Cleaning Manager

Reports to: Contract Manager 

Location: Plymouth Drake Circus estate

Salary: Competitive, up to £30,000.00 plus £1,000 bonus related

Employment Status: Full Time

Purpose and description of the Role: 
Reporting to the Contract Manager to ensure that the House-keeping team are managed within the contractual obligations and are always performing to the required levels of quality and service. All work is carried out in full compliance with all Health, Safety & Environmental regulations. To lead the cleaning teams to efficiently deliver a world leading cleaning standard, whilst driving a culture of continuous improvement and thereby ensuring the best value for money. To foster a true partnership philosophy with both the management and team members.

To undertake, on a rotational basis, the role of estate Duty Manager, ensuring coverage during operating hours.

Provide leadership and direction, to assure that the company standards and policies are always upheld.

A list of Key Competencies/Experience required:

  • Responsible for all day to day aspects relating to the management of the Housekeeping team to the agreed performance level, delivering the service to exceed expectations.
  • Deliver an exceptional customer service experience across the whole team and estate.
  • Managing, training, disciplining and mentoring the onsite facilities team servicing carparks, back of house and public areas.
  • Lead and educate, influence and drive the needs of Drake Circus into practical day to day team decision making.
  • Fully engage with and manage existing security partners and suppliers ensuring they conform to the core values and culture of Drake Circus.
  • Liaise with the Contract Manager in producing and managing the site budget.
  • Manage department related costs and spending against budget and forecast.
  • Review supplier contract agreements, commercial terms and conditions along with carrying out a quarterly KPI of all suppliers and addressing identified issues.
  • Ensure compliance with Health & Safety legislation. Advise the management team on the most efficient use of resources and on the acquisition of further equipment, procedures and training if necessary.
  • Regular facilities update meetings with both the management and staff.
  • Develop effective relationships to ensure satisfaction with service delivery.
  • To assist in the development of business initiatives including contract renewal strategy, contract management plans and customer improvement plans.
  • To lead excellent communications throughout the contract and to champion the motivation for all staff. Being prepared to undertake any such duties, which may be necessary to ensure the successful operation of the contract and the good name of the Company.
  • Bring innovation through new initiatives, based on analysis of existing data (for example performance against KPIs and guest feedback) to the service delivery through constant review and against best in industry.
  • Focus on the personal contribution you and your team can make to the success of Drake Circus in delivering a safe, secure and memorable guest experience to our key stakeholders.
  • Updating and collating information for reporting via KPI dashboard.
  • To ensure all work is carried out in a safe, proper and thorough manner in line with Health and safety legislation, Incentive FM policies and procedures, risk assessments and method statements.
  • Maintain confidentiality in all aspects of client and employee information.
  • To lead, manage and develop an effective team including performance, delivery, scheduling, monitoring, reporting, selection and training.
  • Ensuring all operational objectives are delivered on time and in accordance with the requirements of the business.

Work always to our company values:

  • Integrity: We think it's important to treat everyone courteously, professionally and with respect - and to bring a straightforward, open and honest approach to everything we do.
  • Performance:  We want to be the best at what we do.  We want to perform at the highest level for our customers and to deliver exceptional value to our stakeholders. 
  • People:  Good people are the bedrock of our business.  We are committed to attracting and developing the best people we can and dedicated to providing them with stimulating and rewarding jobs and careers.
  • Innovation:  We actively look for better ways of doing things in order to improve the value we deliver to our customers and the performance of our business.

Any other reasonable duties as requested by your line manager

  • N.B. Core tasks are as above, although this list is not exhaustive.

If your qualifications, experience and aspirations match our requirements, please email a covering letter and CV to: 

Rikki McMachan
Contracts Manager
Drake Circus, Plymouth

Person Specification

Qualifications & Experience




BICSc or similar cleaning related training


Relevant H&S Qualification (IOSH, NEBOSH, NCRQ etc).



  • Significant experience of working within a customer facing environment.
  • Experience of working and building partnerships.
  • Minimum 2 years’ experience at Management level.
  • Extensive experience of cleaning and waste management, preferably within the retail environment.
  • Articulate and can communicate effectively at all levels.
  • Organised individual who can demonstrate a record of planning and managing workflows.
  • The ability to be agile and flexible to meet the needs and demands of the role and business.
  • Excellent time management, organisation and focus on ability to prioritise and multitask with clear ability to focus on detail.
  • Knowledge of Health and Safety policies and procedures.
  • Excellent communication and interpersonal skills.
  • Experience of contractor management, ideally including pest control and hygiene services.
  • Must be able to work on own initiative with a proactive and flexible attitude.
  • Must have a smart appearance.
  • Competent industry knowledge


  • Strategic Management experience
  • Continuous Improvement experience and knowledge
  • Experience of reviewing practices and processes and implementing change.
  • Strong commercial awareness.
  • Understanding of ‘business risks’ associated within the sector.
  • Experience of delivering training.
  • Prepared to continuously improve our solutions to ensure that we meet and exceed our KPI and SLA targets.
  • Significant experience of managing financial processes.




Skills & Abilities (Competencies)

  • You will be able to demonstrate the skills and experience to develop key policies and procedures in line with the required standards.
  • You will possess a detailed understanding of operational matters and will require a broad appreciation of service delivery to all key stakeholders.
  • You will be able to demonstrate either an established influencing network within the retail sector or at least a comparable network in another commercial environment.
  • Understanding or experience with physical systems and technology utilised at major facilities, cleaning and incident response.
  • To succeed in this role, you will need to have a well-balanced risk management approach and a willingness to challenge accepted cleaning methodologies.
  • The ability to foster a collaborative stakeholder approach to achieve goals in a manner consistent with the necessary initiatives and standards.
  • Your resourcefulness and ability to efficiently manage and complete multiple tasks simultaneously is key to this role.
  • Effective communicator – orally and in writing.
  • Able to write concise, accurate and high-quality reports.
  • Highly level of computer literacy, able to use Microsoft packages (specifically Microsoft Word, Excel and PowerPoint).
  • Highly motivated.

Additional Comments

  • Drake Circus is a busy and dynamic environment so the successful candidate will need to be able to adapt and retain focus whilst prioritising to meet deadlines. Flexible approach to working hours in order to meet deadlines and support business needs.
Vacancy closes
Saturday, August 1, 2020

How to apply

If your qualifications, experience and aspirations match our requirements, please email a covering letter and CV to Rikki McMachan, Contracts Manager: