Overall Purpose of the Role
To lead a team of employees to provide domestic service to the contract, managing teams employed to ensure efficient and effective service provision in line with agreed service specifications. Monitor and report on the quality of the domestic services within the contract, to include innovation in service delivery. Aim to continuously improve the service delivery to the client.
Main Duties & Responsibilities of the Role
Customer Liaison
1. To be the first point of contact for the management of OCS service delivery to clients.
2. Demonstrate a responsive “can-do” attitude to the client, and end users.
3. Responsibility for ensuring due compliance to the contract domestic specification
Health and Safety
4. Ensure that all OCS and Client Health and Safety Policies and Procedures are adhered to, referring conflicts to the supervisory/management team where necessary.
5. Ensure that risk assessments, COSHH records and safe methods of work records are held centrally on the contract for all working practices
6. Ensure that all OCS staff are aware of, and comply with their H&S responsibilities, including the provision of risk assessments and safe working method statements before work commences.
7. Undertake regular audits of all service areas and present written reports with recommendation to supervisory and management.
8. Manage the delivery of all agreed remedial /emergency and planned works to ensure the building offers a safe environment for all users
9. Set a good example for others
Quality of Service Delivery
Responsibility for quality performance on the contract with respect to Cleaning which will include but is not limited to:
10. Maintain and monitor agreed quality systems, ensuring preventative and remedial actions are taken where necessary as laid down in the contract specification.
11. By daily personal inspection, ensure that the scope of contract is being correctly delivered and that service standards are maintained and improved, taking remedial action where necessary.
12. Manage and motivate the team to provide a quality, customer friendly service at all times, in line with the partnering ethos/culture.
13. Ensure that the work schedules are regularly reviewed to ensure best value for money and efficient delivery of services to our client requirements.
14. Monitor and report on performance & quality of service delivery.
15. Monitor customer feedback and respond to customer comments.
Continuous Improvement
Adopt a pro-active, innovative approach in recommending improvements and changes to the service where considered to be cost effective, and ensure that this change is driven through the operation in a seamless and efficient manner.
Personnel Management and administration
16. To ensure that the OCS image is reflected positively through staff appearance and demeanour.
17. Communicate regularly with staff through informal channels to ensure that there is a free flow of ideas and that morale remains high.
18. Maintain staffing levels in accordance with contract requirements.
19. Direct activities of all staff, ensuring that they are properly trained to fully perform their duties and responsibilities
20. Ensure Personnel training Files are kept up to date and that at all time employees are adhering to Company Policy & Procedure
21. Ensure company philosophy of six ‘C’s’ is cascaded and adopted by team
22. Finance
23. Ensure best purchasing practise using the companies nominated suppliers.
24. Ensure all labour, sundry and overhead costs are managed to within budget
Personal Characteristics/Attributes
25. Excellent personnel, motivational and team building skills – high visibility with integrity and strong ethical values
26. Focused and Performance Driven
27. An autonomous self-starter, self-motivated and well disciplined
28. Customer focused with the ability to develop relationships quickly and good at net working
29. Demonstrates a proactive response when dealing with customers
30. Ability to prioritise and manage workload in a front line, sometimes reactive environment
31. Willingness to develop long term relationships with our clients and other stakeholders