Head of Operations
2 weeks ago
**Location**: Croydon with onsite customer meetings across London and the Home Counties.
**Salary**: 55K+ bonus package (dependant on experience), Company Car
**Purpose**
To support the Directors in managing the day to day running and delivery of service to clients
**What we are looking for**
Significant sector/industry experience in commercial cleaning
Client relationship experience
Management experience
Must be detail-oriented, thorough, and able to use own initiative to solve problems
Must have the ability to work well in a team ensuring that tasks are completed, and issues are followed up and closed
Excellent time management and organizational skills are essential
Clear, structured, and professional in both writing and speech
Demonstrate an understanding of the importance of operating safely
Demonstrate an understanding of how you optimise, organise, motivate and manage staff in low margin industries
Deliver monthly reporting, through the analysis of collected data, delivering thought provoking insights
**Key Accountabilities**
Management of a portfolio of around 8.5K-10K business across around 150 clients
Develop effective relationships with clients ensuring their satisfaction with service delivery
Attend regular meetings with clients to discuss their services
Attend meetings on site with clients to resolve issues
Manage the Operations Team across London and the Home Counties
Manage cleaning budgets to sites avoiding overspends whist ensuring a high standard is being delivered
Ensure contract prices are reviewed and increases agreed with clients
Ensuring company processes are followed and that objectives are clear, to enable pro-active management of performance through the company appraisal system at all levels
Comply with all company and client policies and statutory regulations relating to Health & Safety, safe working practices hygiene, cleanliness, fire, and COSHH. This will include awareness of any specific hazards in the work place
To support and achieve new sales growth, identify opportunities for the company and work closely with the Business Development Team on bids and presentations
Manage, motivate and train staff members, ensuring competency and adherence to policies, procedures and legislation
Ensure management information required by the client is provided within time lines agreed as per the contract
Plan periodic cleaning activity in conjunction with Contract Managers
Monitor, record and resolve customer complaints, looking at root cause analysis to prevent the re-occurrence of issues. Communicate findings and resolution (and any process changes) to the relevant teams
Provide monthly reporting to Line Management
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