Cleaning Services Team Lead

The Post

Reporting to Cleaning Supervisors, the role holder will be part of the front line, operational cleaning team and is responsible for maintaining a clean and safe environment across the campus footprint, and for providing leadership and direction to the cleaning staff. This includes monitoring performance of staff, ensuring required high standards are achieved and maintained and providing progress reports to Cleaning Supervisors.

In the summer months, accommodation is commercially available and is a busy period of continuous guest turnover and space preparation.

The role holder will regularly interact and communicate with a diverse range of customers, and must at all times, provide an excellent level of customer service, seeking to resolve concerns as swiftly as possible. This includes being part of the frontline response to resident cleanliness concerns, providing educational information and guidance, and seeking to resolve flatmate disputes regarding cleanliness, escalating through the cleaning services management team as appropriate.

The role holder will be expected to work across all buildings and all aspects of the business. A proactive and proactive approach is essential as are excellent communication, organisational and interpersonal skills.

The role holder will be expected to work on a shift pattern of 5 days over 7 from Monday to Sunday to meet the demands of the business throughout the year. The Cleaning Team Leader will be expected to work flexibly to support service delivery, covering various shift patterns, working across different campus sites, as required to meet business and operational demands.

Cleaning Services Team Leaders are required to oversee and participate in activities relating to student arrival and departure weekends as well as Open and Applicant Days and Graduation. Dates will be advised in advance.

• To liaise daily with Cleaning Supervisors to understand requirements, concerns, faults, complaints and feedback issues
• To contribute to daily operational plans, and provide briefings and information to cleaning staff, including ensuring that they are familiar with areas of the estate they need to cover
• To allocate staff and resources as required to fulfil cleaning requirements in line with agreed cleaning schedules, using systems to update on sickness or absences
• To undertake inspections to check the performance of cleaning staff and to ensure that work is completed to the correct standard, problem-solving and re-prioritizing tasks as required, ensuring that tasks are completed. Report back to Cleaning Supervisor once completed
• To be available to cleaning staff by being physically present, checking-in and ensuring that they have what they need on a daily basis to be successful, reporting any concerns to the Cleaning Supervisors
• To be aware of industry standard cleaning practices and to ensure best practice is implemented
• To regularly review and maintain stocks of cleaning materials, consumables and other relevant items within the cluster and ordering of such items. Requesting these items through Cleaning Supervisor
• Monitor provision of summer stock items, reporting misuse, damage or other concerns to the Cleaning Services Supervisors
• To report incidents in accordance with specified procedures to Cleaning Supervisors
• To ensure a high level of customer service excellence is provided by all cleaners, and participating in front-line response to ensure a welcoming, inclusive and safe environment
• To be proactive in providing a friendly, polite, efficient and professional customer service when welcoming and responding to enquiries from customers
• To provide guidance, information and support to residents in maintaining their spaces, including meeting with students and seeking to resolve concerns (ie. Creating supportive cleaning rotas). Escalating as required through the Cleaning Services team
• To find daily efficiencies and identify opportunities for further team collaboration and cost savings, with approval from the Cleaning Supervisors and Head of Cleaning Services
• Any other duties as defined by accommodation services management