Reporting to: Operations Manager
Place of Work: Site Based
Payrate: £14.50 per hour
Schedule: Mon - Fri, 06:00 - 14:00, 40 hrs weekly
We are seeking a highly motivated and experienced Service Support Manager to oversee cleaning operations across a portfolio of retail stores. This role is essential in maintaining high standards of cleanliness, compliance, and customer satisfaction throughout our sites. Key Responsibilities: – Provide hands-on support and supervision to cleaning teams across multiple retail locations – Conduct regular site visits to ensure quality, health & safety, and service delivery meet contractual standard

MAJOR ACCOUNTABILITIES

• To demonstrate the NIC values and lead by example at all times.
• Providing a key interface between on-site client (customer) and the contracted service providers on a day to day basis.
• Monitor and reporting of service level agreements and key performance indicators internal and external.
• Financial tracking and reporting to ensure all services are delivered within agreed budgets and service levels.
• Provide a continuous improvement review and development of initiatives to improve or rationalize services or process to achieve optimum performance and full customer engagement.
• Ownership and management of the departmental audits, statutory compliance plans to achieve and maintain legal status
• To develop and maintain the relationship with the customer to ensure their expectations are met whilst working within defined specifications.
• Manage the performance of staff in consultation with an appropriate HR representative, taking necessary actions to develop staff or improve performance

PEOPLE

Payroll
Ensure that you complete and submit payroll / holiday and sickness forms within the given timescales.
HR
Work with HR to effectively carry out disciplinaries and grievance hearings.
Effectively manage new starters ensuring their applications and correct identification is with Head Office within agreed timescales.
Monitor absence levels on sites and engage with HR to reduce any ongoing absence issues.
Work effectively with the Union Representatives on site where appropriate.
Training
Identify any training needs for supervisors and staff and feedback to senior managers and/or HR.
Liaise with head office on training requirements.
Complete appropriate training documentation and records.
Requirements:

Skills

• Ability to influence and gain commitment from the team and the customer to raise and sustain cleaning standards to the specification level.
• Able to drive cleaning standards with your team to a sustained high level of performance, whilst constantly seeking improvement
• Able to demonstrate customer focus and to have daily meetings with the customer.
• Effective communicator who can deliver messages and push back to the customer if required.
• High level of planning and organisational skills.
• Ability to demonstrate strong personal integrity and embed these values in your team.
• Ability to deliver and implement the company vales of: Original, Passionate, Active and Reputable
• Strong leadership style with a focus on supporting and developing employees through motivation and training.

Experience

• Proven experience of managing people.
• Experience within the cleaning and/or facilities industry.
• Proven track record of operating in a high pressure 24/7 DC or similar service industry Business

NIC is an equal opportunities employer and rely on diversity to deliver on our goals. We actively encourage applications from talented and qualified individuals regardless of race, gender, national origin, religion, sexual orientation, disability or age
Job Types: Full-time, Permanent
Pay: £14.50 per hour
Expected hours: 40 per week

Ability to commute/relocate:

• Norwich NR7 8AB: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person
Reference ID: 1883813

JOB PURPOSE

Responsibility for driving operational performance in a high-profile Site, delivering excellent service and demonstrating continuous improvement in service delivery, process & engagement with both colleagues & clients. The Cleaning Manager will act as a single point of contact for all Cleaning issues across the Site.

OTHER RESPONSIBILITIES:

• To have responsibility for the Health, Safety and Welfare of self and others and to comply at all times with the requirements of Health and Safety Regulations.
• To ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity.
• To comply with the requirements of the Data Protection Act.
• To comply with the company’s policies on equal opportunities.

Experience Requirements: Detail qualifications and experience needed to perform in the role

• FM experience across Soft Services
• Excellent written and verbal communication skills
• Previous experience of managing a team
• Sound knowledge of Health and Safety and COSHH legislatio