ABOUT THE COMPANY:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

QUALIFICATIONS AND EXPERIENCE:

Essential:

• Previous experience in a similar role
• Experience of operating within retail sector, understanding of retailer liaison
• Excellent communication skills
• Excellent customer service skills
• Proven track record of continuous improvement achievement
• Proven track record in delivering effective customer service whilst maintaining appropriate operating margins
• Evidence of “hands-on” operational experience and a track record of successful client relationship management
• Evidence of HR management skills, particularly in relation to organisational change
• Successful track record in developing a “customer focused” service culture
• Proven record of managing, motivating, developing and retaining a workforce
• Capable of innovative decision making and idea development
• Capable of thinking outside of the box
• Capable of motivating people to help develop new concepts / procedures
• Capable of communicating and selling new ideas / working conditions at all levels
• BICS qualified or equivalent
• Highly literate and numerate
• Good IT skills
• Understand budgets and basic accounts

ABOUT THE ROLE:

Shift Pattern: Predominantly Monday to Friday however, flexibility to complete at least one weekend per month.
To ensure the profitable, efficient and safe operation of the cleaning, security, customer service and car parking contract within Merseryway and Redrock Shopping Centre. To provide a quality and innovative environment to all members of the team, customers, internal clients and tenants in accordance with company procedures. To provide a quality service, through team work, innovation, best practices, and the highly motivated and appropriately trained operations team. Working with support staff who are committed to the ‘One Team’ ethos of the site and working environment to manage, retain and improve the current contract service delivery with the aim of developing the continuous improvement culture throughout the site. To ensure that the team is developed to meet succession planning needs and client requirements. To be flexible in your working patterns and work on a rotational basis alongside the Management Team (inclusive of duty management duties). To ensure all staff understand our goal of a creating a happy, contented fully synchronised team, striving to create as near as possible the perfect customer experience whilst in our shopping centre.

THIS ROLE WILL INCLUDE A VARIETY OF TASKS INCLUDING THE FOLLOWING BUT NOT LIMITED TO:

• Manage, co-ordinate and lead the cleaning, security and customer services team function optimising the use of the internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.
• The development, implementation and monitoring of service level agreements (SLA’s) and key performance indicators (KPI’s) including customer satisfaction and the development and use of benchmarking to enable continuous improvement and measurement against other organisations.
• To be responsible for developing and implementing robust processes and procedures to ensure that all operational activities are carried out in a structured, professional and client focused manner. The services provided will be monitored and reviewed to ensure added value is achieved.
• To ensure appropriate level of staff / operative retention through effective leadership, motivation and development.
• To ensure that a safe working environment is maintained through compliance with all company health and safety policies and procedures
• To ensure that appropriate staffing levels are maintained with the necessary skills and provide all necessary training and development to ensure their competence in their respective roles.
• To drive a one team ethos through the whole centre and ensure that all OCS staff are working together to enhance the ‘customer experience’ from the minute they enter the centre to the minute they leave.
• To participate fully in any activities, including opportunities for networking that raise the profile of OCS. Some activities being outside normal office hours.
• To keep up to date with developments in practices, techniques and products. Keep abreast of changes to legislation and amendments to approve codes of practice and introduce appropriate measures to ensure compliance and delivery of best practice.
• Overseeing the customer service team, maintaining and delivering high standards in line with the client’s business objectives
• Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
• Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements.
• Motivate staff to deliver a high quality experience to customers.
• Carry out any other reasonable instructions of the Management as directed.
• Regularly inspect all staff uniforms, monitor standards of cleanliness & replace as required
• Complete regularly ‘walk the walk’ audits & reporting back to line manager / OCS
• Produce monthly reports for the client, to fall in line with the KPI’s in place for security and customer services.
• Attend external meetings either with the client or on their behalf to local Service Partners, Police and local Business Forums as and when required.