Operations Manager

Operations Manager

Reports to: Regional Operation manager

Location: UK Luxury Retail Stores & Corporate Office

Department: Operations

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1. Role Purpose

The Manager ensures exceptional cleaning standards across premium retail locations and office sites. They oversee daily operations, lead cleaning teams, maintain client satisfaction, and ensure compliance with contractual, operational, and health & safety requirements. This role acts as the key liaison between clients, cleaning operatives, and the company’s management team.

2. Key Responsibilities

Operational Leadership

· Supervise daily cleaning activities and ensure delivery of luxury-level standards.

· Prepare and manage rota planning and the Schedule Calendar.

· Manage attendance, punctuality, and timesheets through Timegate.

· Ensure accurate Work Bill reporting weekly.

· Periodic schedules per site up to date and adhere to.

· Authorise and record staff Holidays within CMS & CMS Holiday systems.

· Manage all stages of HR cases.

· Arrange Cover Shifts to maintain full service delivery.

· Conduct routine Site Audits with photographic and documented evidence.

· Ensure Wage Stream, Paysheet, and Payslip queries are resolved promptly.

· Manage supply levels and complete Supplier Orders as required.

· Coordinate waste management pickups: First Mile coordinate and manage our suppliers for each relevant stores to include pest control, waste management, fem hygiene services etc

· Monitor and maintain stores' consumables, machinery, and stock levels.

· Maintain Contract Budgets ensuring weekly hours remain within client-agreed allocations.

· Provide Area Support across additional sites where needed.

· Provide training and coaching to the area supervisors.

Client & Stakeholder Communication.

· Act as the primary site contact for clients, responding quickly to any concerns.

· Provide regular updates and ensure strong professional relationships.

· Manage escalations, operational issues, and necessary corrective actions.

Compliance, Health & Safety

· Complete all site-specific H&S Reporting, ensuring incident logs are up to date.

· Ensure team compliance with COSHH, risk assessments, and method statements.

· Ensure operatives follow security procedures and premium brand standards.

· Maintain accurate documentation within the CMS platform.

· Conduct regular toolbox talks and refresher trainings

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Required Experience & Competencies

· Previous experience as Cleaning Manager or Supervisor (preferably luxury retail or corporate).

· Strong client-facing and communication skills.

· Skilled in using operational systems (CMS, Timegate, employer portals).

· Ability to manage teams, rotas, and under performance effectively.

· Excellent time management and problem-solving skills.

· High attention to detail and commitment to luxury service delivery.

· High level of proficiency in both written and verbal English communication.

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Additional Expectations

· Flexibility to work early mornings, evenings, and occasional weekends.

· Ability to cover additional sites at short notice if required.

· Professional appearance and commitment to representing a premium brand

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