Head of Soft Services

4 weeks ago

Hounslow, United Kingdom Mitie Full time

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

**Role purpose**

The head of soft services role will be a senior leadership and management role within the Heathrow unitary management structure, reporting through to the Account Director, your role is to ensure the comprehensive governance, tactical and operational management of the airport's complex hygiene services I maintained in line with contractual requirements and clients expectation, this will include comprehensive logístical deployment and management of a significant work force, it is essential that you are people focused and standards driven.

The role's prime focus is on providing the passengers of Heathrow an exemplar service by delivering all that is pledged in the contract and its associated key performance indicators, the role works harmoniously in partnership with the client so strong communication skills are essential

**Responsibilities**
- Manage the Soft Services provision together with any other facilities management FM contractors or service providers that may be required to deliver services within the Heathrow Campus and extended premises, ensuring services meet the requirements of the department and its internal and external customers.
- Develop and maintain communication structures with suppliers & service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
- Conduct regular reviews / audits of Management Information to determine trends and ensure workspaces are operating efficiently and being managed in accordance with departmental strategy, ensuring opportunities for improvement and innovation are highlighted and reported.
- Work in partnership with contractors & FM service provider to ensure a safe working environment meeting all statutory, contractual obligations including departmental sustainability requirements.
- In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
- Act as the focal point of all key client soft services related issues - understand issues from a client perspective and work appropriately.
- Ensure that all services are coordinated for project works (major and minor works, churn etc.) that affect key client areas.
- Ensuring that client satisfaction levels always remain a prime focus.
- Maintain the highest standards of presentation, personal integrity, hygiene, and customer support.
- Understanding of help desk/call centre processes and work flow.
- Calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
- Able to view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records
- Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
- Champion change, highlighting the positive reasons for change by bringing innovation and ensure they become integrated solutions.
- Understands and applies appropriate employee legislation, safety, health and environment regulations.
- IT literate, demonstrable knowledge of operating computer aided facilities management software packages (i.e. Maximo).
- Use of MS Office software suite.
- To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
- To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
- To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options, taking into account the position of Outsourcers, location, accommodation and agent groups.
- To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
- To monitor recruitment and liase with the Pe

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