Front of House Manager

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Service Excellence

• Accountable for measuring, meeting, and reporting KPIs with client input.
• Use KPI outputs and service reviews to improve service delivery.
• Implement and maintain SOPs, seeking continuous improvement.

Engagement, Culture & Communication

• Create reports and MI for contracts.
• Ensure high-quality communication and reporting to clients, teams, and the business.
• Drive company culture within the team.
• Engage with the wider business (e.g., managers forum).
• Ensure an Engagement Ambassador is assigned.
• Proactively seek networking opportunities.
• Keep clients fully informed of relevant information.

Client Relationships

• Present contract updates regularly to clients.
• Align team with Signature and Client values.
• Act on client requests and track to closure.

Finance & Commercial Awareness

• Provide backup documentation for accurate invoicing.
• Deliver the contract within budget.
• Identify opportunities to increase profit.
• Approve payroll reports.
• Consult with line manager on financial performance.
• Understand contractual terms, including penalties and contract types.

People & Productivity

• Oversee team performance.
• Develop and implement development matrices.
• Ensure HR processes are followed.
• Analyze MI to improve performance.
• Maintain self-motivation.

Business Development

• Understand the tender process.
• Assist with operational tender responses.
• Develop the business organically.

QHSE & Wellbeing

• Manage safety documentation.
• Develop and deliver QHSE training.
• Review incidents and implement preventive actions.
• Review and recommend QHSE practices.
• Enforce QHSE procedures.
• Address inappropriate behaviour.

Strategy, Innovation & Project Management

• Set team objectives aligned with strategy.
• Identify innovation opportunities.
• Manage site projects and milestones.
• Support wider business projects.
• Foster continuous improvement and innovation.
• Analyze MI proactively.
• Understand and implement strategic roles.

Main Duties

• Drive customer service excellence across multiple sites.
• Support team management and payroll processing.
• Ensure effective site activities per SLA.
• Build relationships with clients and handle escalations.
• Coordinate with service lines and contractors.
• Lead site communications and wellbeing activities.
• Conduct site inductions and safety meetings.
• Manage projects and emergency procedures.
• Ensure standard operating procedures are followed.
• Produce statistical reports and manage requests via Maximo.

Qualifications

• Understanding of AV and IT systems.
• Proficiency in Word, Excel, Outlook.
• Knowledge of Health & Safety and Risk Assessment.
• Customer-focused approach.
• Strong communication skills.
• Team player with initiative.
• Effective in independent and team work.

Location

On-site – Derby, GBR

If interested, apply regardless of full qualification match. For adjustments in the application process, contact us at +44 20 7493 4933. For other inquiries, visit our Contact Us page.

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