Soft Service Manager

Location: Westquay Shopping Centre

Salary: £55,000

We are recruiting for a brand new Soft Service Manager to lead and be the key point of contact for our Cleaning and Security teams across a large shopping centre contract. You will be responsible for the overall efficient and effective management of the Soft Services contract as well as ensuring the centre is compliant and run commercially in line with contract charges and requirements. 

Main Duties

• Act as (when required) the Duty Senior Manager for the centre, taking full responsibility for centre operation & ensuring the centre is operated in accordance with the standard operating requirements. Responsible for supporting and managing all of the centre operations both inside and outside of trading hours together with weekends.

• Ensure a high level of Customer Service is delivered and maintained at all times. 
• Lead in the planning and Centre preparations for emergencies, supported by risk assessments and documented, tried and tested procedures.
• Rapidly assimilate information from all available sources to enable a solution to the problem be reached. Make significant strategic rational and objective decisions based on the current situational report ensuring that decisions and actions are documented, are effectively communicated and delegated to relevant parties.  
• Remain flexible and applying innovative solutions to the changing dynamics of situations. 
• Provide exceptional leadership, management and direction of all staff, make the best use of all available staff and their skills considering their health, safety and welfare, ensuring that all actions are compliant with both the Centre and corporate documented instructions. 
• To initiate and manage regular reviews of the assessments of risk under Health and Safety at Work Act. Ensuring that corporate and departmental Health and Safety policies and procedures are implemented at all times. 
• In the event of an incident or emergency situation take charge, supervise and manage the situation applying the strategic aims and objectives of the client and Mitie. 
• To design and implement Strategic business plans to the benefit of the Mitie operation and in line with the client requirements ensuring they comply with current legislation, quality requirements. Ensuring that both the client and Mitie are represented in a professional and credible manner.

Person Specification

You will have experience working within a Soft Services Management or Leadership position previously, ideally within a commercial and large scale environment, managing large teams in Cleaning and Security. You will be an enthusiastic and motivational leader who strives for excellence and for results. You will also:

• Be organised, able to make robust judgements and prioritise  
• Hold strong commercial awareness and management of large budgets.
• Ability to monitor and challenge the use of processes 
• Excellent communication and relationship building skills. 
• Excellent analytical skills to critically evaluate the information gathered and prioritise activity and on-going communication 
• Resourceful and creative, able to deliver proactive initiatives within a large soft services team
• Significant experience of managing people and challenging situations 
• Excellent interpersonal skills, to liaise with all levels of Mite and client organisations.
• Must hold Door Supervisor licence