Operations Manager

Operations Manager

Location: London, WC2N 6RH
Hours: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking an experienced Operations Manager to lead and support a team of 33 frontline cleaning staff and two Senior Housekeepers, ensuring colleagues are safe, well-supported and able to perform at their best.

The successful candidate will be responsible for the delivery of Soft FM services (cleaning services only), maintaining consistently high standards across the site.

This is a hands-on leadership role focused on delivering high-quality cleaning services while ensuring operational efficiency, compliance and team engagement. The successful candidate will play a key role in supporting frontline colleagues and driving service excellence across the site.

The role requires a proactive and people-focused manager who can build strong client relationships, oversee operational performance and act as a key point of contact for day-to-day operational matters. The position includes responsibility for both morning and late shift teams and participation in a 1-in-6 weekend rota.

Job Description

We are looking for a proactive and people-focused leader who can build strong client relationships, manage operational performance and ensure excellent service delivery.

This role involves overseeing morning and late shift teams, participating in a 1-in-6 weekend rota and acting as a key on-site point of contact for operational matters.

Key Responsibilities

• Lead the day-to-day delivery of cleaning services, ensuring high standards of service and operational excellence.
• Manage a team of 33 frontline cleaning staff and provide leadership and support to two Senior Housekeepers.
• Plan staffing levels and rotas to ensure all shifts are adequately covered.
• Manage day-to-day people matters, including absence management, investigations, complaints and disciplinary issues.
• Deliver training sessions and toolbox talks, ensuring all required BICS training is completed and maintained.
• Build and maintain strong relationships with client representatives and key stakeholders to support excellent service delivery.
• Ensure compliance with SLAs, KPIs, statutory requirements, health and safety standards, environmental requirements and company policies.
• Monitor site performance, manage risks, support budget control, oversee contractors on site and drive continuous improvement initiatives.

Person Specification

• Proven operational management experience, ideally within facilities management, workplace services or a similar environment.
• Background in housekeeping or cleaning services would be advantageous.
• Experience managing a large and complex operation.
• Strong people management skills with the ability to engage, motivate and develop teams.
• Demonstrated experience in stakeholder and client relationship management.
• Strong understanding of health and safety, statutory compliance and ESG requirements.
• Competent user of Microsoft Office and workplace systems.
• Highly organised, resilient and solutions-focused, with strong problem-solving and decision-making abilities.
• Proven experience leading large teams with a focus on engagement, development and performance.
• Ability to identify operational risks and implement effective mitigation strategies.
• Flexible approach to working patterns, including participation in a weekend rota.