Cleaning Services Manager

Overall Purpose of the Role

The Cleaning Services Manager will manage the day-to-day operations of the cleaning contract at UAL in London to ensure that standards are met and always maintained across all colleges within contract specifications, whilst leading and motivating direct reports. To operate consistently within Company policy and ensure that contractual obligations are fulfilled as well as delivering to financial targets.

Responsible for over 150 staff this role will hold operational management responsibility for the Cleaning Services Department, it is highly operational and requires a well organised approach to a very busy and varied workload.

The role reports directly to the Soft Services Contract Director.

Responsible for the overall management of one Site Manager, 3 Hub Supervisors and Cleaning Operatives ensuring they are technically competent and fully engaged in their role. The Cleaning Manager will ensure a clean, safe, customer facing service at all times whilst also ensuring that the principal objectives of the university and its high-profile event calendar are supported.

Working on a flexible basis meaning that all employees are regularly met at work during their shifts making management presence at ad hoc times the norm rather than the exception. Ensuring regular and good communications are maintained with the employees. Ensuring regular Site Quality Safety Visits and toolbox talks are completed with the staff. 

Main Duties & Responsibilities of the Role

Customer Liaison

• To be the first point of contact for the management of OCS Cleaning services delivery to clients and building users.
• Demonstrate a responsive “can-do” attitude to the client, and end users.
• Provide regular progress reports and service updates.
• Responsibility for ensuring due compliance to the contract specification.
• Provide reports for the OCS management team on all aspects of service delivery.

  Quality of Service Delivery

  Overall responsibility for quality performance on the contract with respect to cleaning which will include but is not limited to:

• Maintain and monitor agreed quality systems, ensuring preventative and remedial actions are taken where necessary as laid down in the contract specification.
• By daily personal inspection, ensure that the scope of contract is being correctly delivered and that service standards are maintained and improved, taking remedial action where necessary.
• Manage and motivate the teams and ad hoc contractors to provide a quality, customer friendly service always, in line with our partnering ethos/culture.
• Ensure that the work schedules are regularly reviewed to ensure best value for money and efficient delivery of services to our client requirements.
• Monitor and report on quality-of-service delivery to include cleaning related services: feminine hygiene, consumables etc.
• Monitor customer feedback and respond to customer comments.
• Monitor staffing levels to ensure adequate cover to maintain contract specification.
• Monitor productivity levels to ensure best value and compliance with the specification.

Details of the Role

• Assist direct reports with induction and training suitable staff including conducting a full induction and ongoing training in order that contract standards are maintained
• Ensure that staffing levels are adequately maintained by adequately coordinating annual leave, sickness absence and cover for training with the site supervisors
• Control wage spend in line with agreed budgets set by OCS Contract Director as well as monthly budget reviews of internal expenditure, agency temporary labour and consumables and materials recharges to UAL, additional projects and recharges and any other ad hoc services
• Execute the contract in accordance with the agreed specification to keep within the established cost parameters and time requirements
• Control all services running costs, including sub-contractors, within budgets set by the Contract Director
• Monitor client satisfaction and service delivery monthly, through client meetings, CBRE Helpdesk, ensuring any mitigations for failing tasks are completed and submitted on time for monthly or quarterly reporting
• Conduct quality audits with UAL local teams to ensure service delivery is being met, addressing any issues to the relevant OCS operational team
• Ensure that all site documentation is up to date, maintained and correct undertaking regular compliance audits and reviewing RAMS yearly as well as updated site files on site and company policies working with OCS Training and Compliance Manager
• Ensure all administration is undertaken to provide OCS management and UAL with the information they require to given deadlines
• Ensure activities are undertaken in line with quality management, health & safety, legal stipulations, environmental policies, and duty of care
• Uphold, safeguard, and promote the Company’s values and philosophy relating to ethics, integrity, and corporate social responsibility.
• Ensure staff performance reviews and development process is followed within the team

  Educational Level

• A good general level of education.  Ideally GCSE Maths & English
• IOSH Managing Safely Qualification or NIBOSH (Essential)
• BICS Licence to Practice
• IWFM Qualification (Desirable)

  Experience

• Knowledge of PC based rostering/ Time and Attendance systems (Timegate).
• Knowledge of creating rosters to suit levels of contractual requirement.
• Understanding of cleaning schedules, duties for events
• Experience within the public or corporate sectors in a large organization or venue where events and quick turn arounds take place regularly.
• Knowledge of pay roll systems
• Outstanding knowledge and a demonstrable track record of expertise in the successful management of teams at a multi-sites level
• A proven track record in Management, specifically cleaning contract in the corporate or public sector in a large building or multi sites contract

  Personal Characteristics/ for the role

• Excellent team player
• Problem Solving Ability
• Strong interpersonal skills with an ability to operate and build credibility with key stakeholders
• Excellent diplomacy skills combined with the confidence and resilience to handle potential conflict situations
• Positive and proactive attitude, very operationally focused and flexible approach to work needs and demands
• Excellent attention to detail
• Outgoing and pleasant characteristics
• Excellent communication skills both written & verbal.
• Ability to interact with all levels within an organisation.
• Ability to work on own initiative.
• An ability to demonstrate sound judgement and integrity.
• An ability to work proactively with others.
• Ability to resolve conflicting issues and priorities
• Flexible working attitude to accommodate the contract requirements and changing business needs such as working weekends and unsociable hours where he/she MUST be present on site for big openings, projects, or important events (when needed)
• Good IT skills including use of Word, Excel, and Outlook and other CAFM system/applications

Personal Characteristics/Attributes for the health & safety aspects of the role

• Ability to follow policies and procedures
• Willingness to bring concerns to corporate attention via prescribed channels
• BICSc Membership desirable
• IT Literate, MS Office/competent in the use of Excel, Power point.

OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services including Cleaning, Catering, Security, Technical services, Energy Management and compliance, front of house, landscaping, logistics, waste management and pest control services to the public and private sectors and our mission is to make people and places the best that they can be.