Shift Operations & Customer Experience Lead

Signature Group; City of Edinburgh; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Staff discount (25-50%) on F&B

Employee Assistance Program

Extra annual leave days

Job summary

Signature Group is seeking a Duty Manager to oversee daily operations across venues in Scotland, ensuring consistent service delivery during shifts. You will supervise staff, resolve issues promptly and maintain a positive work environment while upholding brand standards.

In this role you will manage customer queries, ensure health and safety compliance, and report performance to senior management. Previous hospitality experience and strong leadership are essential for success.

Qualifications

• Experience in leading and motivating a team to high performance.
• Clear and effective verbal and written communication with staff and customers.
• Ability to make quick, informed decisions and resolve issues professionally.
• Strong focus on delivering outstanding customer service and satisfaction.
• Knowledge of health and safety regulations and safe working practices.

Responsibilities

• Oversee day-to-day operations across all departments during shifts.
• Supervise and support staff, ensuring standards are met and issues resolved.
• Handle customer queries and complaints to ensure high levels of satisfaction.
• Maintain health, safety and hygiene standards with regular checks.
• Record daily operations and incidents; provide reports to senior management.

Skills

Leadership & Team Management

Excellent Communication Skills

Problem-Solving & Decision-Making

Customer Service Excellence

Health & Safety Knowledge

Job description

Signature Group is seeking a Duty Manager to oversee daily operations across venues in Scotland, ensuring consistent service delivery during shifts. You will supervise staff, resolve issues promptly and maintain a positive work environment while upholding brand standards.

In this role you will manage customer queries, ensure health and safety compliance, and report performance to senior management. Previous hospitality experience and strong leadership are essential for success.