Cleaning Lead

LOCATION: 100 Bishopsgate, London, EC2N 4AA

SHIFT PATTERN: Monday to Friday, between 6:00am and 7:00pm. Flexibility is required to meet business needs. Shifts are 9 hours per day (including a 1-hour unpaid break), 40 hours per week.

PAY RATE: £20.46 per hour (approx. £42,500.00 per annum)

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The Cleaning Lead will be managing the cleaning operation at aprestigesite in the City of London. The siteoperatesseven days per week and has a 24-hour operation. The Cleaning Lead will haveday to daycontact with the client and will be responsible for the complete running of the site cleaning operation which will include, operations, HR related process, management reporting, client liaison and the financialwell beingof the contract (to name a few).

Purpose of the role

The Cleaning Manager is a key element in overseeing the daily running of the site from a cleaning perspective to ensure a welcoming,cleanand safe environment whilst working closely with all teams. The Cleaning Manageris responsible forthe implementation of the strategic direction for Cleaning
Operations on site, building the operating model including enhanced clean regimes,recruitingand engaging the cleaning team all with a focus on enhancing guest experience. The Cleaning Manager must be a leader and a role model to the cleaning team on site ensuring an engaged and positive culture whilemaintaininga well-run effective andinnovatecleaning operation.

The job holder will be part of the duty management team and will oversee a team of cleaning / presentation operatives who work on a shift basis, ensuring all facilitiesremainwell presented, safe and cleanat all times. He/ she will be the guardian to ensure that all are fit forpurposeand all colleagues are compliant with the standards andbehaviours. The Cleaning Manager will ensure the cleaning operation achievesthe highstandards and positive interactions with customers.

Key Responsibilities/Accountabilities:

• Lead the Cleaning / Presentation team to ensure there is a positive, motivational, supportive working environment.

• Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and signoff ofall duties and tasks complete

• A focus on training and development of the team toestablishgood working practices with a vision and focus on both cleaning operation and creating meaningful positive customer experience interactions

• Ensuring excellence forCleaningoperations throughout SJQincludes, but not limited to:

• Security, Health and Safety and compliance
• Cleaning standards
• Colleague Grooming and presentation
• Guest and Staff Interaction & Staff courtesy
• Ambience
• Best Practice and Innovation

• Ensurehigh standardsare always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered.

• Take full ownership and manage toconclusionall cleaningfeedbacksor complaints.

• Focus on strategic planning and implementation of best practice initiatives andinnovationensuring weremainat the forefront of cleaning and operational practices.

• Ensure the cleaning and presentation team are equipped and have the knowledge to positivelyimpactthe guest experience for all estate users daily

• Work closely with all stakeholders and departments, adding value and promotingteam workthroughout.

• Manage and report on all cleaning operational budgets with full transparency including forecastedspends.

• To control the delivery of the colleague’s rosters, completion of payroll and correctmanninglevels ensuring compliance is always maintained

• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues

• Carry out and manage dailycentreaudits to ensurehigh standardsof cleanliness and safe environmentisalwaysevidentthroughout thecentre

• Manage recruitment, induction training,developing, andretainingof colleagues and ensure continued ongoing focus and report on monthly

• Ensure adequate quality performance measures (KPI’s/SLA’s) are adheredtoand any non-compliance is resolved in a professional manner with clear plans and next steps visible to all

• Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves /exceedclient expectations

• Ensure strict compliancetothe Data Protection Act, GDPR and associated regulations

• Delivery excellent leadership,communicationand motivation to the site-basedteamincluding communicating daily so that a sound communication channel exists in order that team goals can be achieved.

• Ensure on-site Supervision Team manage their teams ensuring they are fully conversant with their individual tasks and responsibilities.

Team Management

• Lead and supporta number ofdirect reports, including holding regular one-to-ones, and creating development plans for the team.

• Be part of duty managementrota.

• Ensure the team deliver exceptional operational standards along with excellent and meaningful guest interaction

• Always ensure effective and consistent communication throughout the team with theassistanceof the Operational Supervision Team

• Work with the Senior leadership team and Operations management team toforwardplan staffing ensuring capacity is met, with particular attention paid to how the service is scaled during peak without sacrificing on SLAs.

• Ensuring all team members are valued employees and have clear development plans.

• Work alongside HR and Learning and Development teams to deliver Guest Experience training for all colleagues andparticipate,where necessary.

• Encourage training which empowers the team and gets new team members up to speed and achievescaleduring peak quickly. World class customer service being the goal.

• Identifytraining needs for your direct reports and work with the SLT on training plans for the Cleaning /Presentation Operational team.

Communication

• Ensure effective operational communication including meetings,handoversand reporting.

• Attend daily/weekly/monthly business progress meetings and team meetings asrequired.

• Written reports to aid in company communication both internally and externally should prove concise and sound.

• Communication of the Business Planobjectivesshould 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 deliverfirst classcustomer service.

• Ensure close liaison with the senior leadership team including Operational Management

• Consistentlyexceedcustomer expectations anddeliverlong 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.

General Responsibilities

• Be continuously on the look-out for new world-class services and systems that would enhance our cleaning operation and guest experience offering

• Lead the cleaning and presentation standards throughout the estate ensuring continuous improvement and review throughout

• Ensure that Standards of Excellence are consistent in all our cleaning and presentation standards

• The success of the function is measured by specific KPIs.

Background & Skills

• Preferred experience in similarroleideally 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 relationshipbuildingand influencing skills.

• Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.

• Demonstratesdrive, resilience,openand innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures.

• Experience in managing and coordinating crisis and emergency response.
• Excellent verbal, written,interpersonal& communicationskills.

• Fluent in English, other European languages would be desirable.

Requirements – Personal Characteristics

• Able to work weekends/late nights, shift cover to ensure full management of our operation

• Able to have difficult conversations, clearlyexplainsinitiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners.

• Considered a ‘go to’ personrecognisedas a role model internally and externally.

• Credible across service areas, creates positive working environments, manages conflict.

• Demonstrates high personal standards, able toidentifypositivebehavioursin others.

• Demonstrates consistent excellence in standards,behaviours,knowledgeand skills.

• Developsknowledgeand skills of others to deliverobjectives.

• Experienced in influencing people,including peopleseniorto their role.

• Experienced in training,coachingand developing others.

• Innovative andcreative,challengesacceptedbeliefs.

• Motivated toparticipatein development opportunities that increase capability and performance.

• Self -aware, positive interpersonal skills yet determined.Bouncesback after setbacks.

• Willing to integrate across service areas,cross functionalcustomer experience improvements are developed and implemented to the benefit of theorganisation.

• Microsoft Outlook, Word, Excel, PowerPoint.

• Proven experience in operational management

• Proven experience in developing others.

• BICScqualification

• IOSH (desirable, but not essential)