Cluster Manager

Providing leadership, management, and development of the contract, ensuring financial and operational commitments are met and exceeded. The role requires close monthly liaison with the client, Helpdesk Manager, and internal senior managers. The operation should be proactive and driven to achieve total customer satisfaction, while ensuring operational and fiscal plans are at least achieved.

Key Responsibilities

• Responsible for the H&S of the sites and engineers.
• Work closely with the Contract Support to ensure that service levels are maintained at a consistently high level.
• Provide leadership and ensure the planned development of the contract to meet and exceed contractual commitments.
• Support the Helpdesk in achieving high levels of customer satisfaction.
• Ensure client satisfaction levels are constantly high, leading to development of the contract to increase portfolio/contract responsibilities.
• Meet with clients to establish steady communication lines and attend monthly client meetings as required.
• Ensure the contract meets healthy and safety working conditions.
• Ensure business policies and processes are effectively communicated and implemented within the contract.
• Provide weekly flash reports for each contract to the appropriate client and internal managers, where appropriate.
• Work with Senior Management to ensure collaborative business development, effective team working, and colleague support.
• Responsible for statutory and code compliance of sites.
• Oversee PPM planning schedules for sites.
• Ensure PPM is carried out in accordance with manufacturer’s guidelines and HVCA SG20.
• Responsible for the return of PPM and work-related documentation.
• Manage risk.
• Manage and develop the team.
• Ensure the contract is staffed by fully competent teams, including appointing engineers, ensuring competence, and effective succession planning.
• Full ownership of P&L, debt, and WIP management.
• Handle disciplinary and conflict management.
• Ensure all sites have accurate asset registers and are properly labeled.
• Responsible for the procurement of materials and services.
• Produce dilapidation reports.
• Provide operational reports monthly and as requested.
• Ensure additional services and projects are added, and contracts are re-won upon re-tender.
• Proactively source additional work and raise quotations.
• Provide technical support to engineers, helpdesk, and clients when required.
• Investigate and report on major operational incidents.
• Ensure engineers are fully equipped for daily tasks, including tool inspections and calibration checks.
• Implement appropriate contract review, audit, and control systems to meet statutory, policy, and contractual commitments.
• Ensure uniforms are worn and in good condition.
• Conduct monthly site reviews and at least two site audits per contract annually.
• Conduct engineer appraisals.
• Ensure effective escalation procedures are in place.
• Ensure all callouts are attended to in conjunction with the helpdesk.
• Conduct monthly toolbox talks and promote H&S culture across the team.
• Prepare quotations with labor summaries and supplier quotations for materials.
• Attend operational meetings as required.
• Maintain regular communication with the engineering team.
• Conduct monthly audits on PPM and reactive works and provide reports.
• Ensure the logbook is used correctly by employees and subcontractors.
• Maintain customer service levels.
• Promote and uphold the core values of BGIS.
• Ensure all third-party contracts are carried out.
• Share initiatives to enhance service provision and recommend system infrastructure developments.

Accountabilities

• Reporting to the GPE Operations Manager.
• Collaborating across BGIS divisions as part of the team.
• This role includes budgetary responsibilities.
• Direct line manager for the site engineering team.

Person Specification

• Education: A good general education, ideally to degree level but possibly to HND level.
• Training: Demonstrable career with continuous personal development. Up-to-date technical knowledge of ACOPs, fire and environmental controls, building regulations, and H&S at Work Act.
• Experience: [Essential] Managerial experience at Contract Manager or Senior Supervisor level within hard services, including recruitment and line management. [Desirable] Experience in delivering wider facilities management services, team development, appraisal, and effective people management practices.
• Aptitudes: Excellent verbal and written communication skills, numeracy, computer literacy, and good technical knowledge.
• Character: Motivational and influential skills, high personal integrity, vision, and ability to communicate effectively. A role model for customer service excellence. Analytical, creative, and able to contribute across business activities. Politically astute. High energy, confident, stable, organized, and able to prioritize and deliver under pressure.
• Circumstances: Occasional travel for operational support, training, and business reviews, including overnight stays.

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