Company Overview
At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.
Position
Cleaning and Guest Experience Manager
Contract: Full time
Type: Permanent
Hours: 40
Pay: £32,500
Location: Westwood Cross, Broadstairs
Responsibilities
* Work collaboratively with members of the Senior Leadership Team to develop and implement strategic initiatives within the FM Team, acting as a key advocate, particularly for the Elevate National Guest Experience strategy.
* Take responsibility for the delivery of operational services across Westwood Cross and East Kent Leisure, including Cleaning, Waste Management, and Guest Experience. This includes working in close partnership with Elevate colleagues to ensure seamless service delivery.
* Weekend duty management is a core part; visible leadership and consistent standards across all shifts and functions. Ensure operational consistency, accuracy in reporting, appearance, mall standards; and effective time management to meet departmental objectives.
* The role demands a proactive approach to challenging existing practices and driving continuous improvement, ensuring we deliver an outstanding service across the estate.
* Lead and inspire the team to achieve best‑in‑class standards, leveraging technology and empowering individuals to thrive in a dynamic retail environment. Help position the estate as a market leader in operational excellence and guest experience. Build strong relationships with contract clients and conduct audit inspections.
* Monitor performance against SLAs and cleaning specifications.
* Ensure Health & Safety compliance.
Qualifications
* A degree or equivalent and relevant professional qualification.
* Knowledge and awareness of health and safety, IOSH minimum.
* Ability to analyse problems and implement solutions.
* Excellent oral and written communication skills.
* Ability to demonstrate, initiate and lead from the front.
* Confident with a positive outlook.
* Proven time management and organisational skills with excellent attention to detail.
* Ability to engage persuasively with staff at all levels across departmental and organisational structures.
* Commits to challenging goals and delivers consistently against these.
* Delivers efficiency in addition to effectiveness.
* Self‑starter, who relishes challenges and strives for the best.
* Strong team player, building relationships and consulting with others, quickly establishes trust and credibility.
* Diplomatic and challenging with the ability to influence others.
* Taking responsibility.
* Having pride and being brilliant.
* Respecting and supporting others.
* Honest, transparent and consistent.
* Gain and hold the respect of others.
* Have a flexible approach with a “can do” attitude.
Benefits
We have a virtual GP on hand for you and members of your household. You can get expert advice by video or phone without having to leave home. We offer financial wellbeing assistance through our Salary Finance scheme (access 50% of earned pay before payday for a small fee and competitive loans).
When you join us, a link will be sent to our flexible lifestyle benefits platform, Choices. You might purchase up to five extra days’ holiday each year, buy critical illness insurance, seek dental treatment or technology products at an affordable cost.
We give you access to high street discounts through our MiDeals platform. We also have a cycle‑to‑work scheme, life cover up to four times your salary, enhanced pension contributions, the MiSave‑as‑you‑earn scheme, and a Mitie Matching Share Plan.
Mitie Stars recognition, cash prizes, top prize of £10,000, training & development, diverse variety of learning resources.
Inclusion & Diversity
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 at .
Apply
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