Role Overview
We are seeking an experienced and driven Site Services and Customer Experience Manager to lead the delivery of high-quality, customer-focused facilities management services across the University. Reporting to the Head of Campus Services, you will oversee all aspects of soft services, including housekeeping (residential and non-residential), portering, postal services, switchboard operations, waste management, hygiene, and laundry services. You will play a key role in ensuring services are aligned, professional, and contribute to an outstanding student and staff experience. This includes driving service excellence, maintaining high standards of cleanliness, presentation, and responsiveness across the estate, and embedding a proactive, customer-centric approach to service delivery. The role will also involve leading on customer experience within Facilities Management, including complaints handling, data access requests, and service performance monitoring. You will work closely with stakeholders across the University to ensure services meet agreed standards while identifying opportunities for continuous improvement. As part of the University's FM vision to be recognised for enhancing an outstanding campus experience that attracts, recruits and retains our students and wider community - you will lead innovation, collaboration, and service development across site services and customer experience.
Key Responsibilities
- Oversee all aspects of soft services, including housekeeping (residential and non-residential), portering, postal services, switchboard operations, waste management, hygiene, and laundry services.
- Drive service excellence and maintain high standards of cleanliness, presentation, and responsiveness across the estate.
- Embed a proactive, customer-centric approach to service delivery.
- Lead on customer experience within Facilities Management, handling complaints, data access requests, and service performance monitoring.
- Work closely with stakeholders across the University to ensure services meet agreed standards while identifying opportunities for continuous improvement.
- Lead innovation, collaboration, and service development across site services and customer experience.
Essential Qualifications
- Experience as a facilities or site services professional with a strong track record of delivering high-quality, customer-focused services in a complex organisation.
- Strong leadership skills, with confidence in managing and developing teams, embedding a 'right first-time' culture, and driving high performance across multiple service areas.
- Experience overseeing services such as cleaning, portering, or customer-facing operations, with a strong understanding of service standards, compliance, and health and safety.
- Strong communication skills and ability to build effective relationships with stakeholders at all levels.
- Ability to analyse service performance, respond to feedback, and implement improvements.
- Organised and solutions-focused, comfortable managing budgets, prioritising workloads, and delivering against competing demands while maintaining a strong focus on customer experience.
- Flexible and proactive approach, commitment to supporting key University activities and delivering an exceptional campus experience.
- Current Edge Hill University staff members only – this post is available to staff within a substantive post.
Benefits
- A minimum of 35 days annual leave per annum, pro rata (inclusive of bank holiday and University closure days)
- Discounted membership to our onsite state-of-the-art sport and leisure facilities
- Staff benefits scheme, which provides you with discounts across the high street, supermarket shopping, cinema tickets, dining out and more.
- Employee assistance programme with access to free confidential counselling sessions, legal & financial advice, and health & wellbeing resources.
- A wide range of development programmes to enhance your career.
- Beautiful award-winning on-campus working environment.
- Automatic enrolment into the Local Government Pension Scheme.
