Area Manager - London - Cleaning Industry

United Services Group; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an Area Manager for the cleaning sector in London. This pivotal role involves leading and coordinating janitorial services across various sites, ensuring exceptional customer experiences and maintaining high-quality standards. You will manage budgets, enhance operational efficiency, and foster strong relationships with partners and clients. The ideal candidate will possess excellent communication and problem-solving skills, along with a solid understanding of the cleaning industry. Join this dynamic team and contribute to delivering top-notch services while driving growth and profitability.

Benefits

Health insurance

Dental insurance

Vision insurance

Pension plan after 1 year

Qualifications

• Strong communication skills are essential for managing customer relationships.
• Proficient in Salesforce and Microsoft tools for operational management.

Responsibilities

• Lead the Janitorial Services scope of works across multiple locations.
• Manage customer relationships and ensure service quality and compliance.
• Oversee budgeting and cost management at store level.

Skills

Business acumen

Communication Skills

Advanced Technology competency

Expertise in floor-care and cleaning procedures

Process and compliancy driven

Time management

Problem-solving skills

Tools

Salesforce

Microsoft Programs

Job description

Area Manager - London - Cleaning Industry

Monday, February 17, 2025

About Us

We are an established Canadian facility maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

We have a competitive compensation & benefits plan including health, dental, vision, and a pension plan after 1 year.

Department Purpose/ Function

The purpose of the Customer Experience & Retention Team is to enhance our existing customer relationships, customer experience & to lead the implementation of the customer scope of works (SOW) within Janitorial Services. This is to be achieved by listening to daily customer needs and acting proactively to meet and exceed scope of works and providing additional products or services to meet and exceed their everyday needs in real time.

Job Summary

This role is responsible for leading, managing, coordinating, and implementing daily the Janitorial Services scope of works at all store or site locations within the designated area or territory, across multiple customer banners.

The key focus areas of this role are in managing:

• Customer Experience & Retention
• Performance of our Partners & Cleaners
• Overall Store Operations (Including store budgets, profitability & KPI’s)
• Quality Standards & Audits
• Training
• Cost Management
• Increasing Revenue & Profits per Store and Customer Banners
• United & Customer Processes, Policies & Guidelines
• Support to other Area Managers as required

Planning & Budgeting:

• Responsible for participation in the development and implementation of annual plans by customer banners (annual waxing schedules, budgets, potential add-on sales opportunities).
• Implement store level budgets.
• Create and develop short and long-term strategies at store level to secure sustainability and profitability of all operations.

Customer Relationships & Communication:

• Build strong relationships with customers and business partners at store level (cross-selling, building trust, delivering good service, consistency, follow through, being a United brand ambassador and representing the brand positively).
• Single point of contact at store level with customer for the communication between United and the customer for all services (nights, day porters, outside services, etc.) and various departments within United.
• Address store level customer concerns and provide timely and effective solutions to problems.
• Support Regional Management on all face-to-face meetings or touchpoints with key customer stakeholders (e.g., Customer District Managers (DM's) & Customer V.P level).
• Daily/Weekly/Monthly meetings with customers banners on store audits, case management & action plans, periodic schedules, scope of works.
• Daily/Weekly/Monthly reporting on issues & escalations, action plans, including access issues, to customer.
• Weekly or as required, store compliance walks with customers.
• Lead or participate in store transition meetings with new customer and partner together about expectations around scope of works and set expectations.

Internal Communication:

Lead and coordinate all store level communication with United Partners daily on issues and actions.

• Set expectations with Partners, provide training, coaching & mentoring.
• Participate in cross-functional weekly & monthly meetings with Regional & Support Teams (e.g., L & D, Partner Relations, Equipment Services).

Process Compliance:

• Lead all process initiatives/implementation at store level; Work with Sr. management on identifying store level trends and process gaps.
• Lead store level customer store/calibration walks.
• Lead process adoption in Salesforce.
• Responsible for managing business using United technologies provided (e.g., Salesforce/Outlook).
• Lead and or support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.
• Support Partner Change Overs (PCO) with Partnership team.
• Material Ordering.
• In-Store Specials.
• Conduct Visitation Audits & manage Case management for issues and escalations.
• Create and implement Periodic Schedules.
• A.R.I and H & S Compliance.
• I.D Badging & uniform compliance for all Partners & cleaners.
• In Store Partner Training and support Partner Effectiveness in Partner training Program.
• Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.
• Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.

Cost Management & Controls:

• Responsible at store level for Revenue + Cost per Store; Budget Vs Actual + Gross margins.
• Responsible for the store level financial activities related to billing, invoicing, store budgets, customers, suppliers and sub-contractors’ expenses, employee hours, material costs over budget, equipment repair costs.
• Support Sr. Management for operational costing for new & existing business.
• Monitor asset inventory, including but not limited to, equipment, supplies at store level.

Implement transitions of new business in stores in compliance with customer transition process.

• Lead growth of In-store business by upselling Special services.

Workforce & Performance Management:

• Co-Lead Performance Management for Partners with Partner Effectiveness team as per United reports (Monthly inspections, escalation reports, attendance reports, visitation reports).

Recruitment, Training & Development:

• Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners and Partner management (e.g., Partner Change Overs (PCO); Group Echo; Insurance, Contract signing, ID Badging for all staff and Partners; Material Ordering; Invoicing).
• Lead In-Store Partner Training (Scope + Equipment + Material Ordering) and support Partner Effectiveness & L & D in overall Partner training program.
• Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
• Monitoring performance of reporting Partners and apply performance improvement plans to improve Partner engagement and productivity in conjunction with Partner Effectiveness team.
• Responsible for managing business using United technologies provided (e.g. Salesforce & Microsoft Programs). Responsible for asset management.

Additional Responsibilities:

• Perform daily functions in alignment with company mission, vision, and values.
• Work in compliance with all United, legal & health & safety policies and protocols.
• Protect company assets from damage and misuse.
• Perform other related duties as may be required from time to time.

Other Job Requirements and Expectations:

• Available to address customer and Partner needs and concerns in a timely manner.
• Willing to travel frequently within the designated territory or outside the province as may be required from time to time.
• Ability to deal with high level of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.

Skills:

• Business acumen
• Communication Skills: Active listening, verbal, and written communication skills
• Advanced Technology competency
• Expertise in floor-care and cleaning procedures is an asset.
• Process and compliance driven.
• Superior time management and problem-solving skills.