Estate Manager
| Posting date: | 22 December 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 19 January 2026 |
| Location: | L1 8JQ |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 87841 |
Summary
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:
o 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.
o 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.
o 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.
o 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 e and is treated as an equal.
o 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
-Acting as the senior on-site point of contact, coordinating multiple teams and partners to ensure safe, compliant and efficient operations.
-Providing direction, guidance and decision-making during live operations and incidents, gaining cooperation and commitment from colleagues through credibility, communication and professionalism rather than hierarchy.
-Building strong working relationships with internal teams and external partners to drive collaboration, resolve issues and maintain high performance standards.
-Monitoring safety and compliance across all areas of the Liverpool ONE Estate.
-Coordinating with retail partners and contractors.
-Managing 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.
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:
o 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.
o 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.
o 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.
o 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 e and is treated as an equal.
o 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
-Acting as the senior on-site point of contact, coordinating multiple teams and partners to ensure safe, compliant and efficient operations.
-Providing direction, guidance and decision-making during live operations and incidents, gaining cooperation and commitment from colleagues through credibility, communication and professionalism rather than hierarchy.
-Building strong working relationships with internal teams and external partners to drive collaboration, resolve issues and maintain high performance standards.
-Monitoring safety and compliance across all areas of the Liverpool ONE Estate.
-Coordinating with retail partners and contractors.
-Managing 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.