Duty Manager

Mitie Group plc.; Greater London; On-site; GBP 42,000; Full time

Job summary

A leading facilities management company seeks a Workplace Duty Manager for their City of London Campus. This role involves overseeing daily operations, managing a diverse team, and ensuring a high-quality experience for clients and staff. Candidates should have 1-2 years of leadership experience in hospitality or corporate settings, excellent communication skills, and the ability to handle complex issues. The position offers a competitive salary up to £42,000 per annum along with various perks including annual leave and professional training opportunities.

Benefits

25 days annual leave plus bank holidays

Pension scheme

Training and development opportunities

Employee recognition programmes

Access to wellbeing services

Qualifications

• 1–2 years of leadership experience in duty management or supervisory roles.
• Ability to resolve complex issues under pressure.
• SIA certification or willingness to obtain.

Responsibilities

• Supervise Guest Services and Housekeeping teams.
• Make informed decisions to maintain service continuity.
• Manage client relationships and resolve issues quickly.
• Assume accountability for all services in the absence of senior management.
• Oversee meeting room readiness and AV systems.
• Create and manage staff rotas and attendance records.
• Coordinate urgent contractor call-outs for building issues.
• Lead health and safety practices across services.
• Identify opportunities for service improvement.
• Deliver training and support team development.
• Promote a positive and inclusive work environment.

Skills

Leadership experience

Strong communication

Stakeholder management

Problem resolution

Attention to detail

Proficiency in Microsoft Office

Team development

Tools

Visitor/space management systems (e.g., Condeco, ProxyClick)

Job description

Workplace Duty Manager - Lloyds Banking Group, City of London Campus
Employer: Mitie
Location: Lloyds Banking Group - City of London Campus
Reports to: Regional Front of House Manager
Salary: Up to £42,000 per annum
Working Pattern: Monday to Friday, regular shifts 1pm -10pm

About the Role

Step into a pivotal leadership position as Workplace Duty Manager at one of the UK's most prestigious corporate campuses. You'll be the on‑site authority, ensuring flawless operations and an exceptional workplace experience. In this role, you'll combine strategic oversight with hands‑on leadership – setting standards, inspiring teams, and making critical decisions to keep services running seamlessly. When senior management is away, you'll take full responsibility for all services, acting as the go‑to leader for staff, clients, and stakeholders.

Key Responsibilities

• Lead & Motivate Teams: Supervise Guest Services, Lobby & Roving Ambassadors, Housekeeping, and Security teams. Drive performance through clear direction, coaching, and recognition, ensuring every team member delivers a five‑star experience.
• Act as the Decision‑Maker: Be the first point of escalation for operational issues, service failures, and client concerns. Make confident, informed decisions under pressure to maintain service continuity.
• Manage Stakeholder & Client Relationships: Build strong, professional relationships with client representatives and key stakeholders. Communicate proactively, resolve issues quickly, and ensure expectations are consistently exceeded.
• Responsible Person On Site: Assume full accountability for all services in the absence of the Facilities Manager and Regional Front of House Manager. This includes managing critical incidents, coordinating responses, and ensuring compliance with all standards.
• Event Space Leadership: Oversee the readiness of meeting rooms and event spaces for the next day. Ensure AV/IT systems are functional, layouts meet client requirements, and porterage tasks are completed.
• Operational Planning: Create and manage staff rotas, monitor attendance, and handle last‑minute staffing changes. Maintain accurate records for absence reporting and ensure resource allocation meets service demands.
• Contractor Coordination: Arrange urgent contractor call‑outs for building issues or technical failures. Liaise with suppliers to ensure timely resolution and minimal disruption.
• Collaborate for Success: Work closely with the Facilities Manager to anticipate and resolve client concerns, address building failures, coordinate urgent contractor call‑outs, and manage escalations swiftly and effectively – ensuring uninterrupted operations and a premium service experience.
• Champion Safety & Compliance: Lead health and safety practices across all service areas. Respond to incidents, conduct risk assessments, and report deficiencies promptly.
• Drive Continuous Improvement: Identify opportunities to enhance service delivery, streamline processes, and introduce innovative solutions.
• Team Development: Deliver Toolbox Talks, training sessions, and inductions. Support recruitment and mentor team members to build future leaders.
• Promote Inclusion & Culture: Foster a positive, inclusive environment that values diversity and encourages collaboration.

What We're Looking For

• 1–2 years of leadership experience in duty management or supervisory roles within high‑end hospitality or corporate environments.
• Strong communication, influencing, and stakeholder management skills.
• Proven ability to resolve complex issues under pressure.
• Professional presentation and exceptional attention to detail.
• Proficiency in Microsoft Office and visitor/space management systems (e.g., Condeco, ProxyClick).
• SIA certification (or willingness to obtain).
• Comfortable using wearable/mobile tech (radios, tablets).
• Ability to manage high volumes of queries across multiple platforms.

Our Values

• Lead by example and inspire growth.
• Act with integrity, professionalism, and passion.
• Embrace innovation and continuous improvement.
• Commit to health, safety, and environmental standards.
• Champion diversity and inclusion.

What's in it for You

• Competitive salary up to £42,000 per annum.
• Monday to Friday schedule.
• 25 days annual leave plus bank holidays.
• Pension scheme.
• Training and development opportunities.
• Employee recognition and reward programmes.
• Access to wellbeing and assistance services.