The primary focus is to assist in managing the operational day-to-day performance and implementation, as well as the continuous review of strategy and processes across the services.
To assist in managing and overseeing the efficient and effective operation of the Security and Cleaning services within the contract, maintaining agreed contractual specification standards, Service Level Agreements, and Key Performance Indicators. The role aims to enhance the customer experience and the reputation of the client organization and BN. It involves ensuring team members are motivated, skilled, trained, supervised, and supported to deliver exceptional operational and customer service standards at all times, while complying with all client and company policies, procedures, relevant regulations, and legislation.
Key Accountabilities
* Manage, direct, oversee, report, review, and continually improve operational elements, processes, and procedures, ensuring professionalism and excellent standards at all times.
* Assist in delivering short- and long-term project plans related to service provision and center plans.
* Attend, represent, and actively participate in all required meetings, including SLAs.
* Respond to helpdesk and department requests, resolving issues within the agreed SLA time frames.
* Act as a role model and inspire the team.
* Oversee daily, weekly, monthly, and periodic tasks undertaken by frontline teams (Security, Cleaning, Car Parks).
* Conduct audits and regular inspections of all areas and services of the site, including measurement and rectification of issues and actions. Manage stock including use, storage, and ordering.
* Inspect machinery and equipment, rectify faults, and ensure safety standards.
* Manage incidents and accidents, including risk management, escalation, reporting, and lessons learned.
* Handle fire safety and first aid responsibilities, including evacuation procedures, monitoring, testing, and documentation.
* Recruit, select, and appoint team members, ensuring team and client welfare.
* Manage team rotas, timekeeping, absences, holidays, sickness, and payroll procedures.
* Oversee induction, probation, training, development, and performance reviews of team members.
* Implement HR processes, including investigations, disciplinary actions, grievances, attendance, and welfare.
* Ensure professional appearance of all team members and proper use of PPE.
* Recognize successes and address underperformance or conduct issues appropriately.
* Protect client, employee, and company assets and profits.
* Manage events and activities, liaising with marketing and local councils, including car park services.
* Promote innovation and share best practices for service improvement.
Skills & Experience Required
* Experience in a similar role and service offering.
* Demonstrates integrity, fairness, respect, honesty, passion, professionalism, and a positive attitude.
* Excellent interpersonal, communication, and organizational skills. A natural leader capable of coaching, developing, and mentoring teams with strong attention to detail.
* Responds positively to change and manages change effectively.
* Ability to develop strong relationships with team members, clients, and stakeholders.
* Good listening skills and adaptability to client and team needs.
* Strong commercial and financial skills, with experience managing budgets and targets.
* Self-motivated and able to work under pressure in customer-facing environments.
* Understanding of the importance of service quality and commercial value.
* Process-driven with continual improvement mindset.
* Ownership of successes and failures, using initiative to resolve operational challenges.
* Strong health, safety, and environmental skills, following HSE procedures.
* Proficiency in basic IT applications such as Office, Outlook, Word, Excel, and PowerPoint.
About Us
Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service across the UK and Ireland. We recruit great people and provide resources, training, and support for their development.
We prioritize people, celebrating successes and fostering an inclusive environment where everyone feels valued and respected. We welcome applicants from diverse backgrounds, including our Armed Forces community.
#J-18808-Ljbffr