Overview
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our TRUE values are Trust, Respect, Unity, and Empowerment.
About The Role
Days of Working: Monday to Friday with weekend requirement as needed to fulfil contractual agreement with client. We are seeking an experienced and proactive Soft Services Manager to lead the delivery of high-quality facilities services across a busy and dynamic healthcare environment. You will be responsible for ensuring that all soft services operate safely, compliantly and in line with contractual, statutory and operational standards. Working closely with internal teams, contractors and service partners, you will drive service excellence, maintain strong performance measures and continuously improve the experience of patients, staff and visitors across the site.
As part of your role, your key responsibilities will include, but are not limited to:
* Provide leadership, direction, and delegation to staff. Promote and share best practice.
* Ensure flexible, suitable, and safe manning levels are maintained across all shifts to meet contractual requirements.
* Oversee the delivery of cleaning, catering (patient & retail), portering, pest control and window cleaning at a high level that meets contractual obligations.
* Develop good working practices and relationships to support staff, including engagement, motivation, discipline, safety, and general welfare of the staff under supervision.
* Identify, mitigate and control risks by taking a risk-based approach to management of Service Parameters and contracted operational compliance, identifying control measures and monitoring required actions.
* Identify areas of noncompliance or elevated risk of failure; plan and monitor remedial actions within agreed timeframes and action plans.
* Develop and maintain documentation, audit records and other evidence to confirm contract compliance.
* Manage and monitor compliance with all health and safety aspects of the business.
* Maximise staffing levels and efficiency by engaging with recruitment, colleague engagement and staff development programs.
* Ensure staff training is up to date with active management of the Training Matrix.
* Ensure that administrative responsibilities are managed to allow Soft Services Team Leaders to focus on site-based operations.
* Manage budgeted level of labour and consumables to meet operational requirements while achieving commercial targets.
* Have profit and loss accountability for the related services to ensure that budgetary targets are met; maximise and protect revenue within the service.
* Support, promote, and demonstrate superior Customer Service in accordance with department and company standards.
* Be responsible and accountable for day-to-day operations of the Cleaning team.
* Support recruitment with sign-on processes, DBS checks, management, and development of staff to meet contractual requirements, KPIs and Service Parameters.
* Supervise Soft Services Team Leaders effectively and efficiently.
* Develop and maintain expectations related to people management training for Team Leaders and Supervisors (absence management, timekeeping, retention, productivity, quality, uniform and appearance standards, behaviour and attitude).
* Ensure that all comments/complaints are fully investigated with findings reported to the Contract Manager in a timely manner.
* Develop and maintain effective working relationships with the Trust and colleagues, adhering to current policies.
* Provide feedback to Soft Services Supervisors and Team Leaders weekly to review performance.
* Cover varied shift patterns to ensure continuous improvement of services across shifts.
* Attend meetings with OCS, Trust and Project Co as required; implement actions and suggest improvements to ways of working.
* Cover or support all OCS business activities as reasonably required to meet business needs.
* Full shift flexibility is required to accommodate business needs (including night shifts, weekends, evenings).
* Carry out any other reasonable duties to meet business needs.
* Utilise the auditing system and Helpdesk to monitor and generate data reports; use data to manage team performance and ensure KPIs are met.
* Provide leadership and direction to staff; coordinate the Cleaning service ensuring contractual specifications are met.
* Manage and validate Team Leaders’ performance via site walks on wards/departments based on feedback.
* Participate in safety communications to ensure free flow of ideas.
Qualifications and Candidate Profile
* Must have Right to Work in the UK
* An enhanced DBS will be completed for the successful candidate
* BICS (desirable)
* SIA license (desirable)
* Catering qualifications (desirable)
* Level 3 Food Hygiene (essential)
* Level 4 Food Hygiene (desirable)
* Managerial experience of a team of 25 people or more
* Excellent PC skills with full Microsoft Office knowledge
* Budgeting knowledge
* Proven experience of improving team performance
* Cleaning experience with knowledge of infection control in a hospital environment
* Knowledge of 2021 cleaning standards
* Experience of P&L
* Experience in report writing for complex subjects to be effectively communicated to various stakeholders
Application
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest. You can also sign up to our job alerts when registering which will notify you when other vacancies are available. We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
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