At a Glance
- Tasks: Lead service quality and improve client outcomes in commercial cleaning.
- Company: Established cleaning provider with a strong reputation since 1999.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Opportunity to influence strategy across diverse contracts.
- Why this job: Make a real impact on service delivery and client satisfaction.
- Qualifications: Experience in service delivery and strong leadership skills required.
The predicted salary is between 50000 - 60000 £ per year.
We are recruiting on behalf of a well-established commercial cleaning provider who has been delivering high-quality services since 1999. Employing around 1,000 colleagues and generating £15m in annual turnover, the business manages a diverse portfolio of multi-site contracts across the South East of England, including schools, healthcare facilities, offices, and leisure venues.
As part of their continued growth, an opportunity has arisen for an experienced Business Improvement Lead to lead service quality, client outcomes, and contract performance, ensuring consistently high standards across the organisation.
This senior leadership position is responsible for ensuring service delivery standards remain consistent, compliant, and aligned with client expectations across a diverse contract portfolio. Working closely with the Head of Operations, who oversees day-to-day service delivery, you will focus on driving performance, strengthening client relationships, improving service standards, and supporting long-term business growth. This is a highly visible role offering the opportunity to influence service delivery strategy and operational excellence across the business.
Key Responsibilities:- Lead and maintain consistent service standards across all customer sites
- Monitor and improve contract performance against agreed KPIs and SLAs
- Identify areas of underperformance and implement effective improvement plans
- Drive continuous improvement initiatives to enhance service quality
- Build and maintain strong relationships with key client stakeholders
- Lead service review meetings and performance discussions
- Manage escalated issues professionally and effectively
- Support customer retention through high levels of service delivery
- Work closely with operational teams to ensure services are delivered consistently and efficiently
- Support the mobilisation of new and complex contracts
- Ensure service solutions are practical, scalable, and commercially viable
- Contribute operational expertise to tender submissions, retenders, and client presentations
- Support service design and mobilisation planning for new business opportunities
- Assist with wider business improvement projects and strategic initiatives
You will bring significant experience from the commercial cleaning or facilities management sector, along with a strong understanding of service delivery across multi-site contracts. You should be able to demonstrate:
- Experience in a senior service delivery, operations, or leadership role
- A proven track record of managing and improving multi-site contract performance
- Strong client relationship management skills at a senior level
- Knowledge of service standards, compliance requirements, KPIs, and continuous improvement methodologies
- Excellent leadership, communication, and stakeholder management skills
- A strategic approach combined with a practical, hands-on mindset
- High levels of professionalism, accountability, and integrity
- Extensive experience within commercial cleaning or facilities management
- Experience leading teams and working across multiple business functions
- Full UK driving licence and willingness to travel regularly to customer sites
- Full right to work in the UK
- Satisfactory employment references
A senior leadership position within a growing and established organisation offers the opportunity to influence service delivery standards across a substantial contract portfolio in a supportive and collaborative working environment.
Business Improvement Lead in Wokingham employer: Bridge Recruitment UK
As a leading commercial cleaning provider with over two decades of experience, we pride ourselves on fostering a supportive and collaborative work culture that empowers our employees to excel. Located in Berkshire, this role offers the chance to influence service delivery standards across a diverse portfolio while enjoying opportunities for professional growth and development within a well-established organisation. Join us to be part of a team that values high-quality service and strong client relationships, ensuring a rewarding career in the facilities management sector.
