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:
1. Assisting in driving service excellence standard throughout the team
2. Carrying out patrol of the grounds of the shopping centre
3. Ensuring the smooth running of the contract in the DSMs absence and ensuring any issues are raised accordingly
4. Monitor and evaluate the performance of the team to ensure the required standards of delivery are met
5. Maintaining effective and accurate communication
6. Ensure cleaning equipment checklists are being carried out
7. Maintaining a high standard of customer service delivery
8. Following and understanding of OCS’s policies and procedures
9. Ensuring Daily Report is complete/sent out each morning
10. Responsible for creating a comprehensive training plan for new starters but also periodically identifying areas for new training or skill checks on existing staff
11. Provide encouragement to team members, including communicating team goals
12. Supporting performance reviews to keep team in line with contractual duties
13. Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
14. Carry out any other reasonable request of the Client, Regional Manager or Senior Management Team
Requirements:
15. Valid SIA licences
16. IOSH qualification
17. High levels of customer care
18. Good command in English both written and spoken
19. Prior experience in working in a similar role
20. Prior working knowledge of COSHH and RIDDOR
21. Use of Microsoft word and Excel and confident in IT
22. First Aid at work
23. Customer Service Training I.e. World Host or similar course or qualification
24. Experience in a cleaning role
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