Soft Services Supervisor

at  Keolis

The purpose of this position is to develop, coordinate and manage the delivery of cleaning services (including service provider subcontractor performance) in line with the contract deliverables and delivery schedules. This includes the achievement of contractual and internal targets for quality, safety, operations, service reliability and achievement of customer service standards.

KEY SKILLS

• Able to foster good relations with colleagues and other departments and be a good team player.
• Flexibility, excellent attention to detail and ability to identify key issues.
• Able to work under stringent deadlines and high pressure environment to meet deadlines.
• IT skills with full working knowledge of MS Office programs.
• Excellent communication, customer service, leadership and organisational skills.
• Clear communication in English, both verbal and written.
• Computer literacy – Knowledge and use of MS Office Systems, particularly Excel.
• Superior customer service skills, Strong interpersonal skills.
• Issue resolution abilities and decision making abilities.
• Excellent understanding of cleaning processes and monitoring of these processes and adaptable to change.
• Continuous improvement mentality.
• Ability to work in a team as well as independently.
• Flexibility to work on a shift basis 5 from 7 days a week with other team members to ensure a continuous service 24/7.

EDUCATIONAL QUALIFCATION

• High School Diploma.
• Preferably with BICSc (British Institute of Cleaning Science) or equivalent.

• Ensure the delivery of essential site services demonstrating excellent service at all times.
• Monitor third party service provider staff levels as per Keolis-MHI’s contractual requirements.
• Ensure that all areas are adequately services to assure compliance with applicable Service Level Agreements (SLAs).
• Conduct self and joint audits with Service provider representatives, to an agreed timetable and take appropriate action wherever a shortfall in standards is identified.
• Assist in delivering a service which adheres international best practice (e.g. USGB LEED, JCI Accreditation, etc.) and UAE environmental regulations.
• Ensure specialist sub-contractors are compliant with Keolis-MHI’s Code of Conduct, and are
• Providing efficient service in line with SLAs.
• Ensure that all subcontractors comply with relevant policies and procedures.
• Ensure all record keeping and documentation is completed in a systematic and timely manner.
• Ensure that all staff complete their tasks to the standards determined in work schedules and to escalate any on-going issues to the Soft Services Manager where necessary.
• Conduct regular Health & Safety inspections and take corrective action where issues have been raised.
• Ensure that Health & Safety standards are maintained in the department and ensure effective implementation of Health & Safety Policies and Procedures.
• Conduct risk assessments as required in line with company procedure with the support of line manager where necessary.
• Develop safe work instructions where necessary.
• In the absence of the line manager, must communicate with the client as maybe required.
• Undertake any other duties as may be agreed between the line manager and the service providers.
• Ensure that all staff has access to the appropriate resources and equipment to carry out their role.
• Provide flexible cover for the Soft Services Manager when required.