This is a rare opportunity to join a national Facilities Management company, heading up their Contract Cleaning business within the London area, with responsibility for a number of contracts in Birmingham and the North West.
You will initially have 4 Area Managers reporting into you, who manage 50 sites in total, which is expected to double within the next 18 months and therefore a dynamic process driven Cleaning Management professional is required to guide the expansion of this business.
The Head of Operations and Services will play a pivotal role in overseeing and optimising all aspects of our facility management operations. This senior position is responsible for ensuring the efficient delivery of cleaning services, maintaining high-quality standards, managing a dedicated team, and driving operational excellence. The role is based within the Greater London area and reports to the Group Operating Officer.
Key Responsibilities
Operational Leadership:
- Develop and execute operational strategies to enhance service quality, efficiency, and client satisfaction.
- Implement and oversee standardised cleaning and other service processes and best practices.
- Continuously monitor and improve service delivery to meet or exceed client expectations.
- Strategically energise and develop team retention.
- Oversee mobilisation of new clients through smooth and professional Operational delivery.
Client Relations:
- Build, support, and maintain strong client relationships through structured proactive engagement, resolving issues, and providing initiative solutions.
- Lead and continuously evaluate the Communication and Engagement strategy aligned to Client Management Plans
- Continuously review client management plans with a strong focus on retention through excellent relationships
- Collaborate with cross-functional terms (internally) to identify opportunities for service expansion and retention.
- Reporting – Ensure all monthly, quarterly, and ad hoc reporting is completed and issued to clients by management plan.
Team Management:
- Lead, coach, and mentor a diverse team of Operations Managers, Key Account Managers, Team Leaders, and Customer Service Management teams. In turn, providing guidance and leadership to the wider Operations teams nationally.
- Establish clear performance expectations and goals, conduct regular performance reviews, and provide ongoing training and development opportunities.
- Continuously review the performance, output, and workload of the operations team collectively to ensure it is performing optimally and aligned to company strategy and expectations.
· Efficiently allocate resources, including personnel, equipment, tools, and supplies.
· Ensure optimal staffing levels to meet service demands while managing budgets.
Quality Assurance:
- Establish and maintain quality control measures, including inspections and audits, to ensure service consistency and compliance with industry standards.
- Implement accelerations, corrective actions, and improvement plans as needed.
- Provide analysis of Operational performance to drive efficiency.
- Contractor management and relationships
Safety and Compliance:
- Promote a culture of safety and compliance with all relevant regulations and industry standards.
- Develop and enforce safety protocols to protect both employees and clients.
Budget Management:
- Collaborate with the finance department to create and manage budgets for operations, ensuring cost control and profitability.
- Lead and manage business relationships to ensure adherence to finance and back-office functions such as payroll, HR, and Commercial strategies and deadlines.
Qualifications
- IWFM Facilities Management Qualification | Business Management, or a related field.
- Proven experience in operations senior management, preferably in the cleaning or facilities services industry.
- Confident ability to uphold professional relationships with clients.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in using software and technology for operations management and reporting.
- Knowledge of cleaning industry best practices and safety regulations.
Please note, only short-listed candidates will be contacted within 7 working days of application