Purpose of the Role: Responsible for the day-to-day cleaning & security responsibilities for a retail park ensuring that the cleaning specifications are adhered to. Delivering outstanding customer services to all visitors to the site. Ensuring all security and cleaning staff are performing to the satisfaction of the Client. Implementing appropriate training and development of staff, delivery of site responsibilities in accordance with the Assignment Instructions, fulfilment of all contracted hours/ duties, proactive and reactive support to 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 2-week rotating shift pattern including one weekend, 08:00 to 17:00, 40 hours per week, on a permanent, full-time basis.
Duties and Responsibilities:
1. Driving service excellence standard throughout the team
2. Continually monitoring and evaluating the performance of the team to ensure the required standards of delivery are met
3. Carrying out patrol of the grounds of the retail park
4. Building and maintaining a professional relationship with all internal & external customers
5. Ensure staffing levels are kept in line with the contractual agreement, recruiting as required
6. Maintaining effective and accurate communication
7. Ensure that OCS’s and the centre’s Health and Safety Policy is met, maintained and regularly reviewed in line with the needs of the business and any legislative change
8. Ensure equipment is maintained and regularly inspected
9. The ordering of stock and uniform for the site within budgetary and contractual constraints
10. Maintain management information for the Regional Manager in relation to KPIs/SLA’s
11. Control and maintenance of detailed information including rotas, hours, budgets, training, absenteeism
12. Maintaining a high standard of customer service delivery
13. Carrying out performance reviews to keep team in line with contractual duties
14. Following and understanding of OCSs policies and procedures
15. Carry out any other reasonable request of the Client, Regional Manager or Senior Management Team
Requirements:
16. Valid SIA licences
17. IOSH qualification
18. First Aid at work
19. Customer Service Training I.e. World Host or similar course or qualification
20. High levels of customer care
21. Good command in English both written and spoken
22. Prior working knowledge of COSHH and RIDDOR
23. Use of Microsoft word and Excel and confident in IT
24. Prior experience in working in Soft Service role on a high footfall environment
25. Highly developed influencing and relationship management skills
26. Ability to act decisively and remain calm under pressure
27. Effective networker and relationship developer, who can contribute to a team based
28. Ability to champion, support and deliver business initiatives
29. Report writing / presentation skills
30. Ability to work unsupervised and take responsibility