Cleaning Brach manager

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

Primary Responsibilities

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

Office Manager – Specific Areas of Responsibility

Customer Management to include:

1. 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

1. Save costs to the business by arranging team travel in an effective manner and checking return times with routing plans
2. 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
3. Assist with credit control for outstanding payments – checking BMS report, chasing customers and referring any significant issues to the business owner.
4. Purchasing – order stock and check it on delivery, order stationery and computer supplies as required.
5. Cover for owner during her absence including quoting for new business if required.
6. Oversee additional office staff and train as required to enable them to fulfil their role.

Human Resource Management to include:

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

Secondary Responsibilities

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

Qualifications

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

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

Special Requirements

1. Ability to use a computer and Office software
2. Car driver