Reporting to: Operations Manager
Place of Work: Site Based
Payrate: £14.50 per hour
Schedule: Mon - Sun, 40 hrs weekly
The site is at Wrexham- so willing to Travel
Job Purpose
Responsibility for driving operational performance in a high-profile Site, delivering excellent service and demonstrating continuous improvement in service delivery, process & engagement with both colleagues & clients. The Cleaning Manager will act as a single point of contact for all Cleaning issues across the Site.
Major Accountabilities
* To demonstrate the NIC values and lead by example at all times.
* Providing a key interface between on-site client (customer) and the contracted service providers on a day to day basis.
* Monitor and reporting of service level agreements and key performance indicators internal and external.
* Financial tracking and reporting to ensure all services are delivered within agreed budgets and service levels.
* Provide a continuous improvement review and development of initiatives to improve or rationalize services or process to achieve optimum performance and full customer engagement.
* Ownership and management of the departmental audits, statutory compliance plans to achieve and maintain legal status
* To develop and maintain the relationship with the customer to ensure their expectations are met whilst working within defined specifications.
* Manage the performance of staff in consultation with an appropriate HR representative, taking necessary actions to develop staff or improve performance
Key Relationships
* Client Site Manager & Leadership Teams
* Line Manager
* Peer Group
* Support Office
* Colleagues
Behavioural Competencies:-
Competency
Driving Results
* Is cost conscious e.g. maximises productivity and minimises waste
* Takes ownership for individual performance and responsibility for achieving goals
* Meets commitments to others
* Learns from mistakes and applies learning
* Demonstrates a commitment to continual improvement
* Plans and prioritizes tasks effectively
Customer Focus
* Able to identify who their customers are
* Asks their customer questions to determine their needs
* Offers solutions to customer requests
* Delivers to meet their customer needs
* Follows through customer complaints promptly
* Is able to explain the impact of their own customer relationships
Teamwork
* Supports and encourages others
* Works collaboratively with others
* Treats everyone with professional respect
* Shares ideas and information
* Understands impact of their behaviour on team
Communicating Effectively
* Listens attentively
* Is able to influence their immediate customers
* Uses plain language to express thoughts
* Speaks clearly and checks understanding
* Passes on and shares relevant information in a timely way
* Uses open questions, probes to find out more
* Uses the most effective method to deliver a message
Managing Change
* Deals effectively and positively with changing circumstances
* Adapts ideas used successfully elsewhere rather than reinventing
* Is willing to try new tasks and ways of working
Experience Requirements: Detail qualifications and experience needed to perform in the role
* FM experience across Soft Services
* Excellent written and verbal communication skills
* Previous experience of managing a team
* Sound knowledge of Health and Safety and COSHH legislation
Other responsibilities:
* To have responsibility for the Health, Safety and Welfare of self and others and to comply at all times with the requirements of Health and Safety Regulations.
* To ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity.
* To comply with the requirements of the Data Protection Act.
* To comply with the company's policies on equal opportunities.
Roles Specific Responsibilities:
Operation
Rotas
Ensure all rotas are in place for Cleaning including shifts, Lift and sweep, scrub plans and periodic tasks to cover the needs of the site taking into account peak periods, and within the labour budget allocated.
Specification
Establish a thorough understanding of the site specifications for your site and monitor the frequencies of all activities to ensure delivered to standard and within spec timeframes.
Ensure the specifications are being met on site and that the customer has a full understanding of our and their responsibilities
Review of the specifications on a regular basis alongside the customer and obtain evidence of the specifications being met by maintaining tracker records / photographs as per processes set.
Monitor and review the service standards with the customer at least weekly, and conduct the formal audit mutually once per month
Ensure you communicate effectively with your Transition Manager, site supervisors and senior managers regarding the specifications and ensure they are aware of any issues.
Audits
Ensure all audits are completed within the timescales given and review audit results and next steps within the timescale agreed by customer.
Ensure next steps are immediately responded to by liaising with your site supervisors where necessary and using these to build long term improvements with the customer.
Agree action plans with customer and senior manager to correct any poor audit scores, and confirm / prove completion using agreed processes.
Equipment
Check all plant, equipment and machinery on site regularly and report on any defects / repairs required immediately. Ensure the equipment is maintained as per maintenance contracts in place.
Ensure all hand over documentation is completed effectively for all equipment.
Health and Safety
Hold a clear understanding of Health and Safety legislation and to be proactive in the reduction of onsite accidents, reporting near misses as well as accidents using the E-hub process.
Head Office
Liaise with Human Resources / Payroll and Operations teams at Head Office to maintain positive disciplines and excellent working relations with your teams
Ensure both yourself and your team engage effectively and professionally with all central head office functions at all times.
Finance
Hours Budget
Control the hours budget and spends for site ensuring to review the spend each week and address issues.
Materials and Consumables
Monitor the spend of materials and consumables on site ensuring you operate within the allocated budget. Highlight any concerns of requirement v budget immediately to your line Manager to agree remedy if necessary
Uniform
Manage the spend on uniform for site whilst ensuring that staff have the appropriate workwear and PPE to fulfil their role at all times.
Equipment
Minimise spend on machinery by effectively managing the use of machinery on site as well as limiting damages /repairs.
Customer
Relationship
Maintain an effective working relationship with the customer by ensuring that you communicate with the customer managers in the appropriate way.
Meet the customer daily and update them with relevant information, also attending any Site Team meetings you are required to attend.
Respond to any customer feedback in a professional and timely manner.
Have regular updates with the appropriate person on site to ensure effective communication within the company and to the customer.
Confidentiality
Maintain confidentiality at all times, establish and maintain a good reputation with the customer
Opportunities
Identify opportunities to develop the service wherever possible, discussing these with your line Manager to agree customer approach / actions.
People
Payroll
Ensure that you complete and submit payroll / holiday and sickness forms within the given timescales.
HR
Work with HR to effectively carry out disciplinaries and grievance hearings.
Effectively manage new starters ensuring their applications and correct identification is with Head Office within agreed timescales.
Monitor absence levels on sites and engage with HR to reduce any ongoing absence issues.
Work effectively with the Union Representatives on site where appropriate.
Training
Identify any training needs for supervisors and staff and feedback to senior managers and/or HR.
Liaise with head office on training requirements.
Complete appropriate training documentation and records.
Requirements:
Skills
* Ability to influence and gain commitment from the team and the customer to raise and sustain cleaning standards to the specification level.
* Able to drive cleaning standards with your team to a sustained high level of performance, whilst constantly seeking improvement
* Able to demonstrate customer focus and to have daily meetings with the customer.
* Effective communicator who can deliver messages and push back to the customer if required.
* High level of planning and organisational skills.
* Ability to demonstrate strong personal integrity and embed these values in your team.
* Ability to deliver and implement the company vales of: Original, Passionate, Active and Reputable
* Strong leadership style with a focus on supporting and developing employees through motivation and training.
Experience
* Proven experience of managing people.
* Experience within the cleaning and/or facilities industry.
* Proven track record of operating in a high pressure 24/7 DC or similar service industry Business
About NIC
NIC Services Group is one of the UK's largest family-owned cleaning and facilities management companies, with a proud history spanning over 60 years. Renowned for our award-winning service and commitment to excellence, we take pride in being a great place to work and in delivering outstanding results for our clients.
We are an equal opportunities employer and believe that diversity is key to achieving our goals. We actively welcome applications from talented and qualified individuals regardless of race, gender, national origin, religion, sexual orientation, or any other protected characteristic. At NIC, inclusion is not just a policy—it's part of our culture.
Job Types: Full-time, Permanent
Pay: £14.50 per hour
Expected hours: 40 per week
Ability to commute/relocate:
* Deeside CH5 2AL: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person