LOCATION: One Stop Shopping Centre
SHIFT PATTERN: 5 out of 7 8 hour days, 40 hours per week
SALARY: £37,000 per annum
The Cleaning Manager will be responsible for managing the Cleaning Operation at One Stop Shopping Centre, which will include, having day-to-day contact with the Client, Operations, HR related processes, Management Reporting, Stock ordering and replenishment and Management of the Cleaning budget.
Main Duties & Responsibilities:
* Lead the Cleaning / Presentation team to ensure there is a positive and motivational supportive working environment.
* Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and sign off of all duties and tasks complete.
* A focus on training and development of the team, to establish good working practices with a vision and focus on both the cleaning operation and creating meaningful positive customer experience interactions.
* Security, Health and Safety and compliance.
* Best Practice and Innovation.
* Provide professional support to the business in service-related matters and to the Shopping Centre in all contractual matters.
* Taking ownership and manage to conclusion all cleaning feedback or complaints.
* Focus on strategic planning and implementation of best practice and innovation to ensure we remain at the forefront of cleaning and operational practices.
* Ensure the cleaning and presentation team are equipped and have the knowledge to positively impact the guest experience for all estate users daily.
* Manage and report on all cleaning operational budgets, including forecasted spend,
* Control the delivery of staff rosters, completion of payroll and correct manning level.
* Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues.
* Carry out and manage daily centre audits to ensure high standards of cleanliness and a safe environment is always evident throughout the centre.
* Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report this monthly.
* Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all.
* Ensure strict compliance to the Data Protection Act, GDPR and associated regulations.
Communication
* Ensure effective operational communication including meetings, handovers and reporting.
* Attend daily/weekly/monthly business progress meetings and team meetings as required.
* Written reports to aid in company communication both internally and externally should prove concise and sound.
* Communication of the Business Plan objectives should be applied to all levels of the business.
Brand Enhancement
* Ensure that the Centre Brand Guidelines are always adhered to and develop the team to deliver first class Customer Service.
* Ensure close liaison with the senior leadership team including the Operational Management team
* Consistently exceed customer expectations and deliver long‑term, sustainable customer satisfaction both internally and externally.
* Satisfy guest expectations of value by understanding the relative importance they place on quality of services and facilities.
Person Specification:
* Preferred experience in similar role ideally within either the Retail, Hotel or Tourism and Travel industries.
* Able to manage complexity and able to deliver with short deadlines.
* Outstanding stakeholder management, strong relationship building and influencing skills.
* Ability to work in a team environment and autonomously, a high energy, calm under pressure, real team player.
* Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment.
* Experience in managing and coordinating crisis and emergency response.
* Excellent verbal, written, interpersonal & communication skills.
* Fluent in English, other European languages would be desirable.
Essential
* Able to work some weekends/late nights, shift cover to ensure full management of our operation
* Considered a ‘go to’ person recognised as a role model internally and externally.
* Demonstrates high personal standards, able to identify positive behaviours in others.
* Demonstrates consistent excellence in standards, behaviours, knowledge and skills.
* Develops knowledge and skills of others to deliver objectives.
* Experienced in influencing people, including people senior to their role.
* Experienced in training, coaching and developing others.
* Innovative and creative, challenges accepted beliefs.
* Motivated to participate in development opportunities that increase capability and performance.
* Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation.
Desirable
* Microsoft Outlook, Word, Excel, PowerPoint.
* Proven experience in operational management.
* Proven experience in developing others.
* BICSc qualification.
* IOSH (desirable, but not essential)
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