Our client's company is a boutique facilities management company providing bespoke, innovative and specialist outsourced services to prestigious clients across Central London.
Its mission is to build long term partnerships that transform and enhance clients’ workplaces. The company prides itself on being proactive, people focused and constantly improving.
The Role
Our client is looking for a proactive, results-oriented Operations Manager to lead and elevate their service delivery across a growing network of partners. This is a hands-on leadership role suited to someone who thrives on accountability, champions continuous improvement, and is committed to delivering excellence in both client engagement and operational performance.
As a key member of the senior leadership team, you’ll oversee staff, contractors, and client relationships — ensuring the operational delivery aligns seamlessly with the high standards and ambitious growth plans our client possesses.
Operational Leadership and Team Management:
Oversee all operational activities across client sites, both day and evening shifts, where applicable.
Oversee and ensure effective logistics and resourcing across cleaning, maintenance, and supplies.
Conduct regular site visits and audits, shadow working practices to assess service delivery and drive quality improvements.
Manage Health and Safety Compliance across all sites, ensuring continued assessments, and relevant training.
Develop, implement, and manage site KPIs to drive overall site success and continuous improvement.
Lead training and development of new and existing staff in best practice, performance expectations and procedures.
Monitor performance, provide feedback and implement positive changes in the workforce.
Contribute to the recruitment and onboarding of new operational team members.
Client relations:
Build and maintain strong on-site client relationships through regular communication and visits.
Collaborate with Performance and Client teams to ensure exceptional client service delivery, and quality assurance through our client’s proactive and reactive systems.
Engage and seamlessly transition all client requests into Operations, providing results-oriented solutions.
Technology, Reporting & Innovation:
Lead on operational initiatives and project work, including planning and executing themed campaigns or improvement weeks.
Use software to monitor and review service delivery – effectively handling output by resolving discrepancies and ensuring consistency.
Streamline and innovate operational processes – enhance and develop policies and procedures, maximising efficiency and productivity.
Explore tech tools and sustainable solutions to increase efficiency and improve service.
Essential Criteria:
5+ years of people management experience, including managing performance and challenging team dynamics.
1 + years of project management experience with strong analytical skills.
2+ years of firsthand cleaning industry experience.
Fluent in both English and Spanish, with the ability to guide and mentor diverse teams.
A natural problem-solver with a keen eye for detail, a commitment to improvement, and an initiative-taking mindset.
A competent user of technology and systems – comfortable navigating digital tools for operations.
Valid driving licence and confident driving around Central London.
Desirable Criteria:
Well-grounded knowledge in Health and Safety Management and Compliance with either IOSH Managing Safely certification, or NEBOSH Certification.
Established track record of contributing to continuous improvement initiatives, with tangible examples of enhancing processes or service delivery.
Proven experience in preparing, facilitating, and leading effective team meetings with qualifications in either ILM or CMI.
Demonstrated experience in deep cleaning, with a strong focus on creating exceptional, high-impact results that deliver a ‘wow’ factor for clients and visitors.
Validated expertise in a customer service environment, consistently delivering proactive, solution-focused support with a strong commitment to exceeding client expectations.
Benefits:
An Annual Salary range of between £45,000 - £50,000 (depending on experience)
Performance related bonus of up to 40% with exceptional OTE available to results driven individuals
Travel Allowance or TFL railcard
Training budget for CPD
Access to Employee Assistance Programme for wellbeing support
Gym, Health and Medical Benefits
Flexible hours with options for TOIL
This isn't just another Operations Manager role – it’s a real chance to shape the future of our client's business and your own career. They are committed to investing in the right person, with clear progression opportunities including the potential to move into a Senior Operations Role or Operations Director position