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Contract Support Manager

2 months ago

Swindon, Swindon, United Kingdom Nybor Ltd Full time
Job Description

Job Title: Contract Support Manager - Facilities Management

Job Summary:

We are seeking an experienced Contract Support Manager to join our team at Nybor Ltd. The successful candidate will be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry-leading service.

Key Responsibilities:

  • Manage the day-to-day operations of the team and their requirements, marrying this with a high-end cleaning provision and excellent soft services solution.
  • Ensure adequate staffing is maintained, implement training across the team, and work with the team to assist with the smooth running of the contract.
  • Take ownership of financial overtime, ensuring robust practices are in place for the management and reporting of these processes.
  • Ensure all training requirements are in place and that staff are suitably trained to undertake their role and fulfill their responsibilities, while being a mentor for development.
  • Lead in the supervision of the client's contract, ensuring services meet the requirements of interface with the clients, service providers, and stakeholders, to ensure expectations are being met and any additional services can be supported.
  • Be proactive in your management approach and have your finger on the pulse of all aspects of the business.

Leadership Behaviours:

  • Drive a culture of high-quality customer excellence, including leading by example, putting people first, and being innovative.
  • Be smart and professional in appearance and manner, client-focused, and proactive in seeking to resolve client problems through internal solutions.
  • Influence and build effective relationships with clients, internal stakeholders, employees, and other colleagues.
  • Co-ordinate direct and sub-contract labor for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve.
  • Ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review.

Role Responsibilities:

  • Ensure a high level of customer service is delivered and maintained at all times.
  • Lead in the planning and centre preparations for emergencies, supported by risk assessments and documented, tried, and tested procedures.
  • Rapidly assimilate information from all available sources to enable a solution to the problem to be reached.
  • Make significant strategic rational and objective decisions based on the current situational report, ensuring that decisions and actions are documented, are effectively communicated, and delegated to relevant parties.
  • Remain flexible and apply innovative solutions to the changing dynamics of situations.
  • Provide exceptional leadership, management, and direction of all staff, making the best use of all available staff and their skills, taking into account their health, safety, and welfare, ensuring that all actions are compliant with both the Centre and corporate documented instructions.
  • Initiate and manage regular reviews of the assessments of risk under Health and Safety at Work Act, ensuring that corporate and departmental Health and Safety policies and procedures are implemented at all times.
  • In the event of an incident or emergency situation, take charge, supervise, and manage the situation, applying the strategic aims and objectives of the company.
  • Keep abreast of the latest available technology and make recommendations on the introduction of any suitable equipment or process.
  • Manage contract supplies, including where required, re-specify arrangements to optimize the cost, quality, and efficiency of service.
  • Provide clear and timely communication to clients, business, and any other party on key issues that affect the business operation, customer, and strategic service delivery.
  • Ensure all incidents are logged and managed effectively through to completion.
  • Ensure standards of dress, safety, and presentation are maintained throughout the team.
  • Ensure all required reports are completed fully in a timely fashion on all required platforms.
  • Manage the recruitment process for all new staff and ensure the Security & Cleaning team is adequately resourced at all times.
  • Ensure that manning requirements are met on a daily basis and ensure that Workplace+ is fully up to date at all times.
  • Ensure the required training is delivered to all staff and the required training targets are met, including site induction for new team members, site-specific training matrix, and the client training programme.
  • Ensure that all disciplinary/staff welfare/staff performance reviews/time and attendance matters are dealt with in accordance with business policies and procedures.
  • Ensure that all contractual requirements are properly filled and escalate any concerns to the Head of Operations and Account Director.
  • Manage Key Performance Indicators and service level agreements, which are to be reviewed on a monthly basis with the site-based client, all actions to be recorded and completed in a timely fashion.
  • Build a close and trusted relationship with all other parties within the centre, including suppliers, retailers, and client staff.
  • Design and implement strategic business plans to the benefit of the company operation and in line with client requirements, ensuring they comply with current legislation, quality requirements.
  • Ensure that both the client and company are represented in a professional and credible manner.

Person and Skills Required:

  • Previous experience of working in a Soft Services Management role.
  • Enthusiastic, motivational, someone who strives for excellence.
  • Someone who takes the initiative and drives for results.
  • Organized, able to make robust judgments and prioritize.
  • Honest, transparent, and consistent.
  • Gain and hold the respect of others.
  • Previous experience in a high-end retail environment.
  • Have a flexible approach with a can-do attitude.
  • Strong commercial awareness.
  • Ability to monitor and challenge the use of processes.
  • Excellent communication and relationship-building skills.
  • Excellent analytical skills to critically evaluate the information gathered and prioritize activity and ongoing communication.
  • Resourceful and creative, able to deliver proactive initiatives within a large security department.
  • Significant experience of managing people and challenging situations.
  • Excellent oral communicator and proven ability in presenting information at a senior level.
  • Strong written skills for reports, incidents, and presentations.
  • Excellent interpersonal skills, to liaise with security officers, managers, and directors.
  • Commercial awareness and management of a large security budget.
  • Strong influencing skills to achieve business objectives.