Cleaning Manager - Highcross Leicester Operations · Highcross

The purpose of the Cleaning Manager role is to take responsibility for operational delivery of cleaning services at the centre in line with our objectives of delivering a first-class customer experience. As part of the Operations Team with full operational responsibility for the delivery of exceptional customer service standards, you will have direct line management responsibility for the Cleaning team. You will be a result driven people manager with the ability to adapt to a fast-paced changing environment. You will proactively champion brand initiatives through clear communication, coaching and engagement with the delivery teams. Along with enhanced customer relationship skills, you will possess the ability to act decisively with an uncompromising eye for detail; to ensure the centre is immaculately presented and safe and secure at all times. The role will suit candidates who enjoy managing "from the floor" and not from a desk.

Key Responsibilities

• You have a clear vision for the application of Savills Customer Service Standards in all endeavours.
• You lead by example, uplifting the team, and instil a passion for excellence in delivering customer service.
• You promote our operational focus on compliance, communication, consistency and collaboration in all you deliver.
• You support corporate and centre responsibility objectives including personal support to community projects and activities.
• You are an ambassador for the centre and for cleaning services, and as such you will actively promote recognition for the team, the centre, and the wider business through your exemplary behaviour.
• Your daily activities will include delivering a safe, clean and attractive environment for customers, occupiers and team members, ensuring all the building and malls and car parks are fit for purpose.
• Ensure daily quality audit checks are completed in line with agreed schedules.
• Encourage and develop a passion for excellence in delivering exceptional customer service across the whole Highcross Cleaning team.
• Maintain regular contact with centre management team and deal with any issues efficiently and in a professional manner.
• Ensure full and active participation in the daily huddles and departmental briefings from your team.
• Ensure all team members adhere to the Savills Employee Handbook appearance guidelines whilst on duty.
• Provide team support, coaching, development and training including tool box training.
• Manage local HR related including performance reviews, performance management and absence reporting.
• Work in partnership with HR to ensure compliance with employment legislation and best practice and ensure HR procedures are adhered to at all times.
• Review absence, overtime and complete timesheets for payroll to administer.
• Ensure the effective management of stock in line with operational requirements.
• Undertake regular occupier visits to maintain positive working relationships, gain constructive feedback and provide support and assistance.
• Induct new occupiers and managers (as required), ensuring adherence with centre based policies and lease requirements.
• Engage with customers and provide feedback to comments.
• Respond to front line customer complaints as required.
• Lead in the co-ordination of emergency situations and crisis management to ensure business continuity is retained.
• Ensure all accident and incidents are reported and recorded correctly.
• Identify centre opportunities and ensure ideas are escalated through correct channels.
• Manage and ensure compliance with all aspects of health and safety / quality assurance / environmental requirements across the centre.
• Ensure cleaning standards are maintained in accordance with assignment instructions and SOP's.
• Manage all sub contracted and brought in services for cleaning.
• Develop strong relationships with marketing and the wider support teams to support the delivery of quality events.
• Proactively champion internal progression and the ongoing development of centre based delivery teams to ensure confidence and excellence in customer service and operational delivery.
• Provide duty management cover on rotational basis and act as the responsible person at the centre for all escalation points where applicable.
• Ensure the effective use of equipment and materials. Monitor the use of materials and order stocks as necessary.
• Report all defects in the centre through the appropriate channels making sure they are followed up and checked.
• Keep all site-based company information manuals up to date and available.
• Conduct safe working checks on Contractors where required.

Skills, Knowledge and Experience

Person specification:

• Demonstrate excellence in oral and written communication.
• Standards driven; with strong attention to detail.
• Proactive and solution-focused.
• Experience of engaging and influencing both management and delivery teams.
• Capable of managing change quickly and efficiently whilst maintaining effective service provision.
• A high-energy manager capable of influencing at a senior level but primarily having the ability to communicate effective instruction to delivery teams.
• Ability to work well with others and continue to deliver results under pressure.
• Excellent interpersonal skills and an ability to establish credibility quickly.
• Outstanding motivational and people management skills.
• Effective relationship developer, who can contribute to a team based culture.
• True leadership skills necessary to achieve ambitious targets.
• A flexible approach and a sense of teamwork.
• Genuine in all communication and not afraid of having difficult conversations.
• Utmost discretion when dealing with sensitive or confidential information.

Qualifications and experience

Essential:

• Experience of managing large teams, across a variety of disciplines including security, cleaning and customer services.
• Experience gained at supervisory/management level for 2+ years.
• Experience in organising rotas and working patterns.
• Experience in a similar fast-paced customer facing environment.
• Budget Management.

Desirable:

• Previous experience working for a company in the facilities, retail, and hospitality sector.
• IOSH qualified.
• SIA non-front line licence.
• BICS qualified.
• BIFM membership.

Working Hours: 40hrs per week 5 out of 7 days including early & late shifts, weekends and bank holidays.

Salary: £42,000