Regional Operations Manager - Cleaning

Mitie; Fareham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading facilities management company in the UK is seeking a Regional Operations Manager to oversee multiple sites in the South of England. The ideal candidate will demonstrate strong leadership and customer service skills, ensuring the cleaning operations team meets and exceeds service excellence standards. Responsibilities include managing teams, ensuring compliance with health and safety policies, and fostering client relationships. Exceptional communication and management skills are essential for this role.

Qualifications

• Proven leadership and management experience in an operational environment.
• Ability to influence and build relationships with clients and stakeholders.
• Demonstrated ability to drive high-quality customer service.

Responsibilities

• Lead and manage operational teams effectively.
• Ensure adherence to health and safety policies.
• Drive customer retention and satisfaction.

Skills

Leadership skills

Customer focus

Health and safety knowledge

Commercial acumen

Communication skills

Job description

Job objectives and responsibilities

We are looking for a Regional Operations manager to cover multiple sites across the South of England to be the Front-line Management's key point of contact and ensuring the cleaning operations team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus and measured feedback, training and development to ensure that Mitie reacts efficiently and effectively in line with their Clients SLA and KPI's.

Leadership Behaviours

• To line manage an operational team including Service Support Managers, Site Managers, Day Supervisors and subcontractors in delivery of the above
• To drive a culture of high quality customer excellence including:
  • Leading by example
  • Smart and professional in appearance and manner
  • Client focused – seeking to resolve client problems through Mitie solutions
  • Thinking tactically and strategically about customer service delivery, not solely task focused
  • Driving a ‘fix it first time' culture
  • Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team for these
• Influencing and building effective relationships
  • Foster and develop effective relationships with clients, local stakeholders, employees and other Mitie colleagues
  • Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve

Decision Making

• To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review
• To successfully deliver and profitably manage additional and existing planned and reactive work streams, with accountability for ensuring that billing requests are submitted in a timely manner
• To assist with the development of the Mitie-client offering

Main duties

• Leading and maintain customer retention
• Develop annual account plans
• Attend regular meetings with clients as required
• Annual price reviews in line with company policy - ensure that contracts are held centrally and
• Promotion of all Mitie service lines to deliver sustainable excellence and maximum efficiency
• Deliver P&L according to targets set annually
• Ensure client invoicing and payroll is correct and processed in a timely manner
• Hold regular meetings as required to engage, motivate and manage your team, developing and communicating the strategy, ensuring it is aligned with the wider cleaning business strategy
• Assist with presentation of tenders and preparation of tender strategies and presentations
• Ensure that no portfolio losses due to service issues
• Monitor and review expenditure on all contracts
• Ensure all team members go through the Mitie Induction
• In conjunction with HR ensure employee issues are dealt with according to company policy
• To ensure your team are completing client visits as audits as per contract specification
• To ensure Cleaning is provided to standards required by contract
• Support managers with HR issues in accordance with Mitie policy and procedures
• Attend internal and external meetings as required
• Accountable for performance of your region/contract. Driving cost savings and increasing growth
• Ensure the full employee lifecycle of recruitment, induction, appraisal, development, succession planning is carried out regularly and in accordance with Mitie policies and procedures
• Create a professional working culture between employees, contractors and clients, sharing best practice
• Coach and develop your team in all aspects of their role
• Be a Mitie Ambassador at key client review meetings as necessary
• Supporting the sales and retention process
• Be an advocate of new systems, processes and ways of working embracing them and ensuring your team embrace them too
• Comply with all Mitie policies and procedures
• Comply with all Mitie Health and Safety policies and procedures ensuring work is carried out in a safe manner
• To undertake additional duties in line with capabilities as required
• Support the business as required by the Regional and Operational Directors
• Any other reasonable management request

Person Specification

• Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
• Able to represent Mitie effectively at both internal and external meetings
• Leads by example in all role activities
• Good Commercial Acumen
• Good leadership and management skills
• Good communication skills
• Excellent customer focus

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security

• Ensure compliance with Mitie's information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;