Job title: 

Site Name and Location: 

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Purpose of the Role

The Soft services support manager is responsible for assisting the Soft Services Manager in providing a safe and pleasant environment for our customers and tenants, through the monitoring of Health & Safety systems, procedures and the promotion of best practice through all tasks.  You will be expected to assist the Soft Services Manager to ensure the smooth running of the Centre and the Car Park preserving an environment where employees, visitors and property are safe and well-protected. The Soft Services support manger role is a Guest Experienced frontline role and expected to manage the staff accordingly.

Key Responsibilities

• Assist the Soft Services manager providing an excellent standard of Guest Experience, and through good leadership skills encouraging all Cleaning and Security operatives and Controllers to provide the same excellent service.
• Cover the Control Room as required in the event of holidays and sickness.
• To work the hours and shifts in accordance with conditions of employment.
• Duty Manager shifts as required, taking overall responsibility for the Centre in the absence of the Centre Manager.
• To monitor CCTV images of the Centre as instructed by Centre Management and ensure relevant statutory compliance.
• Assist in the preparation for audits and inspections.
• To carry out duties in accordance with instructions issued by Centre Management.
• To comply fully with the Health & Safety Policy for the centre.
• Monitor staff and ensure uniforms are worn and are to a high standard of presentation at all times. Ensure staff are presented as per the Assignment Instructions and any breaches are dealt with accordingly.
• Monitor and review the Security Controllers to ensure the correct completion and participation of the control room administrative tasks and continuity of service delivery over all the control room shifts.
• Assist the Soft Services Manager with scheduling of holidays and preparation of rota's for scheduled and unscheduled absences to ensure adequate cover to maintain a safe and pleasant environment for our customers.
• Complete annual Personal Development Reviews on all members of staff, making all such records available for examination.
• Schedule staff and oversee any specialist tasks such as promotions and specialist cleaning.
• Assist with the recruitment, training and supervising of customer service officers, security controller and Cleaners.
• Complete daily reconciliations to the agreed deadline and assist with other necessary paperwork as requested by your Line Manager.
• Ensure uniforms are always worn and are to a high standard of presentation. Ensure protective clothing and equipment is worn (as required) and that these items are fit for purpose at all times.
• To ensure that the requirements of the Fire regulations are strictly complied with.
• To assist with the implementation of the Centre's Emergency Plan and Evacuation Strategy in the event of an emergency.
• To ensure that the Rules & Regulations of the Centre are complied with at all times
• Ensure that all incidents are recorded in Incident Log and online reporting systems.
• Ensure that contractors arriving on site adhere fully to the centre procedures for contractor management.
• Ensure that the centre is a safe and pleasant environment.
• Assist with enquiries from tenants and members the public when requested.
• To be aware of and abide by all rules, terms and conditions of the company.

Customer Focus:  

• To have our customers' welfare and guest experience at the forefront of your mind at all times.  
• Take every possible step to go ‘above and beyond' in delivering guest experience.  
• To provide a friendly welcome/farewell to every customer, where relevant, and be aware of any potential ‘added value' services you can give.  
• Ensure all activities reflect and support the Buchanan Galleries brand.  
•  To answer the telephone in a polite and courteous manner being confident in the agreed method of handling customer telephone enquiries. 
• To deal with customers at the Control Room service window being confident in the agreed method of dealing with customer enquiries.
• To handle customer complaints in a timely, professional and courteous manner.

Skills, Knowledge and Experience

 Essential

• Reliable, helpful and well-presented and with excellent people skills.
• Ability to work in a team, or alone under the direction of Centre Management.
• Pleasant manner and efficiency in relaying messages and taking instructions.
• Excellent communication skills.
• Ability to deal with confidential information.
• A calm disposition.
• Able to work under pressure.
• Careful and conscientious with an aptitude for attention to detail.
• Confident enthusiastic personality.

Desirable

•  To have good working knowledge of CCTV Operations and CCTV Compliance. Also to have the skills to source relevant information quickly and efficiently.
• Previous experience of managing Cleaning operation.
• SIA License desirable.
• IOSH Managing Safely qualification.
• First Aid qualification.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as deemed necessary from time to time.