Cleaning Shift Manager

Better places, thriving communities.

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.

We’re looking for a Cleaning Shift Manager who will deliver excellent service standards, while meeting SLA agreements and managing a cleaning team.

Contract: PermanentType: Full-timeHours: 48hrsShift Pattern: 4 on 4 off – 2 x 07:00hrs – 19:00hrs & 2 x 10:00hrs – 22:00hrsPay: £16.28Location: Bullring Shopping Centre, Birmingham

Job Objectives & Responsibilities

• To support the Cleaning Management Team in all matters relating to the service delivery of the team and work in accordance to the standards required by Mitie and the client.
• To provide exceptional leadership and day to day management of the centre team which is responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.
• To provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.
• Ensure that the interests of JLL/Hammerson, their Guests and Occupiers are fully protected at all times and conduct yourself accordingly, as their representative.

Main Duties

• Highly proficient in the use of the Over‑C digital platform for scheduling, monitoring, and analysing cleaning activities.
• Act as the on‑shift lead for cleaning operations, ensuring tasks meet required standards, frequencies and specifications.
• Coordinate cleaning across all common and public areas, including washrooms, entrances, external, back‑of‑house areas, corridors, lifts/escalators where within scope, and staff welfare areas.
• Complete shift walk‑rounds and quality checks, identifying issues early and deploying resources to resolve problems quickly.
• Plan and allocate daily tasks and priorities through Over‑C, ensuring staffing levels match contractual requirements and trading patterns.
• Deliver reactive cleaning (e.g., spillages, breakages, body fluid cleans where trained) using correct signage, PPE and safe systems of work.
• Plan periodic deep cleans in line with cleaning schedules, ensuring they are completed within agreed timeframes and to a high standard.
• Oversee waste management within scope, including litter picking, bin rotation, waste segregation and supporting compactor/baler areas where applicable.
• Ensure effective shift handovers, including completion of logs/checklists and communication of outstanding issues and priorities.
• Manage stock levels for cleaning consumables, chemicals and PPE, ensuring secure storage, accurate records and timely re‑ordering.
• Ensure equipment is used correctly and maintained to the required standard; carry out basic checks, report defects and arrange replacements/repairs as required.
• Maintain a consistently high level of customer service, responding professionally to members of the public, tenants and client representatives.
• Send and respond to emails and communications with suppliers, contractors, Mitie and JLL management, ensuring actions are recorded, escalated where required and completed within agreed timescales.
• Raise and log jobs on Vantify for JLL Workplace Management, ensuring accurate descriptions, priority levels and updates through to completion.
• Coordinate with other on‑site departments and contractors to support planned works and minimise disruption to customers and trading.
• Support continuity of service during out‑of‑hours working and weekends, ensuring the site remains presentable and safe at all times.
• Create and review rotas, allocate shifts on Workplace+ and coordinate holiday bookings to maintain coverage and service continuity.
• Create, update and deliver site cleaning risk assessments and COSHH documentation, ensuring controls are implemented and understood by the team.
• Complete payroll checks/inputs (as required), ensuring hours, absences and shift amendments are recorded accurately and on time.
• Oversee the servicing and planned maintenance of on‑site cleaning machinery and waste compactors (where within scope), completing basic checks and escalating faults to the appropriate service provider/management.
• Maintain strong working knowledge of cleaning equipment and machinery and provide hands‑on operational support when required to maintain service levels.
• Full UK driving licence essential.

People Management

• Lead, support and motivate the on‑shift cleaning team, ensuring all issues are dealt with correctly and promptly.
• Manage time and attendance on shift, including absence and lateness reporting in line with company policy.
• Manage HR tickets (as required) and monitor sickness/absence trends, escalating concerns and supporting return‑to‑work actions in line with policy.
• Ensure standards of dress, PPE, safety and presentation are maintained at all times.
• Provide ongoing training, coaching and mentoring to develop performance and build capability within the team.
• Deliver induction training and on‑shift support for new starters, and carry out probation reviews in line with company policy.
• Ensure all staff are site‑trained and have read and signed relevant assignment instructions, site procedures and risk assessments.
• Carry out regular performance reviews for cleaning operatives and provide feedback to Cleaning Operation management.
• Support recruitment activity to ensure the site is appropriately resourced and recruitment processes are followed.
• Arrange and conduct interviews for site vacancies (as required), supporting fair selection decisions in line with company process.
• Support formal HR processes including investigations, taking accurate notes and maintaining documentation in line with company procedures.
• Hold regular team briefings/meetings to discuss service performance, customer feedback and opportunities for improvement; ensure meetings are documented.

Reporting, communications & administration

• Train cleaning operatives on the use of Over‑C, monitor compliance and review scores to identify areas for improvement.
• Provide timely and effective communication to relevant stakeholders (e.g., site management, client contacts and internal management) regarding issues affecting site cleanliness and service delivery.
• Send clear and timely email updates to contractors, suppliers, Mitie and JLL management, ensuring requests, approvals, progress updates and outcomes are documented.
• Log and update service issues/incidents accurately, collating information and ensuring actions are managed through to completion.
• Report staffing issues, supply shortages, equipment faults and service risks promptly.
• Handle day‑to‑day enquiries relating to cleaning operations from tenants, the public and client representatives.
• Support management of key performance indicators (KPIs) and service level agreements (SLAs), including contributing to performance data and audit outcomes.
• Develop and maintain good working relationships with applicable local agencies/services and on‑site partners where relevant to service delivery.
• Undertake any other reasonable request from management or the client consistent with the role.

Skills, Knowledge & Experience

• Previous experience supervising or managing cleaning operations in a customer‑facing environment (e.g., retail, shopping centre, leisure, facilities management).
• Strong customer service mindset with confident, professional communication skills (face‑to‑face, phone and email).
• Good working knowledge of H&S requirements for cleaning, including COSHH, risk assessments and accident/incident reporting.
• Ability to organise work, allocate tasks and manage priorities under time pressure.
• Highly proficient in the use of IT systems and computer applications, including Microsoft Excel, Outlook, Word, and email platforms.
• Experienced in using a variety of computer‑based systems for administration, scheduling, communication and record keeping.
• Strong knowledge of mobile phone and app‑based systems; experience using digital applications for communication, reporting, scheduling, record keeping and operational management.
• Monitor and respond to digital alerts from Over‑C.
• Experience of auditing cleaning standards and driving continuous improvement (desirable).
• Flexibility to work varied shift patterns including early/late shifts and weekends (as required).

Person Specification

• Enthusiastic, motivational, someone who strives for excellence.
• Someone who takes the initiative and drives for results.
• Strong commercial awareness.
• Organised, able to make robust judgements and prioritise.
• Honest, transparent and consistent.
• Gain and hold the respect of others.
• Have a flexible approach with a “can do” attitude.
• Excellent communication skills.
• Relevant industry experience while not essential is preferred, although it is expected that the candidate will demonstrate an understanding of the unique features of the industry including licensing.
• Has the ability to contribute toward a team operation or can work on own initiative.
• Able to communicate effectively and clearly at all levels within the organisation.
• A comprehensive working knowledge of all processes and procedures.
• A skilful negotiator capable of resolving staff issues.
• A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the required results.
• Excellent report‑writing, investigative and analytical skills with attention to detail.
• Excellent organisational and time‑management skills.
• A positive attitude to dealing with people and taking on challenges.

Health & Safety Responsibilities

• Promote a positive safety culture and ensure the health, safety and welfare of the site‑based team during the shift.
• Ensure all cleaning activities are completed in accordance with method statements, risk assessments, COSHH requirements and safe systems of work.
• Review and approve RAMS (Risk Assessments and Method Statements) for suppliers and contract works delivering cleaning or other services on site, ensuring documentation is uploaded to RiskWise and permits can be issued where required.
• Complete and check accident, incident and near‑miss reports; ensure corrective actions are raised and tracked to completion.
• Carry out regular audits/inspections of cleaning activities, equipment, chemical storage and welfare arrangements; escalates issues and presents findings to management as required.
• Support site emergency procedures where relevant to the cleaning function (e.g., keeping routes clear, supporting marshalling if trained/required) and report any concerns immediately.

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.
• Confident and clear in the use of radio communications, following site protocols and maintaining professional radio etiquette.

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.

Benefits

Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle. We offer a virtual GP, financial wellbeing assistance through our Salary Finance scheme, a flexible benefits platform (Choices) that allows you to custom‑select dental insurance, dining cards, coffee clubs and more. We provide cycle‑to‑work benefits, life cover equal to your annual salary or a minimum of £10,000, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan. We award Mitie Stars for outstanding work, with cash prizes and a chance to win £10,000.

Equal Opportunity

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (e.g., dyslexia, anxiety, autism, a mobility condition, or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

About Mitie

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, serving clients ranging from household names in banking, critical government sites to hospitals and schools.

Join our Mitie Team

Together our diversity makes us stronger.

Apply Now

#J-18808-Ljbffr…