Assistant Services Manager
Please Note: The application deadline for this job has now passed.
Job Introduction
- Management of the cleaning,reception, security, hard services, postal and catering operations to ensure effective and efficient service delivery through compliance with legislation to Sodexo and contractual requirements including the delivery of defined budgets and profit margins
- To ensure that the standards of Cleaning, Hygiene and Postal measures are to the Company and Client standards as specified by the contract
- Maximise profitability for Sodexo and manage costs
- To assist the management with the day to day service of the unit
- To be the first point of contact for building occupants and stakeholders regards cleaning, mail and postal enquiries
- To report all faults an issues to the relevant service partner as directed by the site Workplace Manager
- To monitor, review and effectively manage thje team in delivering to the specification requirements as outline din the contract
- To have a full working knowledge of the building including all services and responsible for all all service delivery in the absence of the GSM.
Role Responsibility
Client Care
- To establish and build an effective working relationship with senior stakeholders and client staff acting as a central contact or ‘touch point’ for all areas of cleaning, housekeeping, catering, Technical services and postal service activities
- To oversee all aspects of cleaning, housekeeping, catering, Technical services and postal services provided to the client to ensure the Company’s reputation for service is enhanced with Client and Customers to the highest standard
- To act as an advocate for Sodexo and actively promote Sodexo as a 1st class provider for all services offered
- To oversee the delivery of an effective service management system with measures and SLAs
- Provide innovation proposals for client
- Undertake service audits, reviews and support management when required as a one-point contact
Customer Services
- Deal with all customer issues/queries that arise in a professional, courteous and timely manner to ensure Client associate satisfaction, liaising with onsite Service Providers, Helpdesk or Senior Management where necessary
- Where possible, personal contact is made to develop a positive relationship with key building users
- Demonstrate a knowledge of the building, contractual specification and KPI’s are achieved to the required standard of delivery
- Manage, oversee and ensure all line reports are conscious and aware of their requirement to customer service delivery, facilitating any issues as and when required
Team Work and Communication
- Focus on ensuring the team provide a “flagship” service for internal and external clients in the performance of their contracted duties
- To support the functioning of the team while running the operation to optimise service, anticipate issues and put in place robust contingency plans
- To ensure training is carried out in line with the company training policy to meet the needs and requirements of the individual and Sodexo
- To ensure that all employees are knowledgeable and motivated about their roles and the business through effective induction, accurate job descriptions and on the job training
- To formulate and review operational and procedural standards to meet and exceed the expectations of the client
- To oversee the operation of departments and review general performance with your team members ensuring they carry out their duties adhering to all prescribed rules and regulations and the Standard Operating Procedure Manual
- To oversee the service staffing levels, ensuring agreed levels are provided at scheduled times with the range of products and services available, enabling Sodexo to meet their obligations
- Ensure effective sickness and holiday, mobile staff are trained and scheduled in within the Holiday, - Absence Tracker
Security, Health and Safety
- Ensure that Health and Safety is given number one priority by delivery of all Safegard administration in advance of and during operations
- Lead where appropriate, and take part in management and employee briefings to deliver safety information to include;
- COSHH, Health and Safety, Fire Safety, First Aid and any statutory, client or venue specific safety requirements
- Respond promptly and provide support with any emergency/crisis situation within the building, acting as a support for the Workplace Manager and counterparts during the emergency/ crisis situation
- Be aware of all accidents/near miss incidents that occur in the area responsible in line with incident/ accident reporting procedure
General
- To ensure required standards are achieved at all times and always look at opportunities to further improve the existing standards of work
- To complete any other reasonable task requested by a customer or a member of management
- Establish and maintain good working relationships with wider team and senior stakeholders in the building
- Liaise with the other departments in a polite and efficient manner, to ensure that all issues and queries are communicated and met in order to provide a seamless customer experience
- Monitor customer feedback is sought, analysed and ensure results are communicated to team, with improvement action being taken where necessary
- Deal with all enquiries in a professional and courteous manner, in person, email and over telephone
- Ensure the asscoaite and public areas are tidy, clean and well maintained at all time, reporting any hazards, accidents and/or maintenance issues
- Being vigilant and report any security issues to Workplace Manager or as appropriate Client / Building Security
- Adhere to all building policies and procedures
- To comply with statutory and legal requirements for fire and health and safety regulations
- Assist in evacuation, in cases of emergency, acting as another point of contact for Sodexo
- Undertake any other reasonable task and to carry out specific projects requested by stakeholders
The Ideal Candidate
Essential
- Experienced in using Microsoft Office
- Previous experience in a commercial facilities environment
- Ability to interpret and utilise financial and commercial information
- Excellent interpersonal skills and ability to communicate effectively with customers, clients, and employees at all levels
- Excellent planning and organisational skills
- People management experience
- Manage multiple workloads and shifting priorities
- Achieve, set standards and operate to performance criteria; for example health and safety
- Positive approach to learning in role and identifying own training needs as appropriate
- Self-motivated and able to work on own initiative
- Work effectively as part of a team
- Proven experience of managing a diverse workforce within a service environment
- Please add/delete/amend for segment specifics
- Managing Safely qualification or training equivalent to IOSH
Desirable
- BIFM, NVQ qualification, or equivalent
- Previous experience of facilities management
- Experience of delivering training using company guidelines
- Experience of managing conflicting expectations of the client and consumer within one business area
About the Company
In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.
At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation.
We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.
We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.
