JOB DESCRIPTION

JOB TITLE:       Soft Services Manager

LOCATION:  Westwood Cross Shopping Centre

MAIN PURPOSE OF ROLE:

As the Soft Services Manager you will be required to manage the delivery of the Security & Cleaning contracts to the standards required of MITIE to a retail Shopping Centre outlet.

Both internally and externally you will be required to ensure that the site, Management Centre, all public areas including all associated service yards/roads, loading bay, toilets, common areas and back of house areas are fully secured and cleaned to a level of service which exceeds the client's expectations and are safe through a planned and proactive management program.

KEY RESPONSIBILITIES:

• To manage the delivery of the contract in line with company policies and procedures
• Manage all aspects of the MITIE colleagues including, training, H & S, development and welfare at work
• Ensure all licenses and vetting for security teams are in place and updated accordingly

• Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to

do the job

• Complete budget forecasts and manage all costs tracking expenditure to meet budgets and match P & L forecasts using the budget tracker documents
• Ensure high standards are achieved at all times, being flexible to meet the changing operational needs on a

continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered

• Provide professional support to the business in service-related matters and to the client in all contract matters
• To control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is maintained at all times
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all site

staff

• Carry out daily centre audits to ensure high standards of cleanliness and a safe/secure environment is evident throughout the centre at all times
• Manage recruitment, induction training, developing and retraining of staff, to include customer service training
• Ensuring all staff employed by MITIE are competent to carry out their role
• Ensure adequate quality performance measures (KPI's/SLA's) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
• Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements
• To plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix
• Prioritize all incidents ensuring all key personnel are kept fully informed at all times
• Ensure strict compliance to the Data Protection Act and associated regulations
• Deliver excellent leadership, communication and motivation to the site-based team including communicating on a

daily basis so that a sound communication channel exists in order that team goals can be achieved

• Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis
• Lead the team in the identification of training needs and ensure accurate site records are maintained at all times
• Ensure any night/pm activity is correctly supervised and measured
• Provide weekend Duty cover as required by the client
• Manage the incident and accident reporting procedures
• Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics
• Complete all company paperwork as required
• Conduct return to work interviews and perform absence management processes as required
• Ensure all team members carry out their duties in a correct and timely manner in accordance with the cleaning

specification and to BICS standards

• Support the client's environmental objectives
• Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client informed at all times
• Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client.
• Ensure all team members are familiar with and adhere to the company's & client's onsite health and safety policies and procedures
• Ensure sufficient staff and equipment are available to meet all events requirements
• Ensure regular communication and  engagement  sessions  are  in  place  to  inform  all  (including  the  centre

management) of all relevant information

• Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with MITIE policy and procedures
• Foster and maintain excellent relationships with all parties on site including occupiers,
• Ensure we maintain a “one team” approach with the centre management team
• All items of expenditure are to be either agreed and approved by the client in an open book format
• Ensure that all administration requirements of the client are met correctly
• Attend the monthly management meeting with Centre Management
• Promote the MITIE and Client brand at all times
• Undertake any reasonable duties as requested to meet the needs of the client and MITIE Support Services

Person Specification:

• Ability to communicate and engage effectively, with a wide range of audiences including clients, carers, staff and other professionals.
• Ability to compile clear and concise written reports.
• Budget management skills.
• Problem solving and decision-making skills.
• Ability to manage resources.
• Leadership skills which will include the ability to effectively manage change.
• Computer skills, specifically in relation to using Outlook and Word.
• Good time management and prioritization skills.
• Prepared to work shifts (including weekend/nights).
• Good customer service skills
• Experience in working in a retail operational
• Will work shifts on rota

Essential skills

• Sound Leadership skills
• Good Communication skills
• Good Interpersonal skills
• Ability to show initiative and responsibility
• IOSH Qualification or equivalent H&S qualification
• Security Qualified (SIA) and Knowledge of industry best practice & CCTV license
• Aptitude to receive and deliver training effectively
• Deal with customers internally and externally
• Be able to take responsibility
• Good working Knowledge of Cleaning & Support Service Industry
• Experience of Security Services
• Flexible approach and will be working flexible shift patterns
• First Aid and Incident Management
• Fire Marshal

HEALTH & SAFETY RESPONSIBILITIES

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.