Contract Manager – Commercial Cleaning & Soft FM

**Support Service Leaders Ltd London & South East**

This is the job description I would recommend for SSL, combining the strongest responsibilities from the cleaning industry roles we reviewed, with particular emphasis on multi-site management, client retention, quality, staff performance and contract profitability.

Job description

Job Title: Contract Manager – Commercial Cleaning & Soft FM Location: London & South East (field-based) Reporting to: Operations Director Salary starting: £35,000 per annum, depending on experience Benefits: Company vehicle or car allowance, pension and performance-related bonus (subject to company policy)

1. Role purpose

The Contract Manager is responsible for the successful operational delivery, financial performance and ongoing development of a portfolio of commercial cleaning contracts.

The role ensures that services are delivered consistently to agreed specifications, quality standards and contractual requirements, while maintaining strong client relationships, effective workforce management and commercial control.

The successful candidate will take full ownership of their assigned portfolio, proactively identifying operational improvements, resolving service issues and supporting client retention and business growth.

2. Key responsibilities

Contract & operational management

• Manage a portfolio of cleaning contracts across multiple locations.
• Ensure services meet contractual specifications, agreed cleaning frequencies and client expectations.
• Conduct regular site visits, inspections and operational reviews.
• Ensure adequate staffing, supervision, equipment and materials are available at all locations.
• Coordinate contract mobilisation, transitions and operational changes.
• Maintain effective contingency arrangements for absence, emergencies and service disruption.

Client relationship management

• Act as the primary operational contact for allocated clients.
• Build and maintain strong, professional client relationships.
• Conduct scheduled client meetings and performance reviews.
• Respond promptly to concerns and ensure issues are resolved effectively.
• Identify opportunities for additional services and contract development.
• Support contract renewals and maintain high client retention.

People management & leadership

• Lead, support and develop supervisors, team leaders and cleaning operatives.
• Oversee recruitment, induction, training and performance management.
• Manage attendance, absence, holiday planning and staff deployment.
• Ensure compliance with HR policies, right-to-work requirements and relevant employment legislation.
• Develop a culture of accountability, professionalism and continuous improvement.

Financial & commercial management

• Manage allocated contracts within approved budgets and labour allowances.
• Monitor labour costs, overtime, materials and other operational expenditure.
• Identify and address margin leakage and unnecessary expenditure.
• Review contract profitability and recommend corrective actions.
• Ensure additional works are correctly authorised, recorded and communicated for invoicing.
• Support pricing reviews, contract variations and renewals.

Quality, compliance & health and safety

• Complete regular cleaning quality audits and ensure corrective actions are closed.
• Maintain compliance with company quality management systems and ISO standards.
• Ensure appropriate risk assessments, method statements and COSHH documentation are maintained.
• Investigate incidents, complaints and service failures.
• Maintain accurate training, compliance and operational records.
• Promote safe working practices across all assigned sites.

3. Key performance indicators

KPI

Expected standard

Client retention ≥95%

Cleaning audit scores ≥97%

Staff attendance ≥95%

Training and compliance 100%

Contract profitability - Within approved budget and margin

Client complaints- Resolved within agreed SLA

Monthly client reviews - 100% completed as scheduled

Site inspections - 100% completed as scheduled

Corrective actions - Closed within agreed deadlines

4. Candidate requirements

Essential

• Minimum 3–5 years’ experience in contract management within commercial cleaning or soft facilities management.
• Proven experience managing multiple cleaning sites and operational teams.
• Strong understanding of cleaning methods, equipment, chemicals and industry standards.
• Experience managing budgets, labour costs and con…