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Cleaning Manager
4 months ago
To ensure the profitable, efficient and safe operation of the cleaning contract within the Shopping Centre. This is to include any peripheral services supplied to the client such as window cleaning, hygiene or any other facility provided by OCS. To provide a quality and innovative environment to all members of the team, customers, internal clients and tenants in accordance with company procedures. To provide a quality service, through team work, innovation, best practices, and the highly motivated and appropriately trained operations team. Working with support staff who are committed to the ‘One Team’ ethos of the site and working environment to manage, retain and improve the current contract service delivery with the aim of developing the continuous improvement culture throughout the site. To ensure that the team is developed to meet succession planning needs and client requirements.
You will be working 5 days per week as per operational needs, 06:00 to 22:00, 45 hours per week on a permanent, full-time basis. Main Duties & Responsibilities of the Role1.3.aManage, co-ordinate and lead the cleaning team function optimising the use of the internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.
The development, implementation and monitoring of service level agreements (SLA’s) and key performance indicators (KPI’s) including customer satisfaction and the development and use of benchmarking to enable continuous improvement and measurement against other organisations.
To be responsible for developing and implementing robust processes and procedures to ensure that all operational activities are carried out in a structured, professional and client focused manner. The services provided will be monitored and reviewed to ensure added value is achieved.
1.3.bTo promote One Team – One Complete Solution.
1.3.cTo ensure appropriate level of staff / operative retention through effective leadership, motivation and development.
1.3.dTo ensure that a safe working environment is maintained through compliance with all company health and safety policies and procedures
1.3.eTo ensure that appropriate staffing levels are maintained with the necessary skills and provide all necessary training and development to ensure their competence in their respective roles.
1.3.fTo drive a one team ethos through the whole centre and ensure that all OCS staff are working together to enhance the ‘customer experience’ from the minute they enter the centre to the minute they leave.
1.3.gTake an active part with Management in ensuring all OCS staff understand the business objectives of the client.
1.3.hTo participate fully in any activities, including opportunities for networking that raise the profile of OCS. Some activities being outside normal office hours.
1.3.iTo keep up to date with developments in practices, techniques and products. Keep abreast of changes to legislation and amendments to approve codes of practice and introduce appropriate measures to ensure compliance and delivery of best practice.
1.3.jLiaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
1.3.kRecruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements.
1.3.lMotivate staff to deliver a high quality experience to customers.
1.3.mCarry out any other reasonable instructions of the Management as directed.
1.3.nRegularly inspect all staff uniforms, monitor standards of cleanliness & replace as required
1.3.oComplete regularly ‘walk the walk’ audits & reporting back to line manager/OCS
1.3.pProduce monthly reports for the client, to fall in line with the KPI’s in place for cleaning.
1.3.qAttend external meetings either with the client or on their behalf to local Service Partners and local Business Forums as and when required. Educational Level
Highly literate and numerate (essential)
Good I.T Skills
Ideally educated HNC or equivalent with a minimum qualification of ‘O’ level passes.
Competent in the use of Microsoft Word, Excel, PowerPoint and Outlook
Understand budgets and basic accounts
Excellent skills in mathematics
Support / develop / implement a staff development program
Professional Qualifications
BICS qualified or equivalent
Hold an IOSH or NEBOSHH Certificate (OCS will train if not)
Be a member of a professional body such as BIFM or CABE or working towards it.
Knowledge of other soft services and experience in delivery is preferred
Preferred IPAF licence
Preferred PASMA licence
Experience
Experience in managing a cleaning service based contract.
Proven track record of continuous improvement achievement
Proven track record in delivering effective customer service whilst maintaining appropriate operating margins.
Evidence of “hands-on” operational experience and a track record of successful client relationship management.
Evidence of HR management skills, particularly in relation to organisational change.
Successful track record in developing a “customer focused” service culture
Proven record of managing, motivating, developing and retaining a workforce.
Capable of innovative decision making and idea development.
Capable of thinking outside of the box
Capable of motivating people to help develop new concepts / procedures.
Capable of communicating and selling new ideas / working conditions at all levels.
Preferable skills to have worked with and motivated casual workers in a difficult work place
Personal Characteristics/Attributes
Must be self-motivated and results orientated with effective inter – personal skills and the ability to communicate at all levels with honesty and integrity with openness and transparency.
Must be able to demonstrate commitment to support the rest of the team at times of crisis.
Maintain Client Liaison throughout the centre and work closely with the centre management team.
Highly organised with the ability to prioritise workload and delegate effectively to direct reports
Ability to mentor and develop subordinates, counselling and coaching as necessary.
High degree of interest in their own personal development and future career progression.
