Main Duties & Responsibilities of the Role:
Customer Liaison:
- To be the first point of contact for the management of OCS service delivery to clients.
- Demonstrate a responsive "can-do" attitude to the client, and end users.
- Provide regular progress reports and service updates to our supply chain partners.
- Responsibility for ensuring due compliance to the contract specification.
- Account management responsibility to develop contract operations.
- Provide reports for our client representative and OCS management teams on all aspects of service.
Quality of Service Delivery:
- Overall responsibility for quality performance on the contract with respect to Catering, Cleaning, Security, Portering and external suppliers which will include but is not limited to:
- Maintain and monitor agreed quality systems, ensuring preventative and remedial actions are taken where necessary as laid down in the contract specification.
- By daily personal inspection, ensure that the scope of contract is being correctly delivered and that service standards are maintained and improved, taking remedial action where necessary.
- Manage and motivate the teams and ad hoc contractors to provide a quality, customer friendly service at all times, in line with the partnering ethos/culture.
- Ensure that the work schedules are regularly reviewed to ensure best value for money and efficient delivery of services to our client requirements.
- Monitor and report on financial performance & quality of service delivery.
- Monitor customer feedback and respond to customer comments.
- Monitor staffing levels to ensure adequate cover whilst maximising profitability.
- Monitor productivity levels to ensure best value and compliance with the contract specification.
Personnel Management and administration
- To ensure that the OCS image is reflected positively through staff appearance and demeanour.
- Communicate regularly with staff through formal and informal channels to ensure that there is a free flow of ideas and that morale remains high.
- Ensure that accurate records of staff attendance are maintained and check that all wages are paid in accordance with OCS procedures and policies.
- Maintain staffing levels in accordance with contract requirements.
- Direct activities of all reports, ensuring that they are properly trained to fully perform their duties and responsibilities
- Carry out staff & supplier appraisals in accordance with OCS policies.
- Ensure Personnel Files are kept up to date and that at all time employees are adhering to Company Policy & Procedure
- Maintain and meet the contract training and development plan for all staff employed on the contract
- Ensure that the most economic resource is used to match the level/ type of skills required to do the job and optimise team flexibility, and multi-skilling
- Ensure company philosophy of six 'C's' is cascaded and adopted by team
- Ensure legal, company and contractual obligations are fulfilled in relation to all employee relations matters such as disciplinary, grievance, sickness absence, maternity & paternity leave
Finance:
- Take responsibility for cost control of the Catering, Cleaning, Security, Portering and external suppliers and promote methods to maximise profitability & reduce costs without compromising Health & Safety, service or quality.
- Ensure that working practices on the contract are reviewed regularly by utilisation of most efficient working methods, minimising cost, to ensure that OCS maintains a nil cost service.
- Ensure the contract is reviewed regularly or in accordance with contract terms in line with agreed procedures, maintain accurate records of reviews.
- Evaluate all proposals for project works or capital expenditure and make informed recommendations to management ensuring industry best practise is applied and value for money has been incorporated within the recommendation.
- When seeking one off services/ supplies, seek competitive quotes, utilising central OCS Procurement resource when appropriate.
- Analyse quotes and submit recommendation to management with supporting evidence. Identification of innovation and cost improvement throughout the account and the contract term.
- Ensure best purchasing practise using the companies nominated suppliers.
- Ensure all labour, sundry and overhead costs are managed to within budget.
About You:
- A Level, further higher education or equivalent.
- NEBOSH/IOSH Certificate
- Advanced Food Hygiene qualification
- Appropriate trade qualifications and recognition
- SIA licence
- IT Literate, MS Office/competent in the use of Excel, Power point
- Proven background in delivering a range of Catering, Cleaning and Security/Hotel Services would be a pre-requisite.
- Ability to interpret contract documentation
- Ability to translate formal documentation into working specifications
- Business development, retention and championing new and up to date initiatives are keys to success in this role.
- Demonstrable track record of excellent client relationship management and customer-facing/partnering skills
- Must have experience of full budgetary control to include complex fixed price or nil subsidy contracts.
- Excellent personnel, motivational and team building skills. Leader not just a manager -high visibility with integrity and strong ethical values
- Focused and Performance Driven
- An autonomous self starter, self motivated and well disciplined
- An analytical approach to problem solving and decision making
- Customer focused with the ability to develop relationships quickly and good at net working
- Demonstrates a proactive response when dealing with customers
- Ability to prioritise and manage workload in a front line, sometimes reactive environment
- Willingness to develop long term relationships with our clients and other stakeholders
- Desire for personal development through CPD, BIFM etc