Vacancy for Operations Support Manager

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Location Leeds and East, LS1
Contract Type Permanent - Employee
Working Days Monday-Friday
Working Times Between 9:00am and 5:00pm
Shift Pattern Days
Working Hours per Week 40 hours per week
Pay Rate £28,000
Job Reference OP/48267


To ensure the profitable, efficient, and safe operation of the cleaning and security contracts within the area of operation as directed by the Operations Manager. This is to include any peripheral services supplied to the client such as window cleaning, pest control, hygiene or any other service provided by OCS.  To provide a quality service delivery to all service users, customers, internal clients, and tenants working on our client’s premises, in accordance with company procedures. To provide a quality service, through teamwork, with a highly motivated and appropriately trained team of operational support staff who work to the ‘One Team’ ethos of OCS. To manage, retain and improve the current contract service delivery with the aim of expansion. To ensure that your team is developed to meet succession planning needs. To be flexible in your working patterns and work on a rotational basis alongside other Support Managers.

Health & Safety Purpose: To take a direct management responsibility in the health and safety of yourself and others who may be affected by your work activities.  Collation and ownership of the Health & Safety plan that covers your specific area of responsibility.

Main Duties:

  • Manage the delivery of all services in your specific area to provide consistently high levels of performance that meet contractual obligations to customers and the strategic objectives of the client. This is to include carrying out KPI Audits or any other auditing document as required by the client.
  • To always ensure an efficient delivery of a quality service, through the drive of ‘One Company, One Team’ – One Complete Solution
  • To ensure appropriate level of staff / operative retention through effective leadership and motivation
  • To ensure that a safe working environment is maintained through compliance with all company health and safety policies and procedures
  • To ensure compliance with company policies and procedures
  • To ensure that appropriate staffing levels are maintained with the necessary skills and provide all necessary training and development to ensure their competence in their respective roles.
  • To drive a one team ethos through the whole centre and ensure that all OCS staff are working together to enhance the ‘customer experience’ from the minute they enter the centre to the minute they leave.
  • Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
  • Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements within the Shopping Centre.
  • Regularly inspect all staff uniforms, monitor standards of cleanliness & replace as required


Health & Safety accountabilities:


  • Participate in any communication activities through formal and informal channels on safety matters to ensure that there is a free flow of ideas.
  • Ensure that the OCS safety image is reflected positively through your actions by checking on staff at various times during their shifts to ensure safe working practises.
  • Ensure that you have received the necessary training so that you can competently carry out your duties and responsibilities.  Acknowledge and accept a personal responsibility for the safety of you, your staff, client staff, tenants and all service users
  • Take responsibility for reviewing the safe system of work prior to the commencement of the work activity.
  • To carry out ‘Tool Box Talks’ to your staff on a monthly basis and report and record all events on the company Management Information System.


Critical Performance Measures (CPMs) / Objectives:

  • Achieve / exceed budgeted turnover
  • Maintain accurate up to date training records for all staff
  • Maintain staff absence to below 5%
  • Improve employee retention & stability of the team
  • To ensure all staff receive a Tool Box talk on a monthly basis
  • Achieve client SLA’s and KPI’s as specified by in the contract
  • Ensure all staff are trained and are able to safely deliver the scope of the contract

Professional Qualifications required for the job-(particularly for compliance purposes or technical requirements of the role):

  • BICS qualified or equivalent
  • Holds IOSH Certification (OCS will train if not)
  • SIA Front Line Licence Holder
  • Achieved a minimum of BIFM Award, but ideally Certificate of qualification
  • Knowledge of other soft services and experience in delivery is preferred




Experience –previous experience –desirable/essential for technical competence of the role:


Experience of managing a multi service based contract.

Proven track record in delivering effective customer service whilst maintaining appropriate operating margins. 

Evidence of “hands-on” operational experience and a track record of successful client relationship management.

Proven record of managing, motivating, developing and retaining a workforce.


To be successful in the role, you will need:


Must be self-motivated and results orientated with effective inter – personal skills and the ability to communicate at all levels.

Maintain Client Liaison throughout the centre and liaise closely with the centre management team.

Highly organised with the ability to prioritise workload and delegate effectively to direct reports

Ability to mentor and develop subordinates, counselling and coaching as necessary.

High degree of interest in their own personal development and future career progression.


What will you get in return?

A pension scheme- to save for the future - eligibility rules apply

Access to high street discounts

Access to low interest loans

Recognition scheme ‘OCS Stars’- monetary rewards given to top performers

Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme

Long Service Awards

Cycle to work scheme- discounted bicycles

Access to our Employee Assistance Programme- 24-7 Wellbeing Support


Why join OCS Group UK Ltd?


OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves. We offer job stability and are committed to developing our colleagues by offering more than just a job. We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities. We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS.  Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer.