Job Title

Site-based Cleaning Manager
Location: Aviva, 8 Surrey Street, Norwich, NR1

Role Purpose

To organise, coordinate, and oversee the delivery of a cleaning service across a large on-site cleaning operation. The role ensures excellent customer experiences are achieved within agreed service levels and cost parameters, in line with stakeholder requirements.

Key Responsibilities & Accountabilities

1. Team Leadership & Performance
   Lead, coordinate, and control multiple teams to ensure staff are developed, utilised, and deployed effectively. Maximise employee performance and motivation to meet organisational standards and requirements.

2. Service Delivery & Improvement
   Develop and implement plans, schedules, and improvement programmes to deliver ongoing monthly, quarterly, and annual KPIs, SLAs, and departmental objectives.

3. Stakeholder Management
   Maintain and build strong relationships with stakeholders to ensure service level agreements are achieved and favourable terms are agreed with suppliers to suit business needs.

4. Supplies & Resources
   Ensure cleaning supplies are ordered to meet usage requirements at appropriate cost and quality levels, in line with stakeholder requirements and contractual agreements.

5. Equipment & Compliance
   Ensure all equipment is appropriately maintained and fit for purpose. Confirm operators are fully trained and capable of using equipment in line with all health, safety, environmental, and regulatory requirements.

6. Financial Management
   Monitor and manage budgets and expenses. Ensure product pricing is developed and agreed with stakeholders to cover agreed costs and service level agreements.

7. Reporting & Management Information
   Ensure all records are kept accurately and consistently. Collect, collate, and analyse service, cost, and performance information, and generate management information for senior leadership.

About This Role

The primary focus of this role is the delivery of operational activity to meet annual KPIs and SLAs (Service Level Agreements).

The role involves the management and integration of multiple teams or units where there is a high degree of risk, impact, scale, or complexity. It carries full managerial accountability for the leadership of the cleaning function and the delivery of a professional service aligned to contractual service level agreements.

At this level, the role typically requires:

• Proven experience in cleaning management
• Hands-on customer service experience
• A strong understanding of cleaning procedures and best practice
• Knowledge of health and safety requirements, and environmental and quality standards relevant to cleaning services
• A good understanding of industry innovation and company standards

Skills & Attributes

• Excellent communication and organisational skills
• Consistent and effective management style
• Proactive approach to problem-solving and service improvement
• Flexibility to support occasional early mornings and evenings to oversee out-of-hours cleaning teams
• Bilingual capability is an advantage