About The Role:
Shift Pattern: Monday to Friday
People
- Lead with positivity to foster an engaged, collaborative, high-performing team culture focused on delivering exceptional customer experience and value.
- Be a hands-on leader who actively engages with the team and customers, spending time on the ground to understand challenges, provide real-time support, and model best practices.
- Coach, mentor, and empower team members to take ownership of decisions and performance outcomes. Conduct regular performance reviews, setting clear goals and development plans while addressing performance issues promptly and constructively.
- Ensure effective succession planning, training, and professional development of all team members.
- Recruit, develop, and retain top talent to ensure the team’s capability aligns with current and future business needs.
- Ensure the team adhere to company policies and procedures while cultivating a positive, inclusive, and accountable working environment.
Stakeholder Management & Collaboration
- Translate stakeholder needs and feedback into actionable plans, ensuring that business and operational strategies remain aligned with customer priorities
- Manage stakeholder expectations through effective communication, clear reporting, and timely delivery of agreed outcomes
- Develop and maintain strong, trust-based relationships with internal and external stakeholders to promote transparency, partnership, and mutual accountability
- Work closely with key stakeholders, including colleagues, property management, and the customer to support continuous improvement and alignment with joint organisational objectives
- Drive collaboration and alignment between teams across the customer portfolio, ensuring that service delivery is consistent across destinations.
- Be part of the on-call team to support escalations of major incidents out of hours
Quality
- Actively assess current processes and procedures to identify gaps and opportunities for improvement.
- Share best practice with colleagues to create an improvement in general management whilst ensuring alignment across the portfolio
- Act as a point of escalation for the customer and other stakeholder groups, ensuring the matter is dealt with promptly by driving effective action and communication
- Monitor and evaluate service performance against agreed KPIs and SLAs, identifying trends and initiating corrective actions where necessary
- Drive a culture of continuous improvement by encouraging innovation, accountability, and data-driven decision-making
- Ensure documentation, processes, and procedures are regularly reviewed, updated, and communicated to maintain operational excellence
- Proactively identify and mitigate risks that could impact service quality, customer satisfaction, or compliance standard
QHSE and Compliance
- Ensure timely and effective delivery of critical and secondary compliance in line with KPIs and statutory requirements
- Ensure accurate and up-to-date documentation, records, and evidence to support audit readiness and demonstrate compliance
- Maintain audit readiness by leading regular audits, inspections, and reviews to ensure adherence to QHSE policies and areas for improvement
- Ensure alignment with ISO standards and other relevant frameworks, contributing to certification and assurance activities
- Drive a positive health and safety culture, challenging unsafe working practices and proactively highlighting opportunities to improve safety of colleagues, service partners, our customer and members of the public
- Drive sustainability initiatives across operations, supporting environmental goals and aligning with corporate and customer sustainability objectives
Customer Experience
- Use customer feedback, survey data, and performance insights to inform quality improvement initiatives and enhance the overall customer experience
- Champion the voice of the customer within internal teams, ensuring decisions and initiatives align with customer needs and values
- Monitor service touchpoints to ensure consistency, professionalism, and alignment with brand and service standards
- Ensure timely and meaningful communication with customers
Finance & Commercial
- Ensure timely submission and completion of key financial reports and processes including budgets and reconciliations
- Ensure all financial activities adhere to governance, audit, and contractual requirements
- Proactively manage spend in collaboration with property management to ensure we deliver value for money to the customer
- Support commercial decision-making by providing accurate financial data, forecasts, and variance analysis
- Identify cost-saving opportunities and efficiency gains without compromising service quality or compliance
- Assist in the preparation of business cases and proposals to support investment, renewal, or improvement initiatives
- Contribute to the development of commercial strategies that balance customer value, sustainability, and long-term partnership growth
Please note: This job description outlines the key responsibilities and duties but is not exhaustive. The postholder will be expected to undertake any other reasonable tasks or management requests as required to support the business.
Experience & Knowledge
- Proven experience in a leadership or management role within a customer-focused, operational, or facilities environment.
- Strong track record of managing multi-site or portfolio-based operations, ensuring consistency and excellence across locations.
- Demonstrated success in stakeholder management and partnership building, with experience working closely with customers and cross-functional teams.
- Sound understanding of service delivery frameworks, performance management, and continuous improvement principles.
- Experience in financial management, including budgeting, forecasting, and commercial analysis.
- Familiarity with governance, compliance, and risk management processes within a service delivery or property-related context.
- Understanding of how customer insights and feedback can drive innovation, operational improvement, and customer satisfaction.
Skills & Competencies
- Inspiring and inclusive leader with the ability to motivate, coach, and develop high-performing teams.
- Excellent communication and interpersonal skills, capable of influencing and negotiating effectively with internal and external stakeholders at all levels.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Highly organised and adaptable, able to balance strategic priorities with hands-on operational needs.
- Commercially astute, with a clear understanding of value for money, cost control, and long-term partnership growth.
- Skilled in managing performance against KPIs and SLAs, with a focus on measurable outcomes and accountability.
- Confident in using digital tools, reporting systems, and Microsoft Office applications to manage performance, analyse data, and communicate insights effectively
Personal Attributes
- Customer-centric mindset with a passion for delivering outstanding experiences and building long-term relationships.
- Positive, proactive, and solution-oriented - able to remain composed and constructive under pressure.
- Collaborative and approachable, fostering a culture of openness, trust, and shared success.
- Demonstrates integrity, professionalism, and accountability in all interactions.
- Embraces change and continuous improvement, with a commitment to learning and innovation.
About The Company:
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values -
Trust, Respect, Unity, and Empowerment.
Why Work for OCS?
✅ Award-Winning Employer : Ranked 36th on Glassdoor’s Best Companies to Work For 2025 - we value and motivate our people.
🚀 Digital Learning : The OCS Academy offers digital courses and resources to help you build skills and grow your career.
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Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
📝 Professional Growth : 600+ live learners across UK&I - Empowering colleagues with further development and qualifications!
💰 Flexible Pay : Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)
How to Apply:
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
