Cleaning Manager in Birmingham

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).