Regional Operations Manager - Retail Services (Midlands)

Mitie Group plc.; Great Houghton; On-site; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Company vehicle

Laptop

Job summary

Mitie are seeking an experienced Operations Manager to support our retail contracts across Boots, Decathlon, Lloyds Banking Group, Nationwide Building Society, Reed and Superdrug, ensuring service delivery across the Midlands.

This role emphasizes leadership, customer service and operational excellence, building strong client relationships and driving continuous improvement across the region.

Qualifications

• Experience leading operational teams in cleaning or facilities management.
• Strong customer service and stakeholder management.
• Proficient in IT and MS Office.

Responsibilities

• Being 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 SLA and KPI's
• To line manage an operational team including 8 x Service Support Managers 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
• 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
• To 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 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 ROM & RD
• To ensure Cleaning is provided to standards required by contract

Skills

Leadership

Stakeholder management

IT skills

Job description

Mitie are seeking an experienced Operations Manager to support our retail contracts across Boots, Decathlon, Lloyds Banking Group, Nationwide Building Society, Reed and Superdrug, ensuring service delivery across the Midlands.

This role emphasizes leadership, customer service and operational excellence, building strong client relationships and driving continuous improvement across the region.