Since 1987, Mitie’s 68,000 employees, have been serving companies and communities across the world. We’re the UK’s leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we’re very proud of this. Join us and together there’s no limit to what we can achieve.
Our values and behaviours
An individual’s belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Job objectives and responsibilities

• To ensure each site is operated safely and efficiently to the required service standard
• To liaise with clients and control and monitor site operations
• Regular and recorded communication with clients, including period reviews
• Maintain and deliver excellent cleaning to be carried out during 24 hour operations
• Additional Works Orders outside specification is agreed with client, documented, actioned and costs recovered (AWO)
• Deliver innovation and through Mitie First, highlighting opportunities and converting for growth
• Clients’ complaints and concerns are investigated and rectified swiftly and action is recorded and communicated
• Achieve a positive safety culture on sites – zero RIDDORS
• Hazards and risks are assessed prior to work commencing and relevant RAMS are in place, signed by operatives
• Contracts are managed in line with specification
• Manage all services delivered to client, being escalation point of contact
• Ensure direct and indirect operations provide a quality service
• Compliant with policy and safe working environment for all Mitie employees
• Adequate materials and equipment on site
• Risk of accidents involving plant, equipment & PPE is assessed and reduced
• Accurate wage records are maintianed
• Progress against target is monitored per period, both financial P&L responsibilities & operational targets ensuring costs are in line with budgets
• Appropriate numbers and calibre of staff available
• Competent staff, able to cover services
• Training is delivered to meet the needs of staff and complies with Mitie safe systems and operations needs

Main duties

Manage operations:

• Maintain quality of services to customer and safe working environment for all
• Meet with clients at least once per week to discuss services provided
• Carry out weekly cleaning and safety inspections on site. Deal with non-conformities as a matter of urgency. Document and put into action rectification plan and monitor
• Maintain staffing levels commencerate with operating demands and flex these to deliver optimum service
• Ensure Mitie team complete all audits in line with contractual specification
• Identify and agree “one-offs” and additional requirements with clients/ customer. In conjunction with the ROM, complete an AWO process including PO from the client prior to work commencing
• Deal with customer complaints or concerns within agreed timescales
• Ensure training and team briefings are provided to maintain excellent operating standards
• Observe all client and company statutory health and safety regulations and procedures and promote good safety habits
• When trained, carry out risk assessments and complete MG(F)16 and MG(F)215/01
• Manage and liaise with contractors and subcontractors to ensure service is delivered as specified. Carry out regular supplier reviews and document discussions and actions
• Ensure the service SLA & KPI is achieved on a period basis and complete a full and detailed periodic report
• Ensure you are fully aware of your responsibility via QHSE Policy
• Ensure all plant equipment is maintained and operational in line with PUWER, LOLAR and local policies
• Ensure that plant, equipment and PPE is checked, documented via pre-user check sheets, and replaced or repaired as necessary
• Investigate Health & Safety incidents/accidents and provide relevant report
• Maintain and update Asset Register
• Complete payroll processes accurately ensuring wage budgets are not exceeded

Manage finance:

• Control resources to achieve quality of service whilst keeping strict control of key operating budgets
• Responsibile for managing the Profit and Loss (P&L) account and attending monthly finance reviews to report on the financial performance of the site(s) during the reporting cycle with ROM and Finance Business Partner (FBP)
• Work with ROM to control expenditure and maximise income to achieve or exceed budgeted financial performance
• Work with ROM to drive out inefficiencies and generate savings and best value solutions

Manage People

• Recruit, lead and develop the team
• Recruit staff using company procedures. Maintain staff numbers required to deliver the service
• Induct new and transferred staff in line with MC(F)29, MC(F)083
• Regularly review the training and development needs of individuals, carry out appraisals in line with the MiReview process agreeing objectives and setting reasonable timelines, and reviewing on an ongoing basis throughout the year
• Provide on-site training and support for the team
• Prepare and implement work schedules and periodic plans
• Ensure all operations comply with all site rules and maintain highest standards of sately at all times
• Ensure smart appearance including the wearing of uniforms by all team members
• Maintain good team spirit and a motivated team
• Comply with all HR guidance and policies
• Recognise and reward team and individual achievements

Manage information

• Maintain:
• Site files
• Personnel files
• Training records
• A/L records
• All H&S Files
• Toolbox Talks in line with schedule
• Attend scheduled meetings to review the performance of contract
• Carry out regular Team Briefings with own staff

Manage Yourself

• Manage your time effectively, weekend working as required (24 hour service)
• Communication – co-operate with requests from clients and Mitie managers and respond to requests promptly, ensuring deadlines are met
• Attend appropriate training sessions
• Responsible for your own learning and development

Qualifications / Skills Required:

• Member of British Institute Facilities Management (MBIFM) desireable but not essential
• IOSH Managing Safely
• 5 years Management of People / Teams- large 24 hour teams
• 3 years customer relationship building skills
• Ability to manage change successfully
• Microsoft Office, Excel, and bespoke company programs – training will be provided
• Must have ‘Can do’ attitude, positive disposition, self-motivated and ability to motivate others

Person Specification

Demonstrable attributes:

• Excellent organisational, planning and time management skills
• Broad range of service skills, cleaning, property management/maintenance, waste management etc
• Strong customer/ client focused attitude
• Excellent interpersonal skills and the ability to build good working relationships
• Customer relationship and dispute management skills
• Good verbal and written communication skills
• Approachable for team members and client
• Proven analytical and problem solving skills
• Ability to use initiative, judgement and take decisions
• People Management, development and leadership skills
• Ability to work individually and as part of a team
• Demonstrable experience of managing to a budget

Working within the Mitie values and behaviours
Value
How we behave

Excel - We work with each other to achieve the best for our clients and our colleagues. We take pride in our roles and are committed to building great relationships with everyone we work with.

• We treat all colleagues with respect
• We challenge people when they don’t do the right thing
• We welcome advice from anyone that might improve what we do
• We are open and honest
• We think safety and always follow rules for safe working
• We work with each other to achieve the best for clients and for MITIE
• We share information to help colleagues succeed
• We build great relationships
• Our first response to requests will always be positive
• We look out for each other, never walking by unsafe actions or situations

Inspire - We support and encourage those around us to succeed at everything they do. We do good things for each other, the environment and the communities in which we work.

• We support and encourage each other to develop
• We lead by example
• We set clear expectations
• We listen to and learn from others
• We learn from mistakes and incidents to prevent recurrence
• We do good things for each other, the environment and the community
• We appreciate diversity and encourage it
• We demonstrate team spirit
• We are committed to doing things better and setting new standards in all that we do
• We take pride in what we do and have fun doing it
• We celebrate success and say thank you

Challenge - We give it everything we’ve got and constantly bring new ideas to the table. We embrace new thinking and technologies to help our clients and colleagues change the way they live and work.

• We bring new ideas to the way we do things
• We are willing to try new things
• We encourage and support innovation
• We consider things from other peoples’ points of view
• We embrace new thinking and technologies
• We build health & safety into everything we do

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 your divisional incident reporting system

Note
This job description is intended to give the post holder an appreciation of the role for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.

Additional Information

• Permanent
• Full time
• 40 hours per week
• 25 days annual leave plus Bank Holidays
• Monday to Friday – flexibility required; contactable in the event of emergencies; occasional evening/weekend work may be required

Job objectives and responsibilities

• To ensure each site is operated safely and efficiently to the required service standard
• To liaise with clients and control and monitor site operations
• Regular and recorded communication with clients, including period reviews
• Maintain and deliver excellent cleaning to be carried out during 24 hour operations
• Additional Works Orders outside specification is agreed with client, documented, actioned and costs recovered (AWO)
• Deliver innovation and through Mitie First, highlighting opportunities and converting for growth
• Clients’ complaints and concerns are investigated and rectified swiftly and action is recorded and communicated
• Achieve a positive safety culture on sites – zero RIDDORS
• Hazards and risks are assessed prior to work commencing and relevant RAMS are in place, signed by operatives
• Contracts are managed in line with specification
• Manage all services delivered to client, being escalation point of contact
• Ensure direct and indirect operations provide a quality service
• Compliant with policy and safe working environment for all Mitie employees
• Adequate materials and equipment on site
• Risk of accidents involving plant, equipment & PPE is assessed and reduced
• Accurate wage records are maintianed
• Progress against target is monitored per period, both financial P&L responsibilities & operational targets ensuring costs are in line with budgets
• Appropriate numbers and calibre of staff available
• Competent staff, able to cover services
• Training is delivered to meet the needs of staff and complies with Mitie safe systems and operations need

Excel - We work with each other to achieve the best for our clients and our colleagues. We take pride in our roles and are committed to building great relationships with everyone we work with.

• We treat all colleagues with respect
• We challenge people when they don’t do the right thing
• We welcome advice from anyone that might improve what we do
• We are open and honest
• We think safety and always follow rules for safe working
• We work with each other to achieve the best for clients and for MITIE
• We share information to help colleagues succeed
• We build great relationships
• Our first response to requests will always be positive
• We look out for each other, never walking by unsafe actions or situation

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 your divisional incident reporting syste