Estate Manager

Job Summary

The Estate Manager owns service quality, customer satisfaction and operational delivery across the Howard de Walden Estate. They lead the cleaning team ensuring exceptional cleaning standards and tailored service across a diverse Estate. Managing the Team Leaders and providing strategic Estate-wide oversight, maintaining strong client relationships across the estate. Key duties include owning any service changes, management of budgets, Health and Safety and ESG leadership, and the continuous improvement of standards, systems, and team capability. This role drives innovation, sustainability and operational efficiency, ensuring the estate remains at the forefront of industry best practice.

Key areas of responsibility

Operational

· Responsible for Estate-wide service delivery and quality of service, completing and reviewing daily audits, ensuring customer engagement and satisfaction, and maintaining excellent client relationships across the Estate.

· Prepare and present at regular scheduled client meetings, covering KPI's, contract performance/development, ongoing improvements, future requirements & innovations onsite. This will be property specific and Estate wide.

· Create and provide a monthly operational report reviewing compliance, risk, spend, staffing and customer feedback.

· Drive standardisation of cleaning methodologies, quality assurance and best practice across the Estate.

· Identify efficiency opportunities, service enhancements and operational innovations.

· Carry out quality checks on completion of all Periodic/Window Cleaning Works, providing feedback to the Clients.

· Be fully conversant with all systems-based activities related to the role, including timesheet completion on a weekly basis as a minimum, producing workbills, and completing stores orders.

People

· Responsible for managing the Team Leaders – managing performance and development plans and dealing with any concerns.

· Deliver training in cleaning standards, equipment use, HSQE and tech systems. Monitoring overall Estate colleagues training completion in line with schedule and Company or Estate needs.

· Drive a culture of accountability, responsiveness, sustainability, inclusivity and customer focus.

· Empower Team Leaders to resolve people issues quickly, in line with Employment Law. Reporting to People Relations where issues need escalation.

· Ensure suitable resource allocation and effective supervision across shift patterns including cover for holidays.

· Ensure that new team members are fully inducted into both site and company procedures.

· Ensure all colleagues are compliant with our time and attendance system.

Commercial / Finance

· Review and control budgets, overtime, resource planning and cost control.

· Ensure the structure prevents overstaffing and unnecessary costs through strong Estate-level oversight - ensuring wage budgets are followed, contracted hours are delivered and any discrepancies are authorised

· Identify efficiency opportunities, productivity improvements and operational innovations, through ongoing contract reviews, to ensure we provide "Best in Class" service. Provide recommendations to enhance the service and drive increases to both colleague pay and contract value.

· Assisting credit control with resolving bad debts.

ESG

· Ensure sustainable cleaning practices aligned with Estate objectives (reduced chemical use, waste segregation, water and energy efficiency).

· Champion ESG reporting, environmental compliance and supplier sustainability commitments.

· Support innovation in equipment, consumables and methods to reduce environmental impact.

· Maintain a clear audit regime and Estate-wide risk controls ensuring risk assessments are up to date and valid.

· Ensure corrective actions are closed within 30 days; enforcing equipment, training and safety standards.

· Manage incident reporting, root-cause analysis and Estate-wide HSQE behaviours.

Necessary Qualifications, Skills and Experienceience

· Experience leading and managing complex premium multi-site Estates with teams working across 7 days per week and

· Experience managing and overseeing multiple service partner delivered services

· Exceptional or "Best in Class" customer experience and client management skills/experience.

· Demonstrated ability in budget management, labour planning, financial governance and cost optimisation.

· Track record of HSQE compliance, audit management and incident reduction.

· Strategic thinking balanced with operational execution.

· Strong leadership, coaching and people development.

· Experience of managing people and a good understanding of HR processes and policies

· Excellent communication, influencing and relationship-building.

· Data-driven decision-making and KPI management.

· Ability to drive continuous improvement and operational excellence.

· High level of organisation, resilience and calm performance under pressure.

· IOSH Managing Safely (minimum) or equivalent HSQE certification.

· Experience in preparing and presenting performance reports, providing minutes, and delivering against agreed actions and outputs. (essential)

· Be forward thinking around innovation and sustainability and able to bring new idea to the client and understand what is happening within the market.

· To work to a flexible time pattern in order to suit the needs of the business. This may include early mornings, weekends and evenings if required

· IT Literate with the ability to work with the company systems as well as client systems (essential). Proficient with Microsoft Office package

Job Types: Full-time, Permanent

Pay: Up to £55,000.00 per year

Benefits:

• Bereavement leave
• Employee mentoring programme
• Free flu jabs
• Health & wellbeing programme
• Paid volunteer time
• Referral programme
• Store discount

Work Location: In person