Location: Ards Shopping Centre Newtownards County Down
Hours: 45 hours per week, 5 out of 7 days, 2 early mornings , 1 late night and 2 -3 Saturdays per month.
Salary/Package: 45 hours x £13.50 p/h
Main Purpose of Role
Reporting to the Operations Manager, the role holder will ensure that operational excellence, satisfaction, continuous improvement and innovation are provided to the clients.
Sitting within the Senior Leadership Team, they will contribute to the successful delivery of the key performance indicators of the NI business including NPS targets, improving colleague engagement and exceeding financial budgets for the client.
PEOPLE FIRST
- Be a role model for positive attitude and respect for our colleagues
- Demonstrate leadership in best practice people management by ensuring that our policies and procedures are embedded within our client contracts
- Effectively enact our recruitment, onboarding and induction processes to ensure that we attract and retain high calibre colleagues, and provide new colleagues with an excellent experience at the start of their employment
- Manage our Pathway to Success programme to set objectives and develop our colleague’s skills, knowledge and capabilities
- Actively promote our Voice of the Colleague survey, interrogate results and roll out action plans as required
- Lead and encourage a culture of reward and recognition, and proactively acknowledge the contributions of our colleagues;
- Lead a culture of health and well-being and encourage our colleagues to be open with their health and welfare concerns
- Work closely with our HR Business Partner to manage employee relations and colleague welfare matters
THE BASICS
- Be the single point of contact for our client and reinforce our vision to ‘always be their partner of choice’
- Ensure that our leadership team provide a first-class client and customer experience
- Provide support to the client by advising on SLAs, KPIs, objectives and projects
- Regularly review performance standards which deliver client and customer expectations
- Interrogate management information systems which provide information to enable sound commercial judgement for decision making
- Identify and manage challenges or risks that will impact service delivery and/or the contract
- Ensure adherence to all legal requirements
- Actively contribute towards the achievement of our strategic pillar, Voice of the Customer, by delivering improved NPS results through clear action planning
ADAPTIVE & AGILE
- Adopt a plan, do, measure, review way of working which will be central to our success
- Work closely with the wider leadership team to discuss actions, innovations and challenges
- Support our business through change transformation for long-term sustainability, stimulate others to make change happen and actively sponsor new business critical changes
- Understand the varying needs of the business, adapt to and manage different and conflicting views of change across our business at all levels
IMAGINATION
- Lead innovation and development, and maintain market understanding and proposals for implementation of new ways of working
- Develop external networks to enhance business opportunities
SOCIAL VALUE
- Actively support and encourage a culture of social responsibility
- Drive and lead a green agenda across our business
- Actively promote and participate in events that support local charities
EARN TRUST
- Demonstrate and encourage trust, integrity and collaboration with all our colleagues and our clients
- Build and maintain positive relationships with the client to ensure the delivery of exceptional services and to safeguard our current and future business requirements
- Build trust with every action and contact with our colleagues and client.
Person Specification
Knowledge and Experience:
- SIA - SG or DS and SIA CCTV License
- Demonstrable track record (at least 2 years) in a supervisory/ management role within the support services industry
- Knowledge of delivering operational excellence across site environment
- Proven ability to plan and manage operational process for maximum productivity
- Ability to develop and maintain strong client relationships
- Strong working knowledge of industry regulations and legislative guidelines
- Ability to remove barriers and drive innovation
- Ability to lead and influence teams to meet demanding targets and deadlines within a modern, fast-paced environment and creating a “can do” culture
Skills and Abilities:
- Developing and sustaining effective working relationships
- Communication and interpersonal
- Persuasive, enthusiastic and tenacious
- Attention to detail
- Working under pressure and meeting deadlines
- Problem solving and decision making
- Working as part of a team
- Providing expert advice and knowledge
- Analysing information
- Evaluating information to support action