Head of Operations

Mitie; Ilford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading facilities service provider in the UK seeks a Head of Operations to oversee client relationships and compliance within NHS healthcare settings. The ideal candidate has extensive experience managing soft services and a strong grasp of cleanliness standards. Responsibilities include managing audits, employee training, payroll, and delivering exceptional service across multiple sites. This role offers various employee benefits, including flexible working options and financial wellbeing assistance.

Benefits

Virtual GP service

Financial wellbeing assistance

Flexible lifestyle benefits

Cycle-to-work scheme

Enhanced pension contributions

Qualifications

• Extensive experience managing soft services within an NHS healthcare setting.
• Strong understanding of national standards of cleanliness within the NHS.
• Possess a full UK clean driving licence.

Responsibilities

• Manage client relationships across multiple sites.
• Conduct audit inspections to ensure compliance.
• Ensure HR and health and safety policies are followed.

Skills

Customer service

Communication

IT skills

Flexibility

Organizational skills

Time management

Education

Cleaning qualification

Tools

Microsoft Office

Job description

Job Overview

We are looking for an enthusiastic Head of Operations for our Facilities Soft Service Contract. The role involves managing client relationships, auditing performance, and ensuring compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Health & Safety regulations. The incumbent will oversee employee payroll, training, and deliver excellent service across multiple client contract sites.

Main Duties

The role involves building and maintaining client relationships, overseeing and conducting audit inspections as required, ensuring all required training is carried out and is up to date. The successful candidate will ensure and manage compliance with HR, QHSE and recruitment, and adhere to Mitie and Trust policies.

Flexibility in working hours is required to meet client needs effectively.

Qualifications & Skills

The ideal candidate will have extensive experience managing soft services, cleaning, portering and overseeing catering service within an NHS healthcare setting. A good understanding of current national standards of cleanliness within the NHS is required. They should possess strong customer service, communication and IT skills, particularly in Microsoft Office. A cleaning qualification is desirable. The ideal candidate must be flexible, organized and have excellent time‑management skills.

As travelling between multiple sites is required, candidates will need a full UK clean driving licence.

Benefits

We provide a virtual GP service for you and members of your household; you can get expert advice by video or phone without leaving home. Financial wellbeing assistance is offered through our Salary Finance scheme, allowing access to 50% of earned pay before payday for a small fee and the provision of competitive loans.

When you join us, you’ll receive a link to our flexible lifestyle benefits platform, Choices. You may purchase up to five extra days’ holiday each year, buy critical illness insurance, seek dental treatment or purchase technology products at an affordable cost.

Access to high‑street discounts from thousands of well‑known retailers, gyms and more is available via our MiDeals platform. We also offer a cycle‑to‑work scheme, life cover of up to four times your salary, enhanced pension contributions, a save‑as‑you‑earn scheme and a Mitie Matching Share Plan (which may award free shares in Mitie).

Employees are recognised with Mitie Stars. Cash prizes are awarded each month and at the end of the year there is a chance to win a top prize of £10,!

Our success derives from the experience and quality of our people. Career progression is a top priority, and we provide a diverse range of training and development opportunities through a wide selection of learning resources.

Equal Opportunity Statement

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Sophie Willson at .