To manage the delivery of cleaning services across assigned sites, ensuring contractual obligations, quality standards, health and safety requirements, and financial targets are achieved while maintaining excellent client relationships.
Key Responsibilities
-
Manage the day-to-day operation of cleaning contracts.
- Ensure all cleaning services are delivered in line with contractual specifications and agreed service levels.
- Build and maintain strong relationships with clients, acting as the primary point of contact.
- Conduct regular site inspections and quality audits to ensure high cleaning standards.
- Develop and implement corrective action plans where standards are not met.
- Recruit, train, supervise, and motivate cleaning supervisors and operatives.
- Prepare staff rotas and ensure adequate staffing levels to meet operational requirements.
- Monitor employee attendance, performance, and compliance with company policies.
- Manage budgets, control labour and material costs, and ensure contracts remain profitable.
- Order and monitor cleaning equipment, chemicals, and consumables.
- Ensure compliance with health and safety legislation, COSHH requirements, and company procedures.
- Carry out risk assessments and ensure appropriate control measures are in place.
- Investigate accidents, incidents, and customer complaints, implementing corrective actions where required.
- Produce regular performance reports and attend client review meetings.
- Identify opportunities for service improvements and contract growth.
- Ensure compliance with environmental and sustainability policies.
Key Performance Indicators (KPIs)
-
Achievement of contractual Service Level Agreements (SLAs)
- Client satisfaction scores
- Quality audit results
- Budget and profitability targets
- Staff retention and attendance
- Health and safety compliance
- Response times to client requests and complaints
Person Specification
Essential
-
Experience managing cleaning or facilities management contracts.
- Strong leadership and people management skills.
- Excellent communication and customer service skills.
- Good financial and budget management experience.
- Knowledge of health and safety legislation, including COSHH.
- Ability to plan, organise, and prioritise workloads.
- Proficient in Microsoft Office (Word, Excel, Outlook).
- Full driving licence
Desirable
-
Facilities Management or Cleaning Management qualification.
Skills and Competencies
-
Leadership and team development
- Contract and performance management
- Client relationship management
- Problem-solving and decision-making
- Financial awareness
- Organisation and time management
- Negotiation and conflict resolution
- Attention to detail
- Communication and presentation skills
Direct Reports
-
Cleaning Supervisors
- Team Leaders
- Cleaning Operatives
Working Conditions
-
Based across multiple client sites.
- Frequent travel between locations.
- Occasional evening or weekend work to meet operational requirements.
- Participation in an on-call rota may be required.
