Multi-site Contract Manager

**ROLE PROFILE**

**Job Title: Cleaning Contract Manager**

**Reports to: Regional Operations Manager (Cleaning)**

**Location: Merseyside / Yorkshire**

**PURPOSE OF ROLE**:
To support the Regional Operations Manager in managing the day-to-day running, and the delivery of service to our clients’ sites, on time and on budget whilst increasing customer satisfaction levels and building loyalty. To lead and manage a team of AreaSupervisors and Site Supervisors across the area, ensuring customers specifications are met delivering cleaning services through safe and environmentally conscious methods.

**KEY ACCOUNTABILITIES**:
**Contract Performance, Cleaning Standards, Business Development and Customer Loyalty**
- Identify opportunities for growth and development of the service offered to existing sites, and any new opportunities arising in the area, creating and developing a plan to deliver growth.
- Maintain and develop a pipeline of new business activity, reporting activity/successes regularly
- Create and present sales proposals to the existing customer i.e. additional cleaning service, specialist cleaning, janitorial/caretaking service
- Carry out market research within the Health Centres, understanding and actioning feedback and findings
- To build strategic plans for the account to proactively provide ongoing support through the operations team and to retain existing business and win new work.
- Understand the contract documentation, agreed service specifications and requirements for each site within the contracts, managing and monitoring standards of performance, quality of cleaning and FM service across the sites, visiting sites regularly
- Understand, manage and monitor monthly business information and how the sites within the contracts are performing; collating, analysing and producing monthly statistics and reports for your area
- Plan periodic cleaning activity in conjunction with Area Supervisors
- Manage costs and budgets; understanding contract costing and fluctuations, allocating resources as appropriate and dealing with accordingly
- Monitor and advise on material and consumable usage across the Sites; ordering stock, equipment and uniforms as and when required
- Lead on contract management meetings, manage price changes and be the first point of contact for your contracts, regularly engaging, communicating and liaising with the customer and your teams, to ensure a great service level is delivered and any issuesare dealt with promptly and efficiently
- Implement and support where new initiatives have been identified to improve the outcome of the cleaning to the customer, be it enhanced standards or a positive financial gain
- Test and challenge cleaning effectiveness against recommended productivity rates across the portfolio
- Play a lead role in securing contract renewals and extensions and mobilising new business won
- Monitor, record and resolve customer complaints, looking at root cause analysis to prevent the reoccurrence of issues. Communicate findings and resolution (and any process changes) to the relevant teams and customer
- Complete and maintain relevant records (e.g., Quality Assurance documentation; Health & Safety records; training logs; etc.) accurately and on time

**Managing/Leading a Team**
- Lead, manage, motivate and inspire a team of direct reports to deliver a high standard of service for the customer
- Recruit, induct, train and advise teams on how to safely deliver high quality cleaning and soft FM services to the standards identified in the site specifications, considering all relevant legislation and regulations (e.g., COSHH)
- Ensure sites are effectively managed by your Area Supervisors and Site Supervisors and your teams understand, and can communicate, the service quality standards required
- Positively manage, complete and process relevant HR/Payroll information and documentation for your team (for example; attendance/absence, vacancies, timesheet approvals, appraisals etc)
- In conjunction with HR, the Regional Operations Manager and the Director of FM, chair or support disciplinaries and/or grievances
- Be the point of contact for your Area Supervisors and Site Supervisors with any queries, dealing with or referring to the correct person

**Health, Safety and Environment**
- Observe all safety procedures and instructions and assist in maintaining a safe workplace and reporting any accidents, hazards, near misses, damages or defects to tools and equipment to the appropriate person, understanding relevant Health & Safety andEnvironmental standards
- Complete and record site checks and audits, toolbox talks and job safety monitoring as required

**Qualifications & Experience**:
Essential:
Knowledge of the Cleaning industry / Soft FM Sector

Account management / contract management experience

Supervisory or management experience, leading a team

Proven business and commercial acumen, with change management skills and experience

Experience in delivering presentations and information to senior stakeholders

Valid full driving licence

Desirable: Appropriate cleaning or soft FM qualification

Benefits: Car Allowance or company car, Pension, 25 days holiday plus bank holiday, excellent progression opportunities