Job Description

Main duties

Manage operations - maintain quality of services to customer

Detailed understanding on business needs

Timely client visits as required to maintain effective relationships and to discuss services provision. Get customers to give written comment on standards.

Carry out Q Audits on all sites each month an submit on time

Carry out cleaning and safety inspections on site, at intervals stated in the Cleaning Quality Plan and in the RAG Audit Book.

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 24 hours

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

Conduct risk assessments in line with policy, completing and ensuring correct storage of relevant paperwork

Ensure the Contract Cleaning Specification is adhered too

Inform the client of other MITIE Group Disciplines

Liaise with subcontractors

Ensure the KPI is achieved

Ensure familiarity with the QHSE policy and duties as an individual and manager as part of that policy

Ensure no portfolio losses due to poor service 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.

Where applicable, visually check that company vehicles are being used and maintained in the correct and proper manner

Promotion of all Mitie Service lines

Control of labour and costs spend by period and by year

Ensure that payroll information is correct Manage People - recruit, lead and develop the team

Monitor and fill vacancies in a timely manner

Recruit staff using company procedures. Maintain staff numbers at the agreed level

Induct new and transferred staff in line with company policies and procedures

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 adhere to all site rules and maintain a smart appearance including the wearing of uniforms

Address and carry out required processes in relation to sickness absence, disciplinaries and grievances as required

Monitor labour turnover, absenteeism and cleaner standards Manage information

Maintain:

- Contract files - Ensure team members undertake relevant training for their roles - Site communication book - Site packs - A/L records through workplace +

Attend monthly meetings to review the performance on contracts

Carry out regular Team Briefings with team members Manage Yourself

Manage own time effectively. Weekend working required

Co-operate with requests from clients and managers and respond to requests for assistance when necessary

Attend appropriate training sessions



Person Specification

Good organisational and time management skills with the ability to be flexible

Strong customer/client focused attitude

Strong interpersonal skills and the ability to build good working relationships

Customer relationship and dispute management skills

Good verbal, IT and written communication skills

Approachable for team members and client

People Management, development and leadership skills

Ability to work individually and as part of a team

Support the business as required by the ROMs and regional directors

Full drivers licence required for this role



Health and Safety responsibilities

Follow Group and company policies and procedures at all times;

Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

Use all work equipment and personal PPE properly and in accordance with training received;

Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;



Information Security

Ensure compliance with Mitie's information security procedures in all activities;

Proactively identify and report security risks to your manager;

Report actual and suspected security incidents;



#FMM