Job Overview
Responsible for the day-to-day provision of high-level soft services (cleaning, customer services delivery, etc.) maintaining suitable client relationships, managing a team of people and of any external service providers, and always keeping a focus on sustainability for all forms of decision making.

Main Duties
Reporting into the Operations Manager, manage the high-level provision together with any other facilities management high level cleaning contractors or service providers that may be required to deliver services within the premises, ensuring services meet the requirements of the department and its internal and external customers.
Develop and maintain communication structures with suppliers & service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
Conduct regular reviews / audits of Management Information to determine trends and ensure workspaces are operating efficiently and being managed in accordance with departmental strategy, ensuring opportunities for improvement and innovation are highlighted and reported.
Work in partnership with contractors & high-level cleaning service provider to ensure a safe working environment meeting all statutory, contractual obligations including departmental sustainability requirements.
In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
Act as the focal point of all key client issues – understand issues from a client perspective and works appropriately.
Ensuring that client satisfaction levels remain high.
Maintain the highest standards of presentation, personal integrity, hygiene and customer support.
Scheduling of works to ensure compliance with the Heathrow Contract.
Carry out cleaning and safety inspections on site, as per KPI requirements. Deal with non-conformities as a matter of urgency. Ensure the Health & Safety of yourself and your team.
Ensure all equipment is hired in as required and fit for purpose.
Reduce the risk of accidents involving plant, equipment & PPE (Reporting of hazard spots (minimum 4 per month), near misses etc.).
 
What we are looking for
Experience of managing a high-level Soft Services support team, including absence management and development of staff.
Full driving license and 5-years employment history required.
Experience in dealing with sub-contractors and supply chain.
Understanding of help desk/call centre processes and workflow.
Able to view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records
Understands and applies appropriate employee legislation, safety, health and environment regulations.
IT literate, demonstrable knowledge of operating computer aided facilities management software packages.