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Job objectives and responsibilities

• Managing a Corporate Cleaning Contract, including the management of cleaning with support for waste and pest control services
• Being the Front-line Management's key point of contact and ensuring the cleaning operations team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus and measured feedback, training and development.
• To drive a culture of high-quality customer excellence including:
• Leading by example
• Smart and professional in appearance and manner
• Client focused – seeking to resolve client problems through Mitie solutions
• Thinking tactically and strategically about customer service delivery, not solely task focused
• Driving a ‘fix it first time' culture
• Manage the entire cleaning team and subcontractors in delivery of the above
• Implement contract and scope changes to meet the clients requirement around building occupany measures
• To manage and develop relationships with clients, local stakeholders, employees and other Mitie colleagues
• To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review
• To ensure compliance with the Quality Management System, and implementing the procedures and instructions with attention to the areas of responsibility indicated in the document
• To successfully manage contract commercials and profitably around contractual and adhoc elements of contract
• Manage additional and existing planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner
• Delivering contractual standards of works meeting all Health & Safety and compliance requirements.
• To assist with the development of the Mitie team with training
• Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve

• To ensure that Mitie reacts efficiently and effectively in line with contract SLA and KPI's

Main duties

• Management of cleaning services across WPP sites (currently 3) Rose Court, Group M and Mediacom which totals around 45 headcount
• Assist with opportunities to increase Mitie taking over additional sites and services within WPP portfolio
• Host regular meetings with the team to ensure standards are delivered and measured against cleaning Q-Audits
• Produce monthly MI report on the cleaning/Waste/Pest performance for the month
• Work on contract changes and any reduction in labour through consultation
• Continually drive innovation/initiatives across the contract
• Support managers with HR issues in accordance with Mitie policy and procedures
• Schedule meetings with other Mitie Service lines on contract performance
• Manage and understand payroll budgets on the contract to ensure we deliver the required contractual hours within budget and identify any vacancies to be filled
• To ensure recruitment, induction, employment, appraisal, development, training and work allocation of staff as well as making recommendations regarding promotion, remuneration and training requirements are made in accordance with company rules, procedures and instructions, with the support and advice from Senior Management and the Human Resources department
• To ensure a professional working relationship of all employees, agency workers and subcontractors is in line with legislation and best practice, with support and advice from the Human Resources department
• To represent cleaning at key Mitie and client review meetings as necessary
• To understand and complete all work-related documentation accurately and on time
• To understand and comply with policies and procedures
• To carry out work in a safe and diligent manner
• To comply with all Health and Safety policies and procedures
• To attend and fully participate in training and appraisal activities as required
• To undertake additional duties in line with capabilities as required
• To coach and develop your teams
• To communicate, and ensure compliance with, new ways of working

Person Specification

• Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment

• Able to represent Mitie effectively at both internal and external meetings

• Leads by example in all role activities

• Can adopt a flexible approach to working hours with managing the day and part time out of hours shifts

• Good Commercial Acumen

• Good leadership and management skills

• Good communication skills

• Excellent customer focus

Health and Safety responsibilities

• Always follow Group and company policies and procedures;

• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

• Use all work equipment and personal PPE properly and in accordance with training received;

• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security

• Ensure compliance with Mitie's information security procedures in all activities;

• Proactively identify and report security risks to your manager;

• Report actual and suspected security incidents;

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.