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Since 1987, Mitie's 68,000 employees, have been serving companies and communities across the world. We're the UK's leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we're very proud of this. Join us and together there's no limit to what we can achieve.

Job Overview

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. Ensure that Mitie reacts efficiently and effectively in line with SLA and KPIs through the management of an operational team including Service Support Managers, Site Managers, Day Supervisors and subcontractors in delivery of the above.

Main Duties

• Drive a culture of high-quality customer excellence, leading by example.
• 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.
• Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team for these.
• Influencing and building effective relationships.
• Foster and develop effective relationships with clients, local stakeholders, employees and other Mitie colleagues.
• Coordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve.
• Ensure the Company Health and Safety policy is adhered to in line with the Health and Safety Policy and requirements of the management system, including monitoring and review.
• Successfully deliver and profitably manage additional and existing planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner.
• Assist with the development of the Mitie client offering.
• Leading and maintain customer retention.
• Develop annual account plans.
• Attend regular meetings with clients as required.
• Annual price reviews in line with company policy – ensure that contracts are held centrally and promotion of all Mitie service lines to deliver sustainable excellence and maximum efficiency.
• Deliver P&L according to targets set annually.
• Ensure client invoicing and payroll is correct and processed in a timely manner.
• Hold regular meetings as required to engage, motivate and manage your team, developing and communicating the strategy, ensuring it is aligned with the wider cleaning business strategy.
• Assist with presentation of tenders and preparation of tender strategies and presentations.
• Ensure that no portfolio losses due to service issues.
• Monitor and review expenditure on all contracts.
• Ensure all team members go through the Mitie Induction.
• In conjunction with HR ensure employee issues are dealt with according to company policy.
• Ensure your team are completing client visits as audits as per contract specification.
• Ensure Cleaning is provided to standards required by contract.
• Support managers with HR issues in accordance with Mitie policy and procedures.
• Attend internal and external meetings as required.
• Accountable for performance of your region/contract. Driving cost savings and increasing growth.
• Ensure the full employee lifecycle of recruitment, induction, appraisal, development, succession planning is carried out regularly and in accordance with Mitie policies and procedures.
• Create a professional working culture between employees, contractors and clients, sharing best practice.
• Coach and develop your team in all aspects of their role.
• Be a Mitie Ambassador at key client review meetings as necessary.
• Supporting the sales and retention process.
• Be an advocate of new systems, processes and ways of working embracing them and ensuring your team embrace them too.
• Comply with all Mitie policies and procedures.
• Comply with all Mitie Health and Safety policies and procedures ensuring work is carried out in a safe manner.
• Undertake additional duties in line with capabilities as required.
• Support the business as required by the Regional and Operational Directors.

What we are looking for

• 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.
• Good Commercial Acumen.
• Good leadership and management skills.
• Good communication skills.
• Excellent customer focus