Role purpose
To act as the primary contact between the client and the cleaning operations team, ensuring consistent, high-quality service delivery across the contract(s). The Site Manager is responsible for retaining and growing the client relationship, leading and developing on-site teams, ensuring compliance with Health & Safety and contractual KPIs/SLAs, and delivering efficient, commercially sustainable operations.
The ideal candidate will possess excellent leadership, communication, and client-facing skills, with the ability to coach and motivate teams, manage expectations effectively, and adapt to fast-paced operational environments. Confidence in using Microsoft Office applications, client systems, and basic data analysis tools is also required. We are seeking a self-motivated, resilient, and solutions-focused individual who is committed to service excellence and continuous improvement, with a passion for innovation, sustainability, and driving high operational standards.
The successful candidate will have proven frontline leadership and operational management experience, particularly in supervising large or multi-site teams. You will demonstrate a strong understanding of industry best practices, innovation, sustainability initiatives, and risk management within operational environments. A practical approach to leadership, alongside a strong awareness of workplace safety responsibilities, is essential. Experience within a junior or middle management role, operational budget management, cost control, contract mobilisation, client transitions, and IOSH certification would be advantageous but are not essential.
Please see the below a description of the main responsibilities:
People Management & Development
- Recruit, induct, and support frontline operatives, supervisors and team leaders.
- Engage and build rapport with your team, strengthening communication and work ethics.
- Lead by example, maintaining high standards of professionalism, communication and duty of care.
- Support direct reports in conducting on-the-spot and planned performance reviews and to deliver training.
- Promote succession planning by identifying and developing future leaders within your teams.
- Work closely with HR to deal with disciplinaries, grievances, absence management and general queries.
Client Relationship & Management
- Act as the main point of contact for clients across your portfolio, ensuring strong, trust-based relationships.
- Deliver services in full alignment with contract specifications, KPIs, and SLAs.
- Conduct client review meetings (weekly & monthly), following the client’s contractual or preferred format.
- Proactively resolve client issues, concerns, and ad-hoc requests, ensuring high satisfaction and contract retention.
- Drive clients towards achieving sustainability goals (waste reduction, recycling, environmental initiatives).
- Conduct site inspections and compliance audits, implementing corrective action plans where required.
Operational Excellence
- Ensure day-to-day operational service delivery is aligned with client’s expectations and company standards, to include periodical services and third-party subcontractors.
- Champion innovation in cleaning methods, equipment, and technology to promote industry best practices.
- Proactively engage and communicate with client’s regarding operational routines, opportunities for improvement and challenges.
Health, Safety, Environment & Compliance
- Ensure all services comply with Health & Safety legislation, COSHH, and company policies.
- Conduct and review risk assessments and ensure findings are effectively communicated to staff.
- Investigate accidents, incidents, and near misses, implementing corrective actions.
- Ensure Business Continuity and emergency procedures are in place, tested, and understood by all staff.
- Maintain accurate and auditable compliance documentation.
- Understands and engages with GreenZone’s sustainability values and initiatives.
- Contributes to the implementation of sustainability initiatives that enhance environmental performance & social responsibility into operations/operational strategy.
Operational Budget Management
- Monitor weekly operational wage budgets, resource and cover reinvestment, reporting variances and implementing corrective actions.
- Monitor budgets from stock, uniforms and cleaning materials to mitigate excessive spending.
- Keep track of general budget spend, ready to report to senior management upon request.
Strategy & Growth Responsibilities
- Actively contribute to business development by promoting the company’s services
- Develop and implement continuous improvement initiatives across contracts, helping create case studies.
- Support the company’s regional strategy planning and delivery.
- Promote internal succession and development
- Identify and convert opportunities for service enhancements and upselling additional services.
Key Performance Indicators (KPIs)
Success in this role will be measured by:
- Employee Retention and Engagement: Maintaining >95% staff turnover among frontline and supervisory teams, fostering a stable and motivated workforce.
- Managing individual’s performance: Addressing promptly any performance issues, collecting clear evidence and following company’s procedure.
- Contract Compliance: Consistent adherence to all contract deliverables, service scope, and reporting standards, as per client’s KPI’s and SLA’s. Company expects
- Quality Audit Performance: Achievement of required scores in regular internal and external cleaning quality audits, aligned with client’s KPI’s.
- First-Time Audit Pass Rate: Percentage of sites successfully passing audits on the first inspection, minimising reinspection’s.
- Site Visit Frequency and Completion: Conducting and documenting site visits at least once per week (for high-value sites) to ensure service quality and compliance. Applicable in multi-site portfolios.
- Response Time to Service Requests: Responding to client requests within their specified SLA’s, but promoting a agile and quick communication portal to ensure client’s requests are acknowledged and address promptly with an objective (SMART) update.
- Client Feedback Management, Prompt resolution and central reporting of all client complaints and compliments, driving continuous improvement.
- Health, Safety, and Compliance, Maintaining low incident rates, high safety audit scores, and proactive risk identification and management.
- Contract Profitability: Ensuring contracts operate within agreed operational budgets.
Person Specification
Experience
- Previous experience in a Junior or Middle Management role is desired.
- Proven experience in a supervisory or frontline leadership role is required.
- Proven experience in managing multi-site operations and/or large frontline teams is required.
- Ability to manage operational budgets and cost control is desired.
- Experience of mobilising new contracts and managing client transitions is desired.
- Knowledge of industry innovations, best practices, and sustainability initiatives is required.
- Awareness of managing and assessment of risks of tasks carried is required. IOSH is desired.
Skills & Competencies
- Excellent interpersonal and client-facing skills
- Strong leadership, coaching, and people management skills.
- Ability to track operational budgetary performance.
- Confident communicator and professional in speaking and writing.
- IT literate (Microsoft Office tools, client databases, some data analysis is required).
- Being agile and flexible to meet both employer and client’s requirements within any given day.
- Able to articulate thoughts and be confident in managing expectations.
Attributes
- Self-motivated to work and keep motivating those in direct and indirect reporting.
- Solutions-focused with a continuous improvement mindset.
- Resilient, flexible, and adaptable to fast-changing environments.
- Professional, approachable, and committed to service excellence.
- Passionate about innovation, sustainability, and driving industry standards forward.
The Company may require you to perform duties other than those you were specifically employed to undertake. It is a condition of your employment that you are required to comply with any such reasonable request.
You may occasionally be required to work overtime with prior agreement. Overtime will either be paid or taken as Time Off in Lieu (TOIL)
If this opportunity is of interest to you please apply immediately.
We are committed to creating a diverse environment and we are proud to be an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
We look forward to hearing from you.
Job Types: Permanent, Full-time
Pay: £42,000.00-£45,000.00 per year
Benefits:
Ability to commute/relocate:
- London EC3M: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Site Manager (Cleaning Industry): 1 year (preferred)
Work Location: In person
