AddressAbout The Role
Soft Services Manager
OVERVIEW OF JOB DESCRIPTION
The main purpose of the job is to provide a professional, comprehensive Facilities Management service to the client including management of all Cleaning and Security Services for busy shopping centre location in the heart of Ilford Town Centre
Main Duties & Responsibilities:
- Responsibility for the Soft Facilities Management for Exchange Shopping Centre
- Line management responsibility for Duty Managers
- Leading, coaching, developing, and mentoring to onsite cleaning and security teams
- Strategic planning and innovation development to enhance services across service lines
- Delivery of all client and contractor KPI and SLA targets
- Management of operational budgets, with a focus on innovation and achieving more with less.
- Support the Centre with the management of delivery of sub-contractor activity including health and safety and quality of works including Permit to Work and Compliance Checks
- Ensure compliance with Health & Safety legislation and ensure site procedures are implemented and operated to, including high risk areas such as the roofs.
- Lead an annual security and cleaning audit, and support centre accreditation audits.
- Application of site specific SeMS.
- Support the monthly delivery of a site risk advisory group (RAG).
- Participate in Security Risk Assessments
- Liaison with client and development of a positive relationship
- Ensuring contract is delivered including weekly hours, cleaning, and security operational
compliance. Reporting any variance with evidence.
- Monitor staff performance, attendance, timesheets and overtime allocation, a key focus on building stability and continuity in the roster.
- Ensure the overall effectiveness and efficiency of security, cleaning and customer care provision focussing on the Customer and Guest experience.
- Drive a one team culture across all colleagues on site while enhancing positive guest interactions for all customers on site, feeding back and taking action.
- Manage recruitment and selection of new staff and be responsible for administering the Company’s disciplinary procedures through working with the Contract and Duty Managers to deliver.
- Manage development plans for Duty Managers and Supervisors on site to ensure succession
planning and training plans are delivered.
- Complete quarterly and half yearly appraisals on members of site security and cleaning and making all such records available for examination.
- Mentor security and cleaning teams on their appraisals and advise them on how to improve their
performance on a monthly basis.
- Ensure close liaison with the local Police, Bid, Council and encourage communication and proactive engaged approach including threat and rough sleepers.
- Co-ordinating events and attendance on site for all events.
- Deliver HR Management on site in relation with the HR team, ensuring any process and procedure.
Person Specification:
- Excellent team working and team motivational skills. Developing a one team culture with high team morale is a priority within the role.
- Ability to work on own initiative proactively and with the minimum of direction.
- Ability to analyse problems and to implement solutions.
- Strong literacy and numeracy skills.
- Ability to communicate confidently, clearly, and effectively, orally and in writing.
- Ability to write concise, logical, and accurate reports and procedures,
- Proven time management and organisational skills with excellent attention to detail.
- Excellent interpersonal skills, with the ability to handle sensitive issues sympathetically and
effectively. Ability to engage persuasively with staff at all levels across departmental and
organisational structures.
Skills
- Excellent communication and interpersonal skills
- Excellent organisational and influencing skills
- Minimum 2 years’ experience at Management level
- Minimum 2 years’ experience of facilities management within a retail environment
- Relevant H&S Qualification (IOSH, NEBOSH etc.)
- Excellent IT literacy skills in MS Outlook, Word, Excel and PowerPoint
- Must be able to work on own initiative with a proactive and flexible attitude
- Ability to multitask and prioritise Must have a smart appearance
- Understanding of key facets in Soft Services management, including security and cleaning preferred.
- Commercial and financial awareness, with good numerical and IT skills.
About Us
Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work.
We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success.
Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community
