Soft Services Fm Lead

4 weeks ago

London, 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.

**Job Overview**
- To ensure the contracts are run safely and efficiently to the required standard.
- To liaise with clients and monitor site operations
- Regular communication with clients or their representatives. Opportunity for clients to "air their views" on MITIE's service.
- To manage the front of house, admin and cleaning teams, site operations are seven days a week so there would be an expectation on weekend working carried out on a rota basis with the Team leaders
- Continuation of Service Levels and all helpdesk calls closed
- Work additional to specification is agreed with client, documented, actioned and costs recovered.
- Clients' complaints and concerns are investigated and rectified swiftly.
- Achieve a positive safety culture on sites
- Hazards and risks are assessed prior to work commencing.
- Contracts are managed in line with specification
- A wider range of MITIE services are provided to clients
- Subcontractors provide a quality service
- Buildings are managed in line with the specification and contract
- Compliant with policy and safe working environment for all MITIE Staff
- Adequate materials and equipment on site
- Risk of accidents involving plant, equipment & PPE is reduced
- Accurate wage records are maintained
- Progress against target is monitored each four-weekly period
- Appropriate numbers and calibre of staff available
- Competent staff, able to cover a range of building activities
- Training is planned to meet the needs of staff

**Main duties**

**Manage operations - maintain quality of services to customer**
- Formally update the client on a weekly basis as to KPI performance, liases with client on a daily basis in regards to standard operational performance.
- Manage the team to provide a first class standard meet, greet and guest experience.
- Liase with the contact centre and challenge where required.
- Manage the administration function of all service lines for the client.
- Be the bridging gap between the client and customer representing the prestigious brand at all times.
- Carry out cleaning and safety inspections on site, at intervals stated in the Cleaning Quality Plan. Deal with non-conformities as a matter of urgency. Document and put into action rectification plan and monitor
- Respond to all helpdesk tasks within agreed KPI's
- Identify and agree "one-offs" and additional requirements with clients/ customer. Complete a once-off sales order.
- Deal with customer complaints or concerns within timescales laid down in the contract
- Observe all client and company statutory fire and safety regulations and promote good safety habits. Follow the advice in the MITIE Cleaning Health & Safety Booklet
- When trained, carry out risk assessments and complete MG(F)16 and MG(F)215/01
- Ensure the Contract Quality Plan and Contract Resource Sheet are adhered to.
- Inform the client of other MITIE Group Disciplines
- Liaise with subcontractors
- Ensure the KIP is achieved
- Follow your advice in your wellbeing. Ensure you are fully aware of your responsibility via QHSE Policy

**Manage finance - Control resources to achieve quality of service whilst keeping within the budget**
- Check and request materials and equipment within budget through the Branch Office, monthly/four weekly
- Ensure that plant, equipment and PPE is checked and replaced or repaired as necessary. Record on the "Health & Safety Audit and equipment record card
- Complete time sheets and calculate wages. Ensure wage budgets are not exceeded.
- Agree op centre target with line manager.
- Continually look for opportunities to introduce add on services, e.g. consumables, window cleaning, etc

**Manage People - recruit, lead and develop the team**
- Recruit staff using company procedures. Maintain staff numbers at the agreed level
- Regularly review the training and development needs of individuals. Carry out appraisals where appropriate
- Provide on-site training and support for staff.
- Prepare work schedules and periodic plans
- Ensure MITIE staff obey all site rules and maintain a smart appearance including the wearing of uniforms
- Maintain good team spirit
- When necessary, discipline staff in accordance with the company's disciplinary procedure

**Manage information **Maintain**
- Contract files
- Personnel files
- Training records
- Site communication book
- Site packs
- Annual Leave records
- Attend monthly branch meetings to review the performance on contracts
- Carry out regular Team Briefings with own staff

**Manage Yourself**
- Manage own time effectively. Weekend working as required
- Co-operate wi

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