Dual Soft Services Manager

JOB TITLE: Dual Soft Services Manager

LOCATION: Fort Kinnaird, Edinburgh

WORKING HOURS: 40 hours per week, 5 out of 7

SALARY: Competitive

You will be required to oversee the daily operational delivery of security, maintenance, and cleaning services to the premium standards that both ABM and Fort Kinnaird management expect.

The Dual Services Manager will effectively assume complete responsibility for the contract on a day-to-day basis with a dotted line to the ABM General Manager for Senior Management support.

Both internally and externally you will be required to ensure that the shopping malls, Centre Management Office, all public areas including all associated service yards/roads, toilets, common areas and back of house areas are fully secure and cleaned to a level of service which exceeds the clients’ expectations and are safe through a planned and proactive management program.

ABM UK operate in an honest and integral manner, meeting our clients’ demands in the best way possible. We concentrate on putting people first – the client team, our employees, and our customers. We believe in being open about what we do and how we do it. We are passionate about getting things right first time and delivering value for money. We also concentrate on getting the job done to the highest standard and everything we do is backed up by the quality of our service, our proactive relationship with the client, the creativity of our ideas and the direct approach we take.

Main Duties & Responsibilities:

This role will include a variety of tasks including the following:

• To responsibly manage the Soft Services at Fort Kinnaird in line with company policies and procedures.
• Line manager to 2 direct reports, oversee the daily operation of the security team including control room operators & security officers and oversee the daily operation of the cleaning & maintenance teams onsite to ensure all operations are fully compliant.
• Provide essential operational support to the Centre Management Team.
• Ensure both Security and Cleaning teams exceed service level agreements and exceed KPI’s monthly.
• Where appropriate support Management and liaise with internal and external stakeholders.
• Support programs relating to all aspects of the colleagues including training, H & S, development and welfare at work.
• Ensure all licenses and vetting for security teams are in place and updated accordingly. Report and update on the status of each.
• Drive and develop the team in relation to Security Skills/Emergency Response coaching and needs.
• Ensure high standards are always achieved, 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 the client in all contract matters.
• To control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is always maintained.
• Carry out daily audits to ensure high standards of a safe/secure and clean environment is evident throughout at all times. Compile a daily report on this audit to ensure that any issues are highlighted to the management team.
• Actively manage recruitment, induction training, developing, and retraining of staff, to include customer service training. Ensuring all staff employed are competent to carry out their role. Fully responsible for ensuring customer service standards are met, working closely with the other Site Duty Manager to ensure that any new standards and relevant training are implemented.
• 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 that all security requirements are compliant.
• 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 always kept fully informed. Guide staff through the reporting procedures and ensure that records are maintained.
• Ensure strict compliance to the Data Protection Act and associated regulations.
• Deliver excellent leadership, communication and motivation to the team including communicating daily so that a sound communication channel exists in order that team goals can be achieved.
• Ensure objectives, performance reviews and toolbox talks are completed monthly. Circulate information on toolbox talks, and keep the wider team updated.
• Ensure staff on-site are fully conversant with their individual tasks.
• Ensure any night/pm activity is correctly supervised and measured.
• Manage the incident and accident reporting procedures.
• Ensure all HR related cases specific to staff onsite are followed up and actioned, in line with ABM policies & procedures, with the support of ABM Human Resources department.
• 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 security and cleaning specification.
• Manage the maintenance and correct/safe usage of all equipment on site ensuring any faults are

reported and resolved as a matter of priority, keeping the client always informed.

• Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and

sufficient stocks are always maintained.

• 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 relating information.

• Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining

advice and guidance in line with ABM policy and procedures.

• Foster and maintain excellent relationships with all parties on site including retailers.
• Ensure we maintain a “one team” approach with The Centre management team and the ABM Team.
• Ensure that all administration requirements of the client are met correctly.
• Identify and implement actions to reduce energy consumption and ensure innovative proposals are shared with client as best practice where possible & available.
• Ensure monthly financial reporting to the General Manager is done timely & correctly at the end of each calendar month.
• Support the development of direct reports through performance development reviews & ongoing training/supervision.
• Attend the weekly management meetings & monthly KPI meeting with ABM Senior Management.
• Undertake any reasonable duties as requested to meet the needs of the client.

Essential

• Valid SIA License’s (Security Guard, Door Supervisor & CCTV) desirable, however candidate must work towards having SIA licenses if successful.
• Exceptional Communication, written and spoken.
• Minimum 5 years Security and Cleaning management experience desirable.
• IOSH/NEBOSH desirable.
• Experience of delivering security, cleaning, and associated services to a high standard.
• Good IT literacy skills.
• Strong customer service focus with attention to detail and understanding of mystery shopper expectations.
• Self-motivation, confidence, and enthusiasm.
• Flexible / supportive team player.
• Ability to work effectively and flexibly within a busy, dynamic working environment.
• Excellent interpersonal and organizational skills.
• Strong written and verbal communication skills.
• Confident and committed to providing a high-quality professional service.
• Focused on the delivery of excellence in customer service.
• Ability to prioritize work tasks.
• Ability to get on well with others and inspire respect and confidence.
• Ability to work under own initiative with a proactive outlook.