Cleaning Manager

LOCATION: One Stop Shopping Centre

SHIFT PATTERN: 5 out of 7 8 hour days, 40 hours per week

SALARY: £37,000 per annum

The Cleaning Manager will be responsible for managing the Cleaning Operation at One Stop Shopping Centre, which will include day to day contact with the Client, Operations, HR related processes, Management Reporting, Stock ordering and replenishment and Management of the Cleaning budget.

Main Duties & Responsibilities:

• Lead the Cleaning / Presentation team to ensure there is a positive and motivational supportive working environment.
• Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and sign off of all duties and tasks complete.
• A focus on training and development of the team, to establish good working practices with a vision and focus on both the cleaning operation and creating meaningful positive customer experience interactions.
• Security, Health and Safety and compliance.
• Best Practice and Innovation.
• Provide professional support to the business in service-related matters and to the Shopping Centre in all contractual matters.
• Taking ownership and manage to conclusion all cleaning feedback or complaints.
• Focus on strategic planning and implementation of best practice and innovation to ensure we remain at the forefront of cleaning and operational practices.
• Ensure the cleaning and presentation team are equipped and have the knowledge to positively impact the guest experience for all estate users daily.
• Manage and report on all cleaning operational budgets, including forecasted spend.
• Control the delivery of staff rosters, completion of payroll and correct manning level.
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues.
• Carry out and manage daily centre audits to ensure high standards of cleanliness and a safe environment is always evident throughout the centre.
• Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report this monthly.
• Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all.
• Ensure strict compliance to the Data Protection Act, GDPR and associated regulations.

Communication:

• Ensure effective operational communication including meetings, handovers and reporting.
• Attend daily/weekly/monthly business progress meetings and team meetings as required.
• Written reports to aid in company communication both internally and externally should prove concise and sound.
• Communication of the Business Plan objectives should be applied to all levels of the business.

Brand Enhancement:

• Ensure that the Centre Brand Guidelines are always adhered to and develop the team to deliver first class Customer Service.
• Ensure close liaison with the senior leadership team including the Operational Management team.
• Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
• Satisfy guest expectations of value by understanding the relative importance they place on quality of services and facilities.

Person Specification:

• Preferred experience in similar role ideally within either the Retail, Hotel or Tourism and Travel industries.
• Able to manage complexity and able to deliver with short deadlines.
• Outstanding stakeholder management, strong relationship building and influencing skills.
• Ability to work in a team environment and autonomously, A high energy, calm under pressure, real team player.
• Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment.
• Experience in managing and coordinating crisis and emergency response.
• Excellent verbal, written, interpersonal & communication skills.
• Fluent in English, other European languages would be desirable.

Essential:

• Able to work some weekends/late nights, shift cover to ensure full management of our operation.
• Considered a ‘go to’ person recognised as a role model internally and externally.
• Demonstrates high personal standards, able to identify positive behaviours in others.
• Demonstrates consistent excellence in standards, behaviours, knowledge and skills.
• Develops knowledge and skills of others to deliver objectives.
• Experienced in influencing people, including people senior to their role.
• Experienced in training, coaching and developing others.
• Innovative and creative, challenges accepted beliefs.
• Motivated to participate in development opportunities that increase capability and performance.
• Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation.

Desirable:

• Microsoft Outlook, Word, Excel, PowerPoint.
• Proven experience in operational management.
• Proven experience in developing others.
• BICSc qualification.
• IOSH (desirable, but not essential).