Cleaning Shift Manager

Better places, thriving communities. At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.

Contract: Permanent

Type: Full‑time

Hours: 40hrs

Shift Pattern: Sunday to Thursday 08:00hrs – 16:00hrs

Pay: £16.28

Location: Bullring Shopping Centre, Birmingham

Job Objectives & Responsibilities

• Support the Cleaning Management Team in all matters relating to the service delivery of the team and work in accordance to the standards required by Mitie and the client.
• Provide exceptional leadership and day to day management of the centre team which is responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.
• Provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.
• Ensure that the interests of JLL/Hammerson, their Guests and Occupiers are fully protected at all times and conduct yourself accordingly, as their representative.

Main Duties

• Cleaning Shift Managers must be highly proficient in the use of the Over‑C digital platform, as it is the primary management tool for the role.
• Utilise the system to schedule deep cleans, allocate tasks, monitor the completion of cleaning activities, and effectively manage resources.
• Analyse and interpret operational data to deploy team members efficiently and respond to changing priorities.
• Act as the on‑shift lead for cleaning operations, taking responsibility for service delivery and ensuring tasks are completed to the required standards, frequencies and specifications.
• Coordinate cleaning across all common and public areas, including washrooms, entrances, external, back of house areas and corridors, lifts/escalators (where within scope), and staff welfare areas.
• Complete shift walk‑rounds and quality checks, identifying issues early and deploying resources to resolve problems quickly.
• Plan and allocate daily tasks and priorities through Over C, ensuring staffing levels are appropriate and aligned to contractual requirements and trading patterns.
• Deliver reactive cleaning (e.g., spillages, breakages, body fluid cleans where trained, and other hygiene incidents) using correct signage, PPE and safe systems of work.
• Plan periodic deep cleans in line with cleaning schedules through Over C, ensuring they are completed within agreed timeframes and to a high standard.
• Oversee waste management within scope, including litter picking, bin rotation, waste segregation and supporting compactor/baler areas where applicable.
• Ensure effective shift handovers, including completion of logs/checklists and communication of outstanding issues and priorities.
• Manage stock levels for cleaning consumables, chemicals and PPE, ensuring secure storage, accurate records and timely re‑ordering to maintain service delivery.
• Raise purchase/stock orders and complete regular stock takes, maintaining agreed par levels and supporting cost control.
• Ensure equipment is used correctly and maintained to the required standard; carry out basic checks, report defects and arrange replacements/repairs as required.
• Maintain a consistently high level of customer service, responding professionally to members of the public, tenants and client representatives.
• Send and respond to emails and communications with suppliers, contractors, Mitie and JLL management, ensuring actions are recorded, escalated where required and completed within agreed timescales.
• Raise and log jobs on Vantify for JLL Workplace Management, ensuring accurate descriptions, priority levels and updates through to completion.
• Coordinate with other on‑site departments and contractors to support planned works and minimise disruption to customers and trading.
• Support continuity of service during out‑of‑hours working and weekends, ensuring the site remains presentable and safe at all times.
• Create and review rotas, allocate shifts on Workplace+ and coordinate holiday bookings to maintain coverage and service continuity.
• Create, update and deliver site cleaning risk assessments and COSHH documentation, ensuring controls are implemented and understood by the team.
• Complete payroll checks/inputs (as required), ensuring hours, absences and shift amendments are recorded accurately and on time.
• Oversee the servicing and planned maintenance of on‑site cleaning machinery and waste compactors (where within scope), completing basic checks and escalating faults to the appropriate service provider/management.
• Maintain strong working knowledge of cleaning equipment and machinery and provide hands‑on operational support when required to maintain service levels.
• Full UK driving licence essential.

People Management

• Lead, support and motivate the on‑shift cleaning team, ensuring all issues are dealt with correctly and promptly.
• Manage time and attendance on shift, including absence and lateness reporting in line with company policy.
• Manage HR tickets (as required) and monitor sickness/absence trends, escalating concerns and supporting return‑to‑work actions in line with policy.
• Ensure standards of dress, PPE, safety and presentation are maintained at all times.
• Provide ongoing training, coaching and mentoring to develop performance and build capability within the team.
• Deliver induction training and on‑shift support for new starters, and carry out probation reviews in line with company policy.
• Ensure all staff are site‑trained and have read and signed relevant assignment instructions, site procedures and risk assessments.
• Carry out regular performance reviews for cleaning operatives and provide feedback to Cleaning Operation management.
• Support recruitment activity to ensure the site is appropriately resourced and recruitment processes are followed.
• Arrange and conduct interviews for site vacancies (as required), supporting fair selection decisions in line with company process.
• Support formal HR processes including investigations, taking accurate notes and maintaining documentation in line with company procedures.
• Hold regular team briefings/meetings to discuss service performance, customer feedback and opportunities for improvement; ensure meetings are documented.

Reporting, communications & administration

• Train cleaning operatives on the use of OverC, monitor ongoing compliance to ensure consistent and correct usage, and review OverC scores to identify areas for improvement.
• Provide timely and effective communication to relevant stakeholders (e.g., site management, client contacts and internal management) regarding issues affecting site cleanliness and service delivery.
• Send clear and timely email updates to contractors, suppliers, Mitie and JLL management, ensuring requests, approvals, progress updates and outcomes are documented.
• Log and update service issues/incidents accurately, collating information and ensuring actions are managed through to completion.
• Report staffing issues, supply shortages, equipment faults and service risks promptly.
• Handle day‑to‑day enquiries relating to cleaning operations from tenants, the public and client representatives.
• Support management of key performance indicators (KPIs) and service level agreements (SLAs), including contributing to performance data and audit outcomes.
• Develop and maintain good working relationships with applicable local agencies/services and on‑site partners where relevant to service delivery.
• Undertake any other reasonable request from management or the client consistent with the role.

Skills, Knowledge & Experience

• Previous experience supervising or managing cleaning operations in a customer‑facing environment (e.g., retail, shopping centre, leisure, facilities management).
• Strong customer service mindset with confident, professional communication skills (face‑to‑face, phone and email).
• Good working knowledge of H&S requirements for cleaning, including COSHH, risk assessments and accident/incident reporting.
• Ability to organise work, allocate tasks and manage priorities under time pressure.
• Highly proficient in the use of IT systems and computer applications, including Microsoft Excel, Outlook, Word, and email platforms to support daily operations.
• Skilled in producing and maintaining accurate reports and ensuring information is recorded accurately and efficiently.
• Experienced in using a variety of computer‑based systems for administration, scheduling, communication, and record keeping, ensuring accuracy, efficiency, and compliance with organisational procedures.
• Confident in creating spreadsheets, tracking data, generating reports, managing inboxes, and communicating effectively with colleagues, customers, and management through digital platforms.
• Able to quickly learn and adapt to new software and IT systems, with strong attention to detail and a proven ability to manage multiple tasks while maintaining high standards of accuracy and professionalism.
• Strong knowledge of mobile phone and app‑based systems, with experience using a range of digital applications for communication, reporting, scheduling, record keeping, and operational management.
• Confident in quickly adapting to new technologies and using mobile platforms to support efficient and effective day‑to‑day operations.
• Monitor and respond to digital alerts from Over C.
• Experience of auditing cleaning standards and driving continuous improvement (desirable).
• Flexibility to work varied shift patterns including early/late shifts and weekends (as required).

Person Specification

• Enthusiastic, motivational, someone who strives for excellence.
• Someone who takes the initiative and drives for results.
• Strong commercial awareness.
• Organised, able to make robust judgements and prioritise.
• Honest, transparent and consistent.
• Gain and hold the respect of others.
• Have a flexible approach with a "can do" attitude.
• Excellent communication skills.
• Relevant industry experience while not essential is preferred, although it is expected that the candidate will be able to demonstrate an understanding of the unique features of the industry including licensing.
• Has the ability to contribute toward a team operation or can work on under own initiative.
• Able to communicate effectively and clearly at all levels within the organisation.
• A comprehensive working knowledge of all processes and procedures.
• A skilful negotiator who is capable of resolving staff issues.
• A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required.
• Excellent report‑writing, investigative and analytical skills with attention to detail.
• Excellent organisational and time management skills.
• A positive attitude to dealing with people and taking on challenges.

Health & Safety Responsibilities

• Promote a positive safety culture and ensure the health, safety and welfare of the site‑based team during the shift.
• Ensure all cleaning activities are completed in accordance with method statements, risk assessments, COSHH requirements and safe systems of work.
• Review and approve RAMS (Risk Assessments and Method Statements) for suppliers and contract works delivering cleaning or other services on site, ensuring documentation is uploaded to RiskWise and permits can be issued where required.
• Complete and check accident, incident and near‑miss reports; ensure corrective actions are raised and tracked to completion.
• Carry out regular audits/inspections of cleaning activities, equipment, chemical storage and welfare arrangements; elevate issues and present findings to management as required.
• Support site emergency procedures where relevant to the cleaning function (e.g., keeping routes clear, supporting marshalling if trained/required) and report any concerns immediately.

Information Security

• Ensure compliance with Mitie’s information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.
• Confident and clear in the use of radio communications, following site protocols and maintaining professional radio etiquette.

Note: This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.