Better places, thriving communities.
Company name:
Mitie Cleaning & Environmental Services
Job Title:
Operations Manager MSC
Reporting to (position)
Head of Operations MSC
Our values and behaviours
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Behaviours:
· Building Effective Teams
· Drive for Results
· Leadership Behaviours
· Influencing and building effective relationships
· Decision Making
Job objectives and responsibilities
Building Effective Teams
1. Leading by example with all operational teams, to deliver operational excellence in all cleaning operations.
2. Ensuring the highest level of customer service focus at all times to promite Mitie & MSC both internally and externally.
3. Providing the teams with regular and measured feedback.
4. Supporting teams through training and development in all areas as required.
Drive for Results
· To ensure that Mitie reacts efficiently and effectively in line with all contractual SLA and KPI's.
· Ensure financial accountability in all works and service delivery at all times, challenging proactively where contractual restraints impact this.
Leadership Behaviours
5. To line manage an operational team including team leaders and operational staff.
6. To drive a culture of high quality customer excellence including:
7. Leading by example.
8. Smart and professional in appearance and manner.
9. Client focused – seeking to resolve client problems through Mitie solutions.
10. Thinking tactically and strategically about customer service delivery, not solely task focused.
11. Driving a ‘fix it first time' culture on all works.
12. Embrace new systems and processes introduced by Mitie, acting as a an ambassador to your team for these, with specific focus on Servicetrac and CASH systems.
Influencing and building effective relationships
13. Foster and develop effective relationships with clients, local stakeholders, employees and other Mitie colleagues.
14. Work with internal compliance and support teams to ensure we maximise financial performance in conjunction with hughest levels of operational delivery.
15. Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve.
Decision Making
16. To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review
17. To successfully deliver and profitably manage additional and existing planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner
18. To assist with the development of the Mitie- client offering.
Main duties
· Take full responsibility of area to drive retention of current contracts.
· Drive and own organic growth with any ad hoc work opportunities and wider sales opportunities.
· P&L responsibility for area, with robust financial management of all key areas, particularly labour, fleet and equipment/material costs.
· Debt control and support to line manager to meet agreed targets for contract specific areas.
· Ensure completion of all relevant paperwork to support invoicing process.
· Support admin with Servicetrac scheduling and CASH system implementation and delivery.
· Complete daily WP+ reconciliations, ensuring robust reviews of labour spend on daily basis, weekly, monthly basis.
· Support direct report and team to ensure excellent service levels.
· Develop team for succession planning and people development.
· Drive efficient ways of working to ensure budgets are met as a minimum. (budget target to be agreed)
· Conduct monthly reporting & performance reviews on past months performance with line manager.
· Developing new service lines and maintaining close relationships with key customers.
· Responsible for aspects of all cleaning services and specialist work completed in area.
· Regularly monitor and analyse individual TL, Supervisor performance through monthly meetings and take corrective action where necessary.
· Assisting HOO when required, covering during annual leave and additional periods where required.
Person Specification
· Driver with ability to travel throughout regions as required by needs of business and work requirements.
· Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
· Able to represent Mitie effectively at both internal and external meetings.
· Good Commercial Acumen, with ability to communicate with finance teams and support financial reviews.
· Excellent ability to problem solve & find robust solutions.
· Able to command respect of team and customers by been confident and considered in actions and behaviours.
· Good leadership and management skills.
· Able to multi task and good with logistical solutions.
· Good communication skills.
· Excellent customer focus.
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times.
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
· Use all work equipment and personal PPE properly and in accordance with training received.
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.
· With the QSHE representative carry our review of all service methods and equipment on an agreed frequency.
· Carrying out targeted requirements for QSHE reports. Carry out regular spot checks to ensure that operators are working correctly, safely, and adopting the correct methods.
Information Security
· Ensure compliance with Mitie's information security procedures in all activities.
· Proactively identify and report security risks to your manager.
· Report actual and suspected security incidents.
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 at .