Duty Manager

at  Mitie Group plc

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.
Duty Manager - Nights (6pm to 6am)
Contract Type: Permanent
Type of employment: Full Time
Hours: 42 hours per week (Average)
Shift Pattern: 4 days on 4 days off
Location: Manchester Airport, Manchester, Greater Manchester, England, M90 1QX
Job purpose
The Airport Services Duty Manager is responsible for proactively leading the frontline team to deliver a high quality, proactive service on behalf of Mitie Ltd to the Manchester Airport Group.
Frontline management lead for the delivery of the soft Facility Management services provision to MAG, together with the co-ordination of environmental, health and safety and emergency/disaster planning policies and procedures, whilst ensuring performance targets are met.
Working closely with the Terminal Appearance Manager (TAM) to manage frontline colleagues displaying strong leadership and management skills with an ability to demonstrate, train and mentor others to achieve consistent customer service to the required standards and expectations of Mitie.
Duty Managers must be flexible in work times to meet the needs of the business and that of our client. Must possess excellent communication skills and be comfortable liaising with a range of colleagues, airport staff, passengers and suppliers. Must be able to work on own initiative to deliver a number of competing business priorities and self-organised to ensure all contractual, health and safety and operational obligations are effectively covered on a regular basis. To demonstrate a ‘Clean & Go’ attitude. Must also have good written skills and able to use Microsoft packages such as word/excel to write basic correspondence and devise spreadsheets.

Responsibilities

• Manage the overall day-to-day taskings of all Soft Services staff.
• Regularly monitor and manage individual schedules and task cards to ensure that individual tasks consistently match specific contractual agreements.
• Daily monitoring of standards of cleans and taking up any issues with appropriate staff.
• DM will have responsibility for daily shift briefings, handover briefs, assessing and implementing training sessions in liaison with TAM and ensuring that a personal development programme is applied to every operative and regularly monitored to gauge ongoing effectiveness.
• Attend Induction Days as and when required to give an overview of the Airport Assistant Services role.
• Undertaking stock control duties and allocating stock to correct areas according to requirements.
• Dealing with basic payroll matters including organisation of overtime submissions on a weekly basis.
• Contribute towards several cleaning audits and completing weekly soft services reports to be sent to TAM and Head of Operations each week.
• Responsible for overseeing the timely and correct completion of action plans from any audit failures from the previous days and submitting to TAM as directed.
• Arranging staff rota and management of staff absence cover.
• Able to use general working knowledge of Workplace Management, Health & Safety, COSHH (Control of Substances Hazardous to Health) and sustainability policy to enhance cleaning practises.
• Train teams in the use of machinery and core skills by being a qualified Train the Trainer.
• Hold regular meetings with staff to review operations and make recommendations on how services can be improved.
• Must be present on the Terminal at least 75% of the allocated shift to identify areas of concern with improvements carried out whilst on duty.
• Observing Feedback now performance throughout shift and reacting to negative feedback.
• To ensure that equipment is being operated when staffing levels are correct throughout the shift.
• Be a champion of Livesafe and all matters relating to Health and Safety whilst on Duty.
• Monitoring staff/behaviour and ensuring Uniform and Grooming standards are met.
• Ensuring tasks are carried out in line with contract commitments but not forgetting the clean & go effect.
• To deliver the ‘Journey Makers’ experience to all persons using the Airport and its footprint.

Essential Skills Required

• Possess proficient understanding of the English language, verbal and written communication skills.
• Have a working knowledge of Microsoft Word and Excel and preferably have a working knowledge of requested work order systems.
• With the TAM and Operations Manager, be able to maintain a consistent and satisfactory standard of cleaning in conformity with specified tasks as detailed and outlined according to Core Skills and BICSc training specifications.
• Have a general working knowledge of Health & Safety, COSSH and sustainability.
• A can-do attitude is essential as well as a professional approach.
• Be pro-active, reliable and trustworthy to carry out a full range of responsibilities on your own initiative.
• Ability to work positively and robustly with all team members and escalate to TAM to raise issues and take further action in accordance with company policy if required.
• Positive attitude and to challenge the norm, delivering the excellence.
• Strong Management skills, HR, people management, challenge poor behaviour and praise good.
• Proficient in IT Skills.

• Manage the overall day-to-day taskings of all Soft Services staff.
• Regularly monitor and manage individual schedules and task cards to ensure that individual tasks consistently match specific contractual agreements.
• Daily monitoring of standards of cleans and taking up any issues with appropriate staff.
• DM will have responsibility for daily shift briefings, handover briefs, assessing and implementing training sessions in liaison with TAM and ensuring that a personal development programme is applied to every operative and regularly monitored to gauge ongoing effectiveness.
• Attend Induction Days as and when required to give an overview of the Airport Assistant Services role.
• Undertaking stock control duties and allocating stock to correct areas according to requirements.
• Dealing with basic payroll matters including organisation of overtime submissions on a weekly basis.
• Contribute towards several cleaning audits and completing weekly soft services reports to be sent to TAM and Head of Operations each week.
• Responsible for overseeing the timely and correct completion of action plans from any audit failures from the previous days and submitting to TAM as directed.
• Arranging staff rota and management of staff absence cover.
• Able to use general working knowledge of Workplace Management, Health & Safety, COSHH (Control of Substances Hazardous to Health) and sustainability policy to enhance cleaning practises.
• Train teams in the use of machinery and core skills by being a qualified Train the Trainer.
• Hold regular meetings with staff to review operations and make recommendations on how services can be improved.
• Must be present on the Terminal at least 75% of the allocated shift to identify areas of concern with improvements carried out whilst on duty.
• Observing Feedback now performance throughout shift and reacting to negative feedback.
• To ensure that equipment is being operated when staffing levels are correct throughout the shift.
• Be a champion of Livesafe and all matters relating to Health and Safety whilst on Duty.
• Monitoring staff/behaviour and ensuring Uniform and Grooming standards are met.
• Ensuring tasks are carried out in line with contract commitments but not forgetting the clean & go effect.
• To deliver the ‘Journey Makers’ experience to all persons using the Airport and its footprint