Job objectives and responsibilities

To organise and manage the centre in accordance with and to the standards required by Mitie and the client. To be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry leading security service. Responsible for the management, development and training of all team members. Ensure the centre is compliant and run commercially in line with contract charges and requirements. Maintain and build the client relationship, ensuring communication between all parties is dealt with in a timely manner. Drive company and site performance to ensure the best service is received by the client and the client's guests. 

Building Effective Teams

Being the Front-line teams key point of contact and ensuring the Security & Cleaning operations team strives for and exceeds expectations on service excellence through first class management, customer focus and measured feedback, training and development

Drive for Results

To ensure that Mitie Security & Cleaning team reacts efficiently and effectively in line with SLA and KPI's across the centre.

Leadership Behaviours

To line manage an operational site based team and communicate with other CSM's and SSM's across the portfolio to ensure consistency of delivery

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

Proactively considering service delivery, not solely been task focused

Driving a ‘fix it first time' culture

Embrace new systems and processes introduced by Mitie, acting as a an ambassador to your team for these

Influencing and building effective relationships

Foster and develop effective relationships with clients, internal stakeholders, employees and other Mitie colleagues

Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve

Decision Making

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 successfully deliver within hours, consumables and other lines contained within the centre budget and monitor planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner & planned tasks are adhered to.

To ensure the development of the Mitie One Team ethos

Main duties

·       Act as (when required) the Duty Senior Manager for the centre, taking full responsibility for centre operation & ensuring the centre is operated in accordance with the standard operating requirements. Responsible for supporting and managing all of the centre operations both inside and outside of trading hours together with weekends.

·       Recruit, manage and motivate site-based team

·       Ensure the service is delivered in line with the specified SLA & KPI's

·       Be responsible for Front & Back of House cleaning and environmental services ensuring the required standards are met

·       Manage the Waste, Hygiene, Pest Control & Landscape services and ensure the services comply with the required    standards and legislation

·       Work with all teams on-site to ensure One Team delivery to the client is seamless

·       Attend regular meetings with the client as required

·       Quote & submit for approval additional Adhoc works engaging with appropriate suppliers

·       Promotion of all Mitie service lines to deliver sustainable excellence and maximum efficiency

·       Assist with controlling of budget and spend for key cost lines, materials, labour & subcontracted work

·       Ensure payroll is correct and processed in a timely manner in line with deadlines through close management of Workplace Plus and Daily Recs

·       Hold regular meetings as required to engage, motivate and manage your team, developing and communicating the requirements

·       Compile and assist with the presentation of monthly reports to client

·       Ensure all team members go through the Mitie & Site-specific Induction

·       In conjunction with HR ensure employee issues are dealt with according to company policy

·       Take direct action with HR support with people issues on site

·       Attend internal and external meetings as required

·       Coach and develop your team and measure performance through regular reviews and MiReviews

·       Ensure effective and efficient duty rostering of the team; allocate annual leave and overtime duties to prescribed procedures.

·       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

·       To undertake additional duties in line with capabilities as required

·       Manage the collation of data on sustainability issues

·       Ensure compliance with environmental legislation at the centre

·       Assist with and devise and implement continual environmental improvements

·       Make a positive contribution to the company's Corporate Responsibility Strategy

·       Support the business as required by the Account Management, Regional and Operational Managers

·       Any other reasonable management request

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.

·       Have previous experience of working in a Soft Services Management role

·       Enthusiastic, motivational, someone who strives for excellence 

·       Someone who takes the initiative and drives for results 

·       Organised, able to make robust judgements and prioritise  

·       Honest, transparent and consistent 

·       Gain and hold the respect of others 

·       Have a flexible approach with a “can do” attitude 

·       Significant experience of managing people and challenging situations 

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

·       Leads by example in all role activities

·       Good Commercial understanding of controlling budgets and targets

·       Good management skills with the ability to demonstrate proven engagement on a site based team

·       Good communication skills in both written and spoken form

·       Excellent customer focus

Health and Safety responsibilities

Follow Group and company policies and procedures at all times;

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;