Cleaning Brach manager

To manage the smooth running of the office, administration and operations of Merry Maids cleaning business.

Primary Responsibilities

• Operation and administration of the Merry Maids Business Management System with absolute attention to detail.
• Administrative tasks as required including letters to customers, newsletters, maintenance of customer database, returns to ServiceMaster, post and emails.
• Customer Service - answering telephone calls from existing customers in a professional and courteous manner and dealing with their schedule changes, complaints and enquiries.
• Sales - answering telephone calls from potential customers in a professional and courteous manner and booking quote appointments or timed cleans as appropriate.
• Ensure teams are despatched promptly at X am each morning with correct paperwork and keys. Make any necessary changes to schedules and organise teams.
• Record and balance customer payments each afternoon and prepare and deliver banking as required.
• Security - ensure customer key procedures are adhered to, ensure security of premises and safety of electrical equipment when office empty.
• GDPR - security of customer and staff data to be paramount and IT security procedures to be followed.
• Filing to be completed weekly or quicker.
• Ensure laundry is processed promptly.
• Stock and maintain all necessary equipment, products, and supplies.
• Abide by Health and Safety regulations at all times and maintain our Health & Safety records as required.
• Cover for Business Owner during absences.

Office Manager - Specific Areas of Responsibility

Customer Management to include

• Scheduling the cleaning teams to ensure customer satisfaction

Dealing promptly with complaints or breakages

Fulfil the customer quality check programme & loyalty programme

Ensuring customer requests for amendments to scheduling are dealt with promptly

• Save costs to the business by arranging team travel in an effective manner and checking return times with routing plans
• Payroll - prepare the figures and any other required information monthly and process the payroll and all associated tasks inc P60s P45s P11d and quarterly payment report for HMRC
• Assist with credit control for outstanding payments - checking BMS report, chasing customers and referring any significant issues to the business owner.
• Purchasing - order stock and check it on delivery, order stationery and computer supplies as required.
• Cover for owner during her absence including quoting for new business if required.
• Oversee additional office staff and train as required to enable them to fulfil their role.

Human Resource Management to include

• Administration and assistance in recruitment process, staff holiday management, sickness, minor disciplinary matters & staff retention.
• Manage training delivery for new maids and of ongoing training for staff. Ensure correct records are maintained and deliver basic in office training.
• Maintain driving licence, MOT & insurance records for staff.
• Update & maintain BUPA membership records.
• Run car magnet scheme to encourage maids to use them.
• Cover for Office Manager during absence.

Secondary Responsibilities

• Maintain a clean and tidy office.
• At all times contribute to a positive work climate and to the overall team effort of the company.
• Perform other reasonable, related duties as assigned or requested.

Qualifications

(Include minimum education, experience, specific skills, etc. required to perform Primary Responsibilities)

• Speaking and hearing English clearly in person and on the telephone.
• Reading English on an average adult level.
• Writing English clearly.
• Establishing rapport with customers and employees.
• Excellent communication skills and good listening skills.
• Responsible, and organized.

Special Requirements

• Ability to use a computer and Office software
• Car driver