Skills

Leadership

Communication

Problem Solving

Team Management

Job description

LOCATION: Gyle Shopping Centre, Edinburgh EH12 9JX

SHIFT PATTERN: VARIOUS SHIFTS

WORKING HOURS: 45 HOURS PER WEEK

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department [e-mail]. We're here to help!

Overview of Location

We are seeking a dynamic Duty Manager for The Gyle Shopping Centre—an ever-changing, fast-paced retail environment located on the west side of Edinburgh. Spanning approximately 415,000 square feet, The Gyle hosts over 70 retail units and is anchored by major retailers such as Marks & Spencer and Morrisons, along with popular names like Boots, Next, and JD Sports.

As the Duty Manager, you will report directly to the Soft Services Manager and take charge of overseeing essential operational areas including security, cleaning, landscaping, and maintenance. We are seeking a proactive leader with a proven ability to motivate teams, deliver exceptional customer service, and implement forward-thinking solutions in a dynamic setting. Your role will be pivotal in ensuring that every visitor enjoys a safe, welcoming, and inspiring atmosphere at Gyle.

Main Duties & Responsibilities:

Key Responsibilities

Operational Oversight:

• Supervise daily soft services operations—including security, cleaning, landscaping, and maintenance

• Continuously monitor service standards and implement improvements to maintain an exceptional visitor experience.

Team Leadership:

• Inspire, guide, and manage a diverse team while fostering a culture of innovation and proactive problem-solving.

• Develop and manage flexible schedules to ensure optimal team performance across varying operational demands.

Customer Service:

• Uphold high service standards by addressing customer inquiries and concerns with professionalism and empathy.

• Cultivate a positive environment that enhances the overall visitor experience.

Administrative & HR Duties:

• Oversee HR investigations with fairness and integrity alongside routine administrative tasks to support the soft services function.

• Collaborate closely with the Soft Services Manager to streamline processes and drive continuous operational enhancements.

Innovative Problem Solving:

• Quickly identify potential challenges and proactively implement creative, forward-thinking solutions within the fast-paced context of Gyle.

Qualifications & Skills

• Proven leadership experience with a demonstrated ability to motivate and manage diverse teams.

• Excellent communication, organizational, and problem-solving skills—essential for thriving in a dynamic, fast-paced environment.

• A forward-thinking mindset with a commitment to innovation, continuous improvement, and operational excellence.

• Experience from a shopping centre background is not essential; strong leadership skills and a drive to excel are our primary qualifications, supported by comprehensive training in specific operational procedures.

• Iosh Managing Safley

• Excellent written and verbal communication skills

Desirable

• SIA Security License

• CCTV license desirable

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.