Cleaning Manager

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About The Role

To ensure the profitable, efficient and safe operation of the cleaning contract within the Shopping Centre. This includes 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 teamwork, innovation, best practices, and a highly motivated and appropriately trained operations team.

Working with support staff committed to the One Team’ ethos to manage, retain, and improve the current contract service delivery while developing a 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 Role

• Manage, co-ordinate and lead the cleaning team function optimising the use of internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.
• Develop, implement and monitor service level agreements (SLA’s) and key performance indicators (KPI’s) including customer satisfaction and the use of benchmarking for continuous improvement.
• Be responsible for developing and implementing robust processes and procedures to ensure all operational activities are carried out in a structured, professional and client-focused manner.
• Promote One Team One Complete Solution.
• Ensure appropriate level of staff retention through effective leadership, motivation and development.
• Maintain a safe working environment through compliance with all company health and safety policies and procedures.
• Ensure appropriate staffing levels are maintained with necessary skills and provide all necessary training and development.
• Drive a one team ethos through the whole centre to enhance the customer experience’.
• Ensure all OCS staff understand the business objectives of the client.
• Participate in activities that raise the profile of OCS, including networking opportunities outside normal office hours.
• Keep up to date with developments in practices, techniques, and products, ensuring compliance and delivery of best practice.
• Liaise with internal and external statutory bodies to ensure compliance with OCS and industry regulations.
• Recruit, develop and manage the performance of all onsite operational staff.
• Motivate staff to deliver a high-quality experience to customers.
• Carry out any other reasonable instructions of the Management as directed.
• Regularly inspect all staff uniforms and monitor standards of cleanliness.
• Complete regular audits and report back to line manager / OCS.
• Produce monthly reports for the client in line with the KPI’s in place for cleaning.
• Attend external meetings on behalf of the client as required.

Educational Level

• Highly literate and numerate (essential).
• Good I.T Skills.
• Ideally educated to HNC or equivalent with a minimum qualification of O’ level passes.
• Competent in 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 NEBOSH Certificate (OCS will train if not).
• 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.
• Evidence of hands-on operational experience and 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 communicating and selling new ideas at all levels.
• Preferable skills to have worked with and motivated casual workers in a difficult workplace.

Personal Characteristics / Attributes

• Must be self-motivated and results orientated with effective interpersonal skills.
• Demonstrate commitment to support 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.
• Ability to mentor and develop subordinates.
• High degree of interest in personal development and career progression.

About Us

OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services.

The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

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