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Job description / Role
The purpose of this position is to develop, coordinate, and manage the delivery of Cleaning Services (including service provider subcontractor performance) in line with the contract deliverables and delivery schedules. This includes the achievement of contractual and internal targets for quality, safety, operations, service reliability and achievement of customer service standards. The Senior Soft Services Supervisor will deputise for the Soft Services Manager in his or her absence.
Structure and reporting relationship
The Senior Soft Services Supervisor will ensure the delivery of the following essential site services: cleaning, glass and façade cleaning waste management and pest control. This will be achieved by managing the performance of the appointed service provider who deliver these services. The role will ultimately report to the Site Manager.
Key accountabilities
Customers
• Ensure the delivery of essential site services demonstrating excellent service at all times
• Monitor third party service provider staff levels as per Serco’s contractual requirements.
• Ensure that all areas are adequately staffed and that staff are proactively supervised in the undertaking of their duties.
• Conduct self and joint audits with Service provider representatives, to an agreed timetable and take appropriate action wherever a shortfall in standards is identified.
• Assist in delivering a service which respects UK/UAE environmental regulations e.g. by reducing chemicals used on site, introducing innovative solutions/ideas, promoting waste reduction/recycling campaigns etc.
Operational excellence
• Ensure specialist sub-contractors are compliant with Serco’s Code of Conduct, and are providing efficient service and value for money.
• Ensure that all subcontractors comply with relevant policies and procedures and in particular those that relate to cleaning and waste management.
• Ensure all record keeping and documentation is completed in a systematic and timely manner.
• Ensure that all staff complete their tasks to the standards determined in work schedules and to escalate any on-going issues to the Site Manager where necessary.
• Conduct regular Health & Safety inspections and take corrective action where issues have been raised.
• Ensure that Health & Safety standards are maintained in the department and ensure effective implementation of Health & Safety Policies and Procedures.
• Conduct risk assessments as requested, with the support of the Site Manager where necessary.
• Develop safe work instructions where these are deemed necessary.
• Liaise with the on-site General Duties Assistant and subcontractors to ensure a steady supply of consumables, supplies and other items.
• Undertake any other duties as may be agreed between the post holder and the Site Manager.
People & culture
• Ensure that all staff has access to the appropriate resources and equipment to carry out their role.
• Provide flexible cover for the Site Manager when required.
• Liaise with different teams to ensure the efficient running of the service and meet with the Site Manager where required to resolve initial problems and queries.
• Conduct job training and/or assessment of staff where this is appropriate and necessary to support the trainer.
• Monitor staff performance and, where necessary, coach less experienced members of the team to ensure standards are maintained.
• Support the Site Manager in the recruitment and selection process where required.
• Promote effective communication throughout the soft services department and hold regular staff meetings as required formally or informally by walking the floor communicating with staff.
• Attend regular meetings with other key Serco personnel on site including the Site Manager, Fleet Supervisor, Interpreter and General Duties Assistant.
• Monitor standards and suggest ways to improve to drive continuous improvement.
Requirements
• Recognised supervisory training or equivalent
• Knowledge of Cleaning Methods & working practices, Waste Disposal regulations and Health & Safety requirements
• Familiar with cleaning machines
• Knowledge of auditing systems and CAFM system
• Communication skills
• Customer Service skills
• Leadership skills
• Organisational skills?
• Minimum 3 years’ experience in similar role?
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.