Duty Manager (nights)

Dyddiad hysbysebu:	25 Gorffennaf 2025
Oriau:	Llawn Amser
Dyddiad cau:	24 Awst 2025
Lleoliad:	TW6 2RZ
Cwmni:	Mitie
Math o swydd:	Parhaol
Cyfeirnod swydd:	79733

Crynodeb

We are looking for a Duty Manager to to manage the night operations, with flexibility of 2 mid-shifts per week, reporting into the Assistant Operations Manager, and Operations Manager.

The role requires the individual to to build relationships and rapport with contract clients, complete audit inspections and review performance of delivery against the Service Level Agreement and Cleaning Specification.

Job objectives and responsibilities

· Reporting into the Operations Manager, and Assistant Operations Manager, covering the Estates, FM Development areas, plus anything else relevant to the Heathrow portfolio.

· Scheduling of works to ensure compliance with the Heathrow Contract.

· To monitor and update the Maximo work order system.

· Ensure all equipment is fit for purpose.

· To ensure the contracts are managed in line with H&S regulations. Ensure the Health & Safety of yourself and your team.

· To liaise with clients and monitor site operations.

· Ensure all HR issues are managed in line with company policies and procedures.

· Ensure subcontractors provide a quality service.

· Stores are managed in line with the specification, contract and budget.

· Reduce the risk of accidents involving plant, equipment & PPE (Reporting of hazard spots (minimum 2 per month), near misses etc.).

· Ensure training is planned to meet the requirements of operational staff.

· Ensure quality company image is portrayed by all employees

· Ensure all winter events are managed as per the winterisation plan

· Ensure staff support each other and the company

· High standards of conduct and performance are maintained

· To step up into the Assistant Operations Manager role, in the event of annual leave / sickness, and assist with the High Level Cleaning team.





Main duties

Manage operations - maintain quality of services to the customer

· Responsible for ensuring the services delivered fall in line with the expectations as set out in the Estates, FM Development contracts.

· To liaise with the Senior Supervisors and support them with any issues relating to the contract.

· Escalate any high level issues to the Assistant Operations Manager.

· Conduct point of work risk assessments in line with policy, completing and ensuring correct storage of relevant paperwork.

· Liaise with subcontractors, monitor the standards they provide and ensure compliance to training and Health & Safety regulations.

· Ensure familiarity with the QHSE policy and duties as an individual and manager as part of that policy.

· To check the Maximo system daily, pass on all jobs to the relevant team, then ensure the job are closed on completion.

· To carry out any project works/mobilisations as per Ops Manager and/or Assistant Operations Manager request.

· To ensure operatives are using the Learning Hub remote training platform.

· To manage the distribution of toolbox talks and record compliance.

· Make sure that all new starters complete relevant training modules before commencing work, or are paired with trained operatives.



Winterisation

· To support with all aspects of winterisation e.g. scheduling, equipment review/checks and training. This to include management of winter stock/media levels

· Keep Operations, and Assistant Operations Manager fully updated on any issues relation to winter operations.

· Support Senior Supervisors with any issues raised relating to winter operations.

· Complete weekly moisture testing of the brown salt.

· Carry out a weekly check of the generator.

· Ensure gritting media stock levels are maintained, inform Assistant Operations Manager when reordering is required.

· Ensure weekly winter vehicle checks are completed.

· Complete weekly report and send out to the client.

· Ensure the correct skill set and numbers are fully trained and available, to successfully complete both BAU gritting and snow events.

· Be available to attend any snow event (predicted 5cm+ of snow). Arrange staffing, catering, ensure radios and ready bags are prepared, all equipment is checked and ready to go.



Manage finance

· Check and order stores/materials/equipment/PPE/uniform within budget through the appropriate support functions/systems/suppliers

· Ensure the Senior Supervisors are managing In Touch Process

· Continually look for opportunities to introduce add on services, e.g. consumables, window cleaning, etc



Manage People - recruit, lead and develop team

· Recruit staff using company procedures and appropriate systems (e.g. Smart Recruiters)

· Ensure all RTW checks are completed, investigate and manage where identified

· Cascade out all key business updates and news to the Senior Supervisors so they are kept informed through appropriate channels, approved by Mitie (social media and personal messaging apps not approved and should not be used)

· Regularly review the training and development needs of individuals. Carry out appraisals where appropriate

· Provide on-site training and support for staff when necessary

· Ensure all periodic plans are completed and signed off, in-line with the contract specifications

· Ensure staff adhere to all site rules and maintain a smart appearance including the wearing of uniforms, PPE

· Address and carry out required HR processes in relation to AWOL, sickness absence, disciplinaries and grievances

· Resolve all employee queries using information and tools available (they may include pay queries, holiday/rota issues etc)

· Reward and recognise employees through the use of Mitie Stars and Mitie reward schemes



Manage information

· Maintain relevant training records for all operatives and ensure the information is recorded in their files. Annual leave records should be recorded on Teams.

· Attend monthly internal meetings to review the performance on contracts.

· Update shared Teams group documentation, including but not limited to: Hazard spot reporting, HR cases, Mitie star nominations, safety tour.

· Carry out team briefings with Senior Supervisors.



Manage Yourself

· Manage own time effectively. Flexibility required, in some cases 24hr operational support may be needed.

· Tailor communication approach to meet the needs of team, management, client and internal Mitie colleagues.

· Act as role model of the Mitie values at all times.

· Co-operate with requests from clients and managers and respond to requests for assistance when necessary.

· Attend appropriate training sessions and complete required e-learning courses. Review personal development each month to ensure compliance.

· Ensure up to date knowledge of company policies and processes.



Person Specification

· Strong organisational and time management skills with the ability to be flexible

· Strong customer/client focused attitude

· Strong interpersonal skills and the ability to build good working relationships

· Conflict management and de-escalation skills

· Excellent verbal, IT and written communication skills. Ability to adapt and tailor content to audience

· Approachable for team members and client

· People Management, development and leadership skills

· A strong understanding of HR processes and proceedures

· Ability to work individually and as part of a team

· Has or is willing to work towards a Health & Safety Level 4 Award (NEBOSH or equivalent)

· Must have a UK Driving License



Health and Safety responsibilities

· Follow Group and company policies and procedures at all times

· Report all accidents / near misses as per Mitie Health & Safety Policy. Carry out all investigations assigned to yourself.

· Observe all client and company statutory fire and safety regulations and promote good safety habits. Follow the advice in the MITIE Cleaning Health & Safety Booklet

· Ensure that plant, equipment and PPE is checked and replaced or repaired as necessary. Record on the handover sheet. All equipment needs to be regularly cleaned, emptied, charged and stored correctly

· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment

· Use all work equipment and personal PPE properly and in accordance with training received

· Report any issues or training needs to your Line manager and /or via divisional incident reporting system

Information Security

· Ensure compliance with Mitie's information security procedures in all activities

· Proactively identify and report security risks to your manager

· Report actual and suspected security incidents by contacting APOC or your line manager

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.