Job Overview
Responsible for the day-to-day provision of high-level soft services (cleaning, customer services delivery, etc.) maintaining suitable client relationships, managing a team of people and of any external service providers, and always keeping a focus on sustainability for all forms of decision making.
Main Duties
Reporting into the Operations Manager, manage the high-level provision together with any other facilities management high level cleaning contractors or service providers that may be required to deliver services within the premises, ensuring services meet the requirements of the department and its internal and external customers.
Develop and maintain communication structures with suppliers & service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
Conduct regular reviews / audits of Management Information to determine trends and ensure workspaces are operating efficiently and being managed in accordance with departmental strategy, ensuring opportunities for improvement and innovation are highlighted and reported.
Work in partnership with contractors & high-level cleaning service provider to ensure a safe working environment meeting all statutory, contractual obligations including departmental sustainability requirements.
In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
Act as the focal point of all key client issues – understand issues from a client perspective and works appropriately.
Ensuring that client satisfaction levels remain high.
Maintain the highest standards of presentation, personal integrity, hygiene and customer support.
Scheduling of works to ensure compliance with the Heathrow Contract.
Carry out cleaning and safety inspections on site, as per KPI requirements. Deal with non-conformities as a matter of urgency. Ensure the Health & Safety of yourself and your team.
Ensure all equipment is hired in as required and fit for purpose.
Reduce the risk of accidents involving plant, equipment & PPE (Reporting of hazard spots (minimum 4 per month), near misses etc.).
What we are looking for
Experience of managing a high-level Soft Services support team, including absence management and development of staff.
Full driving license and 5-years employment history required.
Experience in dealing with sub-contractors and supply chain.
Understanding of help desk/call centre processes and workflow.
Able to view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records
Understands and applies appropriate employee legislation, safety, health and environment regulations.
IT literate, demonstrable knowledge of operating computer aided facilities management software packages.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Shradha Singh at .