Head of Soft Services

3 weeks ago

London Heathrow Airport, United Kingdom DAMICOR Full time

Damicor are currently supporting a FM integrator in their search for a Head of Soft Services role for Heathrow Airport. The Head of Soft Services role will be a senior leadership and management role within the Heathrow unitary management structure, reportingthrough to the Account Director. Your role is to ensure the comprehensive governance, tactical and operational management of the airport's complex hygiene services, maintained in line with contractual requirements and clients expectation, this will includecomprehensive 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 communicationskills 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 thedepartment 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 highlightedand 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 communicationswith 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 changesand 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 People Team to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Managers are required
To work closely with the Centre Planning & Resource teams, monitoring performance and trends with the MIS team and providing consultative support to the Central team.
- To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
- To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.
- To prepare for and attend reviews and appraisals, taking responsibility for self-development and training.
- Ensure recommendations to best use staff to achieve mandates are provided to the business
- Ensure appropriate level of training/catch-up hours are available
- Utilise Activity Based Costing information into short term forecasts
- Managing your own team of Resource Planning Analysts, Real-Time Analysts, Schedulers, Forecasters and MI Analysts
- Budget modelling responsibility for your department and the contact centre, or operation you support.
- Strategy development for changes in customer demand and expectations over the next 4 years
Person Specification
- Ability to engage with the senior client team with confidence and a keen understanding of strategy, tactical engagement and operational delivery
- People focused, passionate, kind and team orientated,
- Experience in dealing with sub-contractors and supply chain
- Confident in making decisions and follow up their decisions with action, achieving objectives by motivating and working through others.
- Experience of managing a Soft Services support team, including absence management and development of staff.

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