About the Role
The purpose of this position is to develop, coordinate, and manage the delivery of cleaning services, including monitoring service provider subcontractor performance, in accordance with contract deliverables and schedules. This role focuses on achieving contractual and internal targets for quality, safety, operations, service reliability, and customer service standards.
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Main Responsibilities
- Ensure the delivery of essential site services while demonstrating excellent service at all times.
- Monitor third-party service provider staff levels per contractual requirements.
- Ensure compliance with applicable Service Level Agreements (SLAs) by adequately servicing all areas.
- Conduct self and joint audits with service provider representatives on an agreed timetable and take appropriate action wherever a shortfall in standards is identified.
- Assist in delivering a service that adheres to international best practices (e.g., USGB LEED, JCI Accreditation) and UAE environmental regulations.
- Ensure specialist subcontractors comply with the Code of Conduct and provide efficient service in line with SLAs.
- Verify that all subcontractors comply with relevant policies and procedures.
- Complete all record keeping and documentation systematically and in a timely manner.
- Ensure staff complete their tasks to the standards set in work schedules and escalate ongoing issues to the Soft Services Manager when necessary.
- Conduct regular Health & Safety inspections and take corrective action where issues have been raised.
- Maintain Health & Safety standards in the department and ensure effective implementation of Health & Safety Policies and Procedures.
- Conduct risk assessments as required in line with company procedures with support from a line manager when necessary.
- Develop safe work instructions where necessary.
- In the absence of the line manager, communicate with the client as required.
- Undertake any other duties agreed upon between the line manager and service providers.
- Ensure that all staff has access to the appropriate resources and equipment to carry out their roles.
- Provide flexible cover for the Soft Services Manager when required.
Key Skills
- Ability to foster good relations with colleagues and other departments while being a good team player.
- Flexibility, excellent attention to detail, and ability to identify key issues.
- Capable of working under stringent deadlines and in a high-pressure environment to meet deadlines.
- Proficient IT skills with full working knowledge of MS Office programs.
- Excellent communication, customer service, leadership, and organizational skills.
- Clear communication in English, both verbal and written.
- Computer literacy, particularly knowledge and use of MS Office Systems, especially Excel.
- Superior customer service skills and strong interpersonal skills.
- Effective issue-resolution abilities and decision-making skills.
- Excellent understanding of cleaning processes and monitoring, adaptable to change.
- Continuous improvement mindset.
- 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 continuous service 24/7.
Experience
- Minimum of 3 years of experience in a similar role.
- Minimum of 5 years of experience within a soft services department in a facilities management environment.
Educational Qualification
- High School Diploma.
- Preferably certified by BICSc (British Institute of Cleaning Science) or equivalent.
