The role of Soft Services Manager will assume responsibility for operational management and delivery of full soft services within an agreed portfolio. The successful candidate must ensure they are represented in a professional manner, provide exceptional customer service to our clients and colleagues alike and demonstrate a collaborative approach across our full spectrum of services.
The role is critical in ensuring soft services are delivered in line with contract specification, periodically audited to ensure compliance, provide leadership and support to a core team of supervisors, direct site operatives and manage all aspects of supply chain delivery for several soft services and sites. Also, ensuring that soft services schedules are evolved to allow a superior service to our clients.
The Cleaning Manager will manage the appropriate customer relationships within customer organisations providing any necessary escalation points and ensuring that customer satisfaction levels are achieved and maintained whilst ensuring operational excellence is always achieved.
A strong, positive, collaborative, working relationship with the Account Manager and Soft Services Management team is key to allow successful operational delivery and continuous improvement. Positive cultures to be always encouraged promoting a 'One Team One Vision' ethos.
Main duties and responsibilities
Responsibility for leading and motivating responsible teams to ensure strategies and programmes directed towards the effective and efficient delivery of all operational soft services.
Maintain staff morale and build and develop the team resource to enhance organisational and individual effectiveness given the demographical profile of the workforce.
To ensure effective customer relations and feedback.
To carry out site audits in partnership with clients, compile monthly contract update reports thereafter for contract feedback.
Management of 'core' soft services contract partners for responsible sites.
Regularly compiling and updating building specific cleaning schedules to ensure contacted specification is not only met but exceeded.
Ensuring responsible teams have clear direction on expectations and promote positive culture and behaviours.
Performance management of responsible staff.
Ensuring that all responsible employees have the appropriate training to carry out their role.
Ensure latest cleaning technology is implemented, under control, instruction and supervision where necessary.
Monitoring performance of Cleaning Team by carrying out regular checks of all areas of the building to ensure that cleaning duties have been carried out to a high standard.
Lead the team and implement core structure of instruction and supervision across the portfolio.
Time and Attendance System adherence for all staff.
Effective recruitment adhering to company policies on security clearance and payroll documentation.
Effectively arrange cover and overtime where absences or additional tasks to be carried out.
Train new starts on their job requirements.
When staff are employed out of their normal work area ensure that they receive a thorough briefing on their responsibilities and tasks by understanding the requirements and working alongside them.
Induct new starts and obtain new start paperwork for Payroll and Human Resources.
Provide a H&S induction for all new staff and ensuring the appropriate paperwork is signed off.
Regular 'scheduled' attendance at client FM meetings.