Cleaning Shift Manager

Job Overview
We're looking for a Cleaning Shift Manager who will deliver excellent service standards, while meeting SLA agreements and managing a cleaning team. Contract: Permanent. Type: Full time. Hours: 48hrs. Shift Pattern: 4 on 4 off - 2 07:00 - 19:00 and 2 10:00 - 22:00. Pay: £16.28. Location: Bullring Shopping Centre, Birmingham.

Job Objectives & Responsibilities

• Support the Cleaning Management Team in all matters relating to the service delivery of the team and work in accordance with the standards required by Mitie and the client.
• Provide exceptional leadership and day to day management of the centre team responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.
• Provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.
• Ensure that the interests of JLL/Hammerson, their Guests and Occupiers are fully protected at all times and conduct yourself accordingly, as their representative.

Main Duties

• Cleaning Shift Managers must be highly proficient in the use of the Over C digital platform, as it is the primary management tool for the role.
• They will utilise the system to schedule deep cleans, allocate tasks, monitor the completion of cleaning activities, and effectively manage resources.
• Act as the on shift lead for cleaning operations, taking responsibility for service delivery and ensuring tasks are completed to the required standards, frequencies and specifications.
• Coordinate cleaning across all common and public areas, including washrooms, entrances, external, back of house areas and corridors, lifts/escalators (where within scope), and staff welfare areas.
• Complete shift walk rounds and quality checks, identifying issues early and deploying resources to resolve problems quickly.
• Plan and allocate daily tasks and priorities through Over C, ensuring staffing levels are appropriate and aligned to contractual requirements and trading patterns.
• Deliver reactive cleaning (e.g. spillages, breakages, body fluid cleans where trained, and other hygiene incidents) using correct signage, PPE and safe systems of work.
• Plan periodic deep cleans in line with cleaning schedules through Over C, ensuring they are completed within agreed timeframes and to a high standard.
• Oversee waste management within scope, including litter picking, bin rotation, waste segregation and supporting compactor/baler areas where applicable.
• Ensure effective shift handovers, including completion of logs/checklists and communication of outstanding issues and priorities.
• Manage stock levels for cleaning consumables, chemicals and PPE, ensuring secure storage, accurate records and timely re ordering to maintain service delivery.
• Raise purchase/stock orders and complete regular stock takes, maintaining agreed par levels and supporting cost control.
• Ensure equipment is used correctly and maintained to the required standard; carry out basic checks, report defects and arrange replacements/repairs as required.
• Maintain a consistently high level of customer service, responding professionally to members of the public, tenants and client representatives.
• Send and respond to emails and communications with suppliers, contractors, Mitie and JLL management, ensuring actions are recorded, escalated where required and completed within agreed timescales.
• Raise and log jobs on Vantify for JLL Workplace Management, ensuring accurate descriptions, priority levels and updates through to completion.
• Coordinate with other on site departments and contractors to support planned works and minimise disruption to customers and trading.
• Support continuity of service during out of hours working and weekends, ensuring the site remains presentable and safe at all times.
• Create and review rotas, allocate shifts on Workplace+ and coordinate holiday bookings to maintain coverage and service continuity.
• Create, update and deliver site cleaning risk assessments and COSHH documentation, ensuring controls are implemented and understood by the team.
• Complete payroll checks/inputs (as required), ensuring hours, absences and shift amendments are recorded accurately and on time.
• Oversee the servicing and planned maintenance of on site cleaning machinery and waste compactors (where within scope), completing basic checks and escalating faults to the appropriate service provider/management.
• Maintain strong working knowledge of cleaning equipment and machinery and provide hands on operational support when required to maintain service levels.
• Full UK driving licence essential.

People Management

• Lead, support and motivate the on shift cleaning team, ensuring all issues are dealt with correctly and promptly.
• Manage time and attendance on shift, including absence and lateness reporting in line with company policy.
• Manage HR tickets (as required) and monitor sickness/absence trends, escalating concerns and supporting return to work actions in line with policy.
• Ensure standards of dress, PPE, safety and presentation are maintained at all times.
• Provide ongoing training, coaching and mentoring to develop performance and build capability within the team.
• Deliver induction training and on shift support for new starters, and carry out probation reviews in line with company policy.
• Ensure all staff are site trained and have read and signed relevant assignment instructions, site procedures and risk assessments.
• Carry out regular performance reviews for cleaning operatives and provide feedback to Cleaning Operation management.
• Support recruitment activity to ensure the site is appropriately resourced and recruitment processes are followed.
• Arrange and conduct interviews for site vacancies (as required), supporting fair selection decisions in line with company process.
• Support formal HR processes including investigations, taking accurate notes and maintaining documentation in line with company procedures.
• Hold regular team briefings/meetings to discuss service performance, customer feedback and opportunities for improvement; ensure meetings are documented.

Reporting, Communications & Administration

• Train cleaning operatives on the use of Over C, monitor ongoing compliance to ensure consistent and correct usage, and review Over C scores to identify areas for improvement.
• Cleaning schedules, deep cleans, and machinery services and repairs will be recorded and monitored through Over C.
• Provide timely and effective communication to relevant stakeholders (e.g. site management, client contacts and internal management) regarding issues affecting site cleanliness and service delivery.
• Send clear and timely email updates to contractors, suppliers, Mitie and JLL management, ensuring requests, approvals, progress updates and outcomes are documented.
• Log and update service issues/incidents accurately, collating information and ensuring actions are managed through to completion.
• Report staffing issues, supply shortages, equipment faults and service risks promptly.
• Handle day to day enquiries relating to cleaning operations from tenants, the public and client representatives.
• Support management of key performance indicators (KPIs) and service level agreements (SLAs), including contributing to performance data and audit outcomes.
• Develop and maintain good working relationships with applicable local agencies/services and on site partners where relevant to service delivery.
• Undertake any other reasonable request from management or the client consistent with the role.

Skills, Knowledge & Experience

• Previous experience supervising or managing cleaning operations in a customer facing environment (e.g. retail, shopping centre, leisure, facilities management).
• Strong customer service mindset with confident, professional communication skills (face to face, phone and email).
• Good working knowledge of H&S requirements for cleaning, including COSHH, risk assessments and accident/incident reporting.
• Ability to organise work, allocate tasks and manage priorities under time pressure.
• Highly proficient in the use of IT systems and computer applications, including Microsoft Excel, Outlook, Word, and email platforms to support daily operations.
• Skilled in producing and maintaining accurate reports and ensuring information is recorded accurately and efficiently.
• Experienced in using a variety of computer based systems for administration, scheduling, communication and record keeping, ensuring accuracy, efficiency, and compliance with organisational procedures.
• Confident in creating spreadsheets, tracking data, generating reports, managing inboxes, and communicating effectively with colleagues, customers and management through digital platforms.
• Able to quickly learn and adapt to new software and IT systems, with strong attention to detail and a proven ability to manage multiple tasks while maintaining high standards of accuracy and professionalism.
• Strong knowledge of mobile phone and app based systems, with experience using a range of digital applications for communication, reporting, scheduling, record keeping and operational management.
• Monitor and respond to digital alerts from Over C.
• Experience of auditing cleaning standards and driving continuous improvement (desirable).
• Flexibility to work varied shift patterns including early/late shifts and weekends (as required).
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