Housekeeping Manager

LOCATION: London Designer Outlet

SHIFT PATTERN: 4 on 4 off (including weekends and bank holidays as required), 42 hours per week

PAY RATE: £18.16 PER HOUR

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ABM is seeking an experienced, proactive and highly organised Cleaning Manager to lead all Housekeeping, Cleaning, Waste Management, Recycling, Environmental Compliance and Pest control operations across London Designer Outlet.

The Cleaning Manager will be responsible for ensuring the highest standards of cleanliness, presentation, safety and environmental performance across all Front of House and Back of House areas. The role requires strong operational leadership, effective stakeholder engagement and the ability to manage multiple service streams within a busy retail and leisure destination.

The post holder will lead and develop the cleaning team, ensuring contractual obligations, operational standards, compliance requirements, sustainability targets and KPI performance measures are consistently achieved.

The role will work closely with centre management, Brand Partners, contractors and other operational departments to ensure the customer experience remains exceptional, particularly during major trading periods, Wembley Stadium events, and centre-led marketing activations.

KEY RESPONSIBILITIES

Operational Management

• Manage all Front of House and Back of House cleaning operations throughout London Designer Outlet.
• Ensure all public areas, malls, entrances, welfare facilities, service corridors, loading bays, car parks and operational areas are maintained to the highest standards.
• Deliver a safe, clean and welcoming environment for customers, retailers, visitors and staff.
• Develop and implement cleaning schedules, work plans and service standards.
• Conduct regular quality inspections and audits to monitor performance and identify areas for improvement.
• Respond effectively to reactive cleaning requirements, incidents and emergencies.
• Manage specialist cleaning activities including deep cleaning, pressure washing and periodic cleaning programmes.
• Ensure all cleaning equipment and machinery are maintained, compliant and fit for purpose.

Major Events & Trading Activity

• Plan and manage cleaning and waste operations during Wembley Stadium events, concerts and other periods of exceptional footfall.
• Develop operational plans to support centre events, brand activations, seasonal campaigns nd marketing activities.
• Ensure resources are effectively deployed during peak trading periods and major events.
• Maintain a strong operational presence during high-profile activities to ensure service delivery standards are maintained.

Waste Management & Recycling

• Hold overall responsibility for waste management operations across the centre.
• Manage waste streams to ensure legal compliance and operational efficiency.
• Drive recycling initiatives and support the achievement of environmental and sustainability objectives.
• Monitor waste segregation compliance and work with retailers to maximise recycling performance.
• Ensure all waste compounds and recycling facilities are maintained to the highest standards.
• Maintain accurate waste transfer documentation and environmental records.
• Produce waste and recycling performance reports for the client and senior management team.
• Lead initiatives to reduce waste disposal costs and improve sustainability outcomes.

Brand Partner Engagement

• Build and maintain strong relationships with Brand Partners across the centre.
• Conduct regular retailer visits to support operational standards and educate teams on waste management and recycling procedures.
• Promote best practice in sustainability and environmental compliance.
• Respond professionally and effectively to retailer concerns and operational issues.
• Lead and facilitate Waste Forum meetings and retailer engagement initiatives.

Pest Control Management

• Act as the operational lead for site pest control management.
• Manage pest control contractors and monitor service levels.
• Review contractor reports and ensure recommendations and corrective actions are implemented.
• Conduct trend analysis and proactively address potential pest risks.
• Ensure all pest control records, audits and compliance requirements are maintained.

Leadership & People Management

• Lead, motivate and develop Cleaning Supervisors and Cleaning Operatives.
• Manage recruitment, induction, training, development and succession planning.
• Conduct performance reviews, return-to-work meetings and disciplinary processes where required.
• Deliver regular team briefings and operational communications.
• Foster a culture of accountability, professionalism and continuous improvement.
• Promote employee engagement and wellbeing across the team.

Training & Development

• Take ownership of all training delivery across the Housekeeping operation.
• Ensure all mandatory, compliance and operational training requirements are completed.
• Maintain accurate training records and competency assessments.
• Develop team capability through coaching, mentoring and ongoing development.
• Ensure all colleagues are trained in safe working practices, equipment usage and operational procedures.

Health, Safety & Compliance

• Ensure compliance with all Health & Safety legislation, company policies and site procedures.
• Maintain and review risk assessments, COSHH assessments and safe systems of work.
• Investigate accidents, incidents and near misses, implementing corrective actions where required.
• Ensure all team members wear appropriate Personal Protective Equipment (PPE).
• Promote a positive safety culture throughout the operation.

Crisis Management & Business Continuity

• Actively participate in site Crisis Management procedures and Business Continuity planning.
• Support emergency response activities and operational recovery plans.
• Participate in crisis management exercises and scenario training.
• Lead and support Fire Drills and emergency evacuation exercises.
• Ensure operational readiness for major incidents and emergency situations.

Stakeholder Collaboration

• Work collaboratively with Facilities, Security, Guest Services, Marketing, Technical Services and Centre Management teams.
• Develop strong relationships with contractors, service partners and external stakeholders.
• Attend operational meetings and provide updates on service performance, compliance and environmental objectives.
• Support centre-wide initiatives and projects that contribute to operational excellence.

Performance, Audits & Reporting

• Be accountable for achieving all contractual KPIs, Service Level Agreements and annual performance targets.
• Monitor and report on operational performance using agreed reporting mechanisms.
• Participate in internal and external audits and inspections.
• Lead audit preparation and ensure all corrective actions are completed within agreed timescales.
• Produce management reports relating to cleaning performance, waste management, recycling, training and compliance.

Resource & Roster Management

• Manage labour resources efficiently to meet business needs and budget requirements.
• Produce effective rotas that support operational demands, annual leave, training equirements and special events.
• Monitor absence, overtime, productivity and workforce utilisation.
• Ensure staffing levels remain sufficient to support service delivery at all times.

Requirements

Proven experience managing cleaning operations within a large retail, shopping centre,

airport, transport hub or similar high-footfall environment.

• Extensive experience in waste management, recycling compliance and environmental

performance management.

• Experience managing pest control programmes and contractors.
• Strong knowledge of Health & Safety legislation, COSHH and risk management principles.
• Proven experience leading and developing large operational teams.
• Experience managing multiple contractors and service providers.
• Strong understanding of customer service excellence principles.
• Experience managing budgets, labour planning and resource allocation.
• Excellent organisational, planning and problem-solving skills.
• Strong stakeholder and relationship management skills.
• Proficient in Microsoft Office applications and operational reporting systems.
• Excellent written and verbal communication skills.

PERSONAL ATTRIBUTES

• Strong leadership capabilities with the ability to inspire and motivate teams.
• Excellent attention to detail.
• Customer-focused mindset.
• Professional, approachable and confident.
• Results-driven with a proactive approach to problem solving.
• Ability to remain calm and make effective decisions under pressure.
• Flexible and adaptable within a dynamic operational environment.
• Committed to continuous improvement and service excellence

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries - from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.