• 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.
• 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.
• 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.
• 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.