Purpose:

This is a key role within the Operations Team. You will work closely with the Divisional Manager to manage all aspects of our customer contracts within a geographical area. Reporting to a Divisional Manager, you will be responsible for leading remote teams across several sites who deliver a quality service and demonstrate our company values every day. A varied role, you will need excellent organisational and planning skills, as well as having strong people management skills and being an inclusive leader. You will need to demonstrate flexibility, excellent communication skills across all levels of the organisation, be able to challenge poor performance where needed to ensure we are delivering an excellent customer experience. The ability to build and maintain good relationships is critical for this role.

Key Responsibilities

• Role model our values consistently with the team and client

• Work with the Customer Service Manager to resolve customer queries and complaints, including root cause analysis

• Ensure that all company policies and standards in relation to legislative requirements are complied with and applied thoroughly and equitably across the area

• Effectively manage team member attendance and monitor absence levels as well as ensuring there is effective scheduling

• Be the first line in any Employee relations escalations, conducting investigations and Disciplinaries when required

• Ensure all colleagues receive the appropriate training for their role • Ensure all colleagues receive effective onboarding and are set up for success from day 1

• Work with team members to ensure all aspects of their role are clear and identify any gaps in skills/training which impact on the ability to deliver quality customer service

• Ensure all audits are carried out diligently and on time in line with company policy

• Working with your Divisional Manager ensure that high quality team members are recruited, retained, and developed utilising the Cleaning Academy

• Provide quality feedback and coaching to develop to direct reports • Build capability and succession of the team through building effective relationships

• Maximise sales and profit opportunities • Drive all key performance indicators • Monitor site expenditure and budget ensuring efficient use of resources

• Addressing and reporting any issues in a timely manner as appropriate

• Complete onboarding for new clients, ensuring they are resourced, compliant and have excellent standards across the site

Person specification

Takes ownership and responsibility for delivering own actions

Take ownership to make changes where required to improve own or team performance Recent experience of leading teams in a managerial role .

Takes a coaching approach with team members or colleagues to empower them to learn and improve

Acts as a role model for the Company, demonstrates pride and passion to internal and external customers

Self-motivated, punctual, reliable, confidential Able to build positive and supportive relationships based on open and honest communication

Thorough, with excellent attention to detail

Excellent Customer Service Able to think and plan pragmatically and apply common sense/prior experience to find solutions 

Job Details

• Monday to Friday
• Occasional weekend work
• Flexibility required
• 40hrs per week
• Cardiff and surrounding areas.