Job Description : Deputy Soft Service Manager 

Reports to:                   Soft Services Manager

Location:                       Lewisham Shopping Centre

weekly hours:             40 / Including rotation weekend working

Free parking on site 

Purpose of the Role:

To enhance and deliver service provision outputs ensuring that our Guests visiting Lewisham Shopping are surprised and delighted by their visit.

Key Responsibilities:

• Lead and Motivate security and cleaning team.
• Lead by example following the GUEST standards.
• Accountable for mall zone cleaning and security standards.
• Day to day Management of the Security and Cleaning teams' performance.
• Involved in internal service provision and safety audits.
• Undertake regular walkabouts to ensure the appropriate allocation of staff on duty to maintain a clean, safe and secure shopping centre.
• Monitor and manage staff absence in consultation with Soft Service Manager.
• To support the Soft Service Manager, in providing, improving and cascading the Share your Thoughts and Mystery shopper data.
• Responsible for the implementation of weekly and monthly payroll, in a timely manner.
• Manage the day-to-day sub-contractor relationship and the onsite delivery.
• Ensure all reactive and scheduled tasks have been allocated, actioned and completed through the management systems such as Invida / Merlin and the daily report.
• Liaise with HR for all related enquiries and issues within the Internal Service Delivery Team. With adherence to company policies and procedure.
• To oversee the lost property policies and procedures for site, ensuring timely monitoring and disposal in line with guidelines.
• Attend and assist with team meetings with Centre management and staff briefing.
• Develop and empower Security and Cleaning supervisors including setting objectives and managing performance through the appraisal system.
• Pro-actively input, identify and plan for improvements around the agreed KPIs, working closely with the Soft Service Manager, to deliver the agreed objectives.
• Support the recruitment and selection process for full-time, part-time staff.
• Develop outstanding relationships with retailers, other departments and the onsite client team to aid excellent communication.
• Assist the Soft Service Manager, with management of equipment and materials for the department, with a keen eye on innovation.
• Accountable for health and Safety, systems, policies and procedure, incident reports within the Security and Cleaning delivery team.
• Ensure Daily/weekly housekeeping audits are carried out for all internal areas to include, washrooms, malls, storerooms, concierge desks and back of house corridors.
• Monitor guest feedback through all communication methods, endeavouring to ensure that the concern or issue is rectified and where feedback is not possible escalate to the appropriate person.
• Embrace the company culture through effective leadership.
• To work within the security protocols outlined by company procedures.
• familiarise and develop working knowledge of work with Lewisham Shopping operating systems.
• Conduct other duties deemed to be appropriate or necessary to post.
• To work with the HR and Compliance teams to provide support with adherence company policies and procedures. i.e. disciplinaries, grievances and risk assessments.
• To initiate, Engage and attend stakeholders meetings with BCRP / Brand partners / POLICE / Local authorities, as and when required

Essential qualifications and experience:

• A minimum of one year's experience in leading a team is essential.
• A minimum of two year's working within a facilities management or retail environment.
• A Minimum of one-year cleaning knowledge and Security experience is a required
• Must be experienced in using Microsoft, including Outlook and Excel.
• An understanding of HR policies and procedures.
• Willingness to undertake any further appropriate training
• IOSH Managing safety Required
• Non-front-line security licence Required
• Must be flexible to work weekends and evening when required