About The Role
Purpose of the Role: To support the Dual Service Manager and ensure the smooth running of the site in their absence. Ensuring all security and cleaning staff are performing to the satisfaction of the Client. To assist, provide leadership, support, direction and guidance to the OCS day and night teams, with a strong and positive stance to the delivery of excellent and appropriate customer service.
You will be working on a variable shift rota, 3 earlies 07:00 to 16:00, 3 lates 15:00 to 00:00 and 3 offs, 44 hours per week, on a permanent, full-time basis.
Duties and Responsibilities:
- Assisting in driving service excellence standard throughout the team
- Carrying out patrol of the grounds of the shopping centre
- Ensuring the smooth running of the contract in the DSMs absence and ensuring any issues are raised accordingly
- Monitor and evaluate the performance of the team to ensure the required standards of delivery are met
- Maintaining effective and accurate communication
- Ensure cleaning equipment checklists are being carried out
- Maintaining a high standard of customer service delivery
- Following and understanding of OCS's policies and procedures
- Ensuring Daily Report is complete/sent out each morning
- Responsible for creating a comprehensive training plan for new starters but also periodically identifying areas for new training or skill checks on existing staff
- Provide encouragement to team members, including communicating team goals
- Supporting performance reviews to keep team in line with contractual duties
- Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
- Carry out any other reasonable request of the Client, Regional Manager or Senior Management Team
Requirements:
- Valid SIA licences
- IOSH qualification
- High levels of customer care
- Good command in English both written and spoken
- Prior experience in working in a similar role
- Prior working knowledge of COSHH and RIDDOR
- Use of Microsoft word and Excel and confident in IT
- First Aid at work
- Customer Service Training I.e. World Host or similar course or qualification
- Experience in a cleaning role
- Highly developed influencing and relationship management skills
- Ability to act decisively and remain calm under pressure
- Effective networker and relationship developer, who can contribute to a team based
- Ability to champion, support and deliver business initiatives
- Report writing / presentation skills
- Ability to work unsupervised and take responsibility
About The Company
OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.