Our purpose puts our people and our clients at the core of what we do. We have an exciting opportunity to join us and lead a team. As a Site Lead you will need to demonstrate flexibility, excellent communication across all levels of the organisation, be able to challenge poor performance where needed to ensure we are delivering a great customer experience. A varied role, you will need excellent organisational and planning skills, as well as strong people management and be an inclusive leader. The ability to build and maintain good relationships is critical for this role. Reporting to the Facilities Manager, you will be responsible for leading a team who deliver a quality service and demonstrates our company values every day. Responsibilities • Working closely with our Facilities Manager. • Role model our values consistently with the team and client. • Ensure that all company policies and standards in relation to legislative requirements are complied with and applied thoroughly and equitably across the area. • Effectively manage team member attendance and monitor absence levels as well as effective scheduling. • Be the first line in any Employee relations issues. • Ensure all colleagues receive the appropriate training for their role. • Ensure all colleagues receive effective onboarding and are set up for success from day 1. • Work with team members to ensure all aspects of their role are clear and identify any skills/training gaps which impact on the ability to deliver quality customer service. • Carry out regular audits on site to monitor quality and continually improve standards. • Assist with health and safety and other audits as required. • Carry out daily checks of site and rectify any issues if appropriate or report/escalate any issues to the appropriate person. • Check on stock levels of consumables (soap, toilet rolls, paper towels etc) and communicate any requirement to the relevant person. • Ensure that high quality team members are recruited, retained and developed utilising the Cleaning Academy. • Add value to the customer experience through strong relationship building, ensuring we meet and exceed their needs or expectations. • Work with the Customer Service Co-ordinator to resolve customer queries and complaints, including root cause analysis. • Build capability and succession of the team through building effective relationships, providing quality feedback and coaching. • Maximise sales and profit opportunities. • Drive all key performance indicators. • Monitor site expenditure and budget ensuring efficient use of resources. Qualifications Ability to multitask and prioritise Strong interpersonal skills Excellent communication skills Critical thinking, the ability to problem solve and self starter Ability to build positive relationships at all levels Motivated and enthusiastic, a self starter. Passion for delivering excellent customer service Ability to work under pressure and deliver to deadlines Able to reflect on own performance to learn and adapt Able to use ICT including MS Office Thorough approach with excellent attention to detail Punctual, reliable and confident