5 minutes with…Emma Fitzgerald, Operations Administration Manager at Tudor Group
With extensive experience in the cleaning and FM industries, our team are in the best position to offer you and your business support when it comes to your commercial cleaning requirements.
We work closely with our clients and suppliers and know that the reliability of our performance together with the support from our teams sees that our customers return time and time again.
With responsibility for scheduling all on-site work, we chatted to our Operations Administration Manager Emma Fitzgerald about her role, and how she keeps those plates spinning!
Emma, please tell us about what you do at Tudor Group.
The main part of my role is scheduling all the on-site work, which includes window cleaning; rope access window/cladding cleaning and maintenance; industrial cleaning and carpet cleaning. It can be quite a juggle to organise, with the window cleaning team in Manchester city centre often working on a few different jobs in one day, and the rope access team completing one job a day, or one job spread over several days, depending on the size of the building and specific requirement.
I also look after the administration team, which includes payroll, administrative duties for the Account Managers, and general admin.
How do you manage and keep track of all the jobs?
Our team has a lot of expertise, all our technicians are trained and qualified to IRATA (International Rope Access Trade Association) standards, and all our rope access operations are within strict adherence to BS 7985, but obviously different jobs require operatives with different skills, so it’s important that the right people get allocated to the right job!
We use a cloud-based system called JobWatch from BigChange for our job scheduling, where I add all the jobs and which everyone has access to – whether they’re based in the office or out on site.
The system means the workers can easily find all the information – time, address requirements – of the job they’re going to, as well as read and accept the RAMS before they start the job. At the end of the job, the work is signed off on the PDA linked to the system, so we know everything has been completed to our high standards, and our clients’ satisfaction.
What is it about the job that you like?
I really like the variety - I think it’s fair to say that no two days are ever the same! I start work at 6:30am, before the majority of our window cleaners start, which means I can help them with any queries or information they might need about the job they’re going to.
Are there common challenges that you come across?
One challenge when it comes to scheduling window cleaning jobs is working around adverse weather conditions. Lower-level work is easier to do in bad weather, but obviously rope access can be very weather dependent – wind, sun, and rain all need to be considered as they can be hazardous for our operatives.
But as we know, in the UK it’s very tricky to predict the weather, particularly in winter, and as I book work in for clients up to a year in advance, it can often mean moving jobs to accommodate what the weather’s doing.
Did the pandemic change the way in which you worked with clients?
Yes, in terms of windows we did less external cleaning for some clients during the various lockdowns, and more internal cleaning and sanitising. Then as lockdowns were lifted, we did a lot of one-off cleans as the buildings’ exteriors were so dirty, but now things are starting to get back into a normal routine.
What do you think clients most appreciate about working with Tudor Group?
Many members of our team have been at Tudor Group for a number of years, and I think our clients like the continuity and the relationships that we’ve developed with them over that time. We work quite closely with our clients, and our cleaning operatives know the housekeepers, facilities teams, and staff on-site, it’s not ‘us and them’.
I know that a lot of our clients value our flexible approach and appreciate the personal level of service that we provide. We’re proud to work with a diverse range of businesses and sectors, from hospitality to block management, education, healthcare, housing associations, leisure and the public sector.