Estate Manager

Mitie; Liverpool; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading facilities management firm in Liverpool is seeking an Estate Manager to oversee daily operations at Liverpool ONE. This role involves ensuring safety, security, and an exceptional experience for all visitors while leading operational responses to incidents. The ideal candidate will have proven experience in operations management, strong leadership skills, and a deep understanding of health & safety protocols. Join us to drive excellence in operational delivery during peak trading periods and manage relationships with tenants and stakeholders.

Qualifications

• Experience in Duty Manager, Operations Supervisor, or Senior Operations role.
• Knowledge of health & safety, emergency management, and compliance.
• SIA licence or experience with security operations.

Responsibilities

• Oversee daily operational delivery across cleaning and security.
• Lead responses to incidents, ensuring compliance with safety protocols.
• Conduct regular inspections and maintain accurate incident reports.

Skills

Leadership skills

Conflict resolution

Customer service

Communication skills

Situational awareness

Education

IOSH Managing Safely qualification

First Aid certification

Tools

Microsoft Office

Job description

Our Values and Purpose

Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture – our core values and how we behave:
  • We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
  • We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
  • We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
  • Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
  • Our customers’ business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job Purpose

The Estate Manager at Liverpool ONE is accountable for the effective day‑to‑day operation of the estate, ensuring a safe, secure, and outstanding experience for all visitors and brand partners. As the senior on‑site representative during their shift, the Estate Manager provides strong leadership to frontline teams, leads incident and escalation management, and ensures full compliance with operational, safety, quality, and service standards while driving operational excellence across the estate.

Key Responsibilities

Operational Leadership

• Oversee daily operational delivery across cleaning, security, guest services and other partner functions.
• Lead operational responses to incidents and emergencies, ensuring appropriate escalation and resolution.
• Conduct regular estate walkabouts to maintain presentation and readiness, especially during peak times.
• Ensure all tasks (scheduled and reactive) are completed and logged via operational systems.
• Ensure all operational procedures, policies, and service standards are consistently followed.

Health, Safety & Compliance

• Lead responses to incidents such as medical emergencies, evacuations, security issues, and customer complaints.
• Ensure compliance with health and safety legislation, emergency procedures, and risk management protocols.
• Conduct regular inspections and ensure hazards are identified and addressed.
• Maintain accurate incident reports and operational records.

Team Leadership

• Leads by example, setting expectations for behaviour, service and compliance, and positively influencing others through visible, hands‑on leadership.
• Demonstrates leadership without formal authority by influencing cross‑functional teams, contractors and stakeholders to achieve operational objectives and service standards.
• Promote a positive, professional, and customer‑focused workplace culture.

Stakeholder & Tenant Engagement

• Act as a key liaison between tenants, contractors, and centre management, building productive relationships with retail brands, contractors and Elevate partners.
• Gather partner feedback to identify improvements in operational delivery.
• Resolve escalated customer and brand partner issues promptly and professionally.
• Support major events, promotions, and peak trading periods.

Reporting & Continuous Improvement

• Prepare shift reports, incident logs, and operational summaries.
• Identify opportunities to improve service delivery, safety, and operational efficiency.
• Assist with audits, compliance checks, and centre‑wide initiatives.

Guest Experience

• Support guest experience initiatives (e.g., events, activations, VIP visits).
• Respond professionally to customer feedback and escalated service incidents.
• Champion a welcoming, clean and safe environment that enhances the guest experience.

Typical Tasks Include

• Act as the senior on‑site point of contact, coordinating multiple teams and partners to ensure safe, compliant and efficient operations.
• Provide direction, guidance and decision‑making during live operations and incidents, gaining cooperation and commitment from colleagues through credibility, communication and professionalism rather than hierarchy.
• Build strong working relationships with internal teams and external partners to drive collaboration, resolve issues and maintain high performance standards.
• Monitor safety and compliance across all areas of the Liverpool ONE Estate.
• Coordinate with retail partners and contractors.
• Manage incidents, emergencies and guest escalations.
• Accurate reporting and detailed handovers at shift changes.

Person Specification

Skills & Competencies

• Strong leadership and decision‑making skills.
• Ability to remain calm and decisive under pressure.
• Excellent communication and interpersonal skills.
• Strong customer service and conflict resolution ability.
• High level of situational awareness and attention to detail.
• Good knowledge of health & safety principles, preferably with qualifications (e.g., IOSH, First Aid, Fire Warden).
• IT proficiency (Microsoft Office, incident/rota systems).
• Professional, proactive and guest‑focused mindset.
• Ability to work flexible hours, including weekends and public holidays.

Experience & Qualifications

• Proven experience in a Duty Manager, Operations Supervisor, or Senior Operations role.
• Experience in shopping centre, retail, hospitality, security, or facilities environments preferred.
• Knowledge of health & safety, emergency management, and compliance requirements.
• SIA licence or experience with security operations.
• Strong computer literacy and reporting skills.
• First Aid, Fire Warden, or similar certifications (desirable).
• IOSH Managing Safely qualification desirable.

Working Conditions

• 42‑hour week working 12‑hour shifts on a 4 on 4 off basis including late nights, weekends, and public holidays.
• On‑call availability may be required to support the operational needs of the business during major incidents or events.