Operations Support & Quality Manager

Salary: £42,000 – £48,000 per year

For over 30 years my client has built a reputation for the highest standards in cleaning and hygiene – from offices and sports stadia to schools and medical practices across the Midlands/South Yorkshire from Northampton in the south to Doncaster in the North, west to Lichfield east to Nottingham, employing in the region of 350 staff. I am now working in partnership with them to recruit an Operations Support and Quality Manager (this is a new role and this is a working name for the post).

The purpose of the Operations Support & Quality Manager role is the day to day management of the operations team including management responsibility for two Account Managers. The role holder will be responsible for designing improvements in processes and procedures to ensure superior standards against the competition, utilising the analysis of management data, training, monitoring KPIs and by holding account managers, supervisors, cleaners etc to account. 

Duties for the Operations Support & Quality Manager 

• Ensure regular service delivery review meetings are held to drive collaborative working and continuous improvement in service delivery.
• Ensure cleaning audits are undertaken to schedule by the Account Managers and random audits are undertaken in collaboration with the Account Manager
• Ensure training needs are identified and undertaken for new starters and existing staff
• Ensure KPIs are met and put measures in place where they are not met
• Analyse and review recruitment spending and the efficiency of the sources used such as Indeed
• Analyse and review credits and the reason why they were given
• Develop and continuously improve the Helpdesk and its role in delivering excellent customer service
• Review how cleaning schedules are produced for cleaners ensuring that are clear and easy to understand.
• Responsible for quickly investigating and resolving service delivery complaints and use the lessons learned to identify opportunities for continuous improvement in service delivery
• Ensure that all contracted hours are fulfilled
• Highlighting any areas of stress and devise improvements that can be made from both a financial and operational standpoint

Candidates for the Operations Support & Quality Manager role should have an ability to analyse data and utilise the results to devise practical improvements, reside within a daily commute of Derby and have experience of using MS apps including SharePoint, Flow/Power Automate. Experience of the Soft FM sector is not essential, but is preferable, it would help in respect to setting further KPIs and being able to speak with some authority. 

Salary £42,000 – £48,000 20 days holiday, Nest pension scheme. Tools of the trade such as mobile phone and laptop will naturally be provided

We do try to reply to each application personally, however as you can appreciate we receive a high number of applications for each role we handle and it is not always possible to do this. Therefore if we do not contact you within seven days your application for this particular role has not been successful. However we have retained your CV and we will advise you of future roles that may be of interest. Fairford Associates operates as an Employment Agency introducing work-seekers to client employers for direct employment by those employers.