Environmental Services Manager - Highcross Shopping Centre

Purpose of the Role

As the Environmental Services Manager (ESM) you will be responsible for all aspects of the Environmental Services department including Health & Safety, compliance, HR, finance & managing subcontractors and extensive staff leadership and management. You will ensure that exemplary standards of cleanliness both front and back of house across all areas of Highcross, including malls, car parks, external public realm are always achieved. You will lead and manage a large and diverse team, ensuring that the training and tools to deliver consistency across all areas is achieved. The ESM will be expected to positively contribute to the performance of the business and ensure excellent customer service is delivered by all members of the environmental team.

The role forms part of the duty management rota, working evenings and weekends on a rota basis.

Key Responsibilities

The role will include a variety of tasks including the following but not exhaustive:

• To manage the day to day running of the Environmental Services department within the centre and external areas including, waste, car parks, and malls.
• Focus the team on providing excellent customer service to all customers and retailers
• Ensure compliance with all internal procedures, site processes and external bodies including enforcement agencies and auditory bodies.
• Motivate and monitor the team to achieve the highest possible standards of service delivery
• Deliver a clean and attractive environment for customers, retailers and team members ensuring all malls, back of house areas, public realm and car parks are fit for purpose.

• Ensure daily quality audit checks are completed in line with agreed schedules
• Maintain regular contact with the central management team and manage issues efficiently and in a professional manner
• Ensure full and active participation in daily huddles and department briefings
• Communicate relevant and business critical information and objectives to the team
• Ensure effective management of stock in line with operational requirements
• Respond to retailer requests promptly, maintaining positive working relationships.
• Focus the team on providing excellent customer service to all customers and retailers
• Ensure compliance with all internal procedures, site processes and external bodies including enforcement agencies and auditory bodies
• Deliver the rota ensuring correct manning levels are maintained at all times
• Maintain staff attendance records in line with company procedures
• Motivate and monitor the team to achieve the highest possible standards of service delivery.
• Maintain standards of performance, discipline and welfare for the team in accordance with company policies
• To ensure all equipment/machinery is in good working order. To ensure any machine faults & repairs are resolved quickly
• Regularly monitor cleaning standards throughout the Front and Back of House areas ensuring the team proactively respond to all tasks as required.
• Ensure all work is carried out in a safe manner and in accordance with the relevant H&S regulations, quality assurance/environmental requirements across the centre
• Build relationships with external suppliers and contractors and monitor their performance against contracts and KPI’s
• Support the HR team with any locally related HR issues and assist with any HR administration as required, including performance reviews, performance management and absence reporting
• Undertake any other reasonable duties as required to meet the needs of the business

• Create reports for site and central management on Cleaning & Environmental services where applicable.

• Co-ordinate and assist in any emergency responses, i.e. evacuation, incident management.

Key Accountabilities

• Ensure that environmental standards are maintained in accordance with assignment instructions and SOPs
• Ensure periodic cleaning tasks are carried out as per the agreed schedule and areas inspected post completion.
• Take a positive approach to continuous improvement and innovation in all aspects of the role
• Ensure appropriate equipment is available for the cleaning team to carry out their role effectively.
• Budget Management

Staff Welfare and Development

• Identifying and implementing training and development programs and pursuing suitable training solutions.
• Complete regular performance reviews with all direct reports
• Identify those with potential to develop and be stretched. Ensure succession and PDPs are in place.
• Ensure that all colleagues are smart and well presented at all times in adherence to the company dress code

• Identify training needs and ensure accurate site records are maintained at all times
• To deliver excellent communication and motivation for all direct reports
• Ensure all new starters are inducted and trained in accordance to the contractual and statutory requirements
• Ensure Toolbox Talks are completed as per company policy

Additional Responsibilities:

• Attend any training and development courses as necessary.
• Adhere to all company policies and procedures.
• Undertake any other reasonable duties as required to meet the needs of the Centre.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

Essential

• Demonstrate experience of managing a large team.
• Confident decision maker
• Ability to use own initiative and innovate
• Strong customer focus
• Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.