Facilities Operations Manager

Salary: £84,000 per year

Facilities Operations Manager – London – to £70k plus bonus and package

A rapidly growing Facilities Management company, specialising in cleaning but soon to be moving into M&E maintenance, is urgently seeking an experienced Ops Manager/Director to join their thriving business in London. This role is very much focussed on being able to provide a five star customer experience so you must have excellent customer service/relationship management skills. You will be responsible for managing circa 170 contracts across the London region and hundreds of staff. My client has aggressive expansion plans so this is an opportunity to be apart of something exciting. This is a hands on role where you will need be on sites across London as and when required. The role requires a strategic, methodical planner who can deal with a variety of different clients.

PURPOSE OF THE ROLE
To manage all aspects of our client contracts in London, supporting and managing 4 x account managers to ensure the highest level of service, developing client relationships through innovation, communication and support to further develop the London client base of approximately £3.5m currently. To promote our values to colleagues, clients and competitors.

FUNCTIONS/RESPONSIBILITIES
To take direct responsibility for key client relationships and to manager Clients contracts through allocated Account Managers within your area. Responsible for all budgets, promoting new initiatives that the Company introduces, problem solving, training and development of all staff.
To work with the Operations Director to continuously improve our service offering to ‘‘best in class’’ through the use of software, systems, processes and collaborative meetings to provide the best tools and skillsets for our team to excel.
As the leading representative in London, to act with the highest ethics and integrity. To treat all colleagues with respect and professionalism, promoting the highest standards in every aspect of the business.

KEY RESULT INDICATORS:
Successful candidate will be responsible for all aspects of operations in London with some duties listed below.

• Overall responsibility for daily operation of all contracts
• Knowledge of Grievance & Disciplinary Procedures
• Health & safety
• TUPE & Knowledge of Employment Law
• Controlling Budgets – payroll, cleaning materials and equipment
• Check and manage wage payments within payroll software monthly
• Check and manage wage % each month in line with budget
• Management accounts – Minimising terminations – Maximising contribution
• Additional Sales i.e. add contract work and one off work,
• Organic growth – Soft services, such as Carpet cleaning, washroom services, waste & other Hard services such as M&E
• Promote Salesforce, Ezi tracker and any new innovations/ ideas
• People Management skills to deal with Clients & staff, dealing with help desk cases.
• Training & Developing of the team
• Managing contracts to highest standards
• Staff recruitment and management
• Ensuring Staff holidays/absences are covered
• Experience of recruiting and managing local staff
• Client Audits/ Site inspections with & without Managers
• Manage failed Quality Audits with Managers and then following up with Clients to ensure complete resolution to all aspects of the service and relationship
• Update Client Reference graph monthly
• Knowledge of payroll software, ideally Cleanlink payroll
• Microsoft 365
• Understanding the makeup of each contract i.e. number of weeks per year we are contracted to service – Cleaning specification for each contract.
• Contract reviews prior to contract anniversaries each year
• Complete new excel costing sheet for all price increases
• Build relationships with all clients

This job description is intended to give the post holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken. It does not attempt to details every activity. Specific tasks and objectives will be agreed with the post holder on an annual basis. The post holder will be required at all times to perform any other reasonable task, as requested by the Operations Director, in order to meet the operational needs of the business.