Job Role: Soft Services Manager (Security & Cleaning)
Status: Permanent, Full Time
Working Hours: 45 hours per week, working 5 days over 7 (including weekends)
Salary £40,000-£42,000 per annum depending on experience
Location: Liverpool, St Johns Shopping Centre, L1 1LY
Reporting to: Key Account Director
Overview
An exciting opportunity has arisen to join Anchor Group Services at a prestigious Shopping Centre in Liverpool.
The successful applicant will be responsible for overseeing the security and cleaning operations, ensuring the highest standards of service delivery, customer service, and compliance. Managing a diverse team, you will work closely with the Centre Management team to create a safe, clean, and welcoming environment for visitors, tenants, and staff and be an integral part of the duty management team responsible for overseeing the day-to-day management of the asset.
Main Responsibilities:
* Oversee and manage day-to-day security and cleaning
operations, ensuring smooth service delivery across the site.
* Lead and manage a team of security and cleaning staff, ensuring effective rostering, welfare checks, and ongoing training to maintain high service standards.
* Ensure compliance with health & safety, GDPR, and operational procedures, including the management of Control Room operations, CCTV systems, and key control processes.
* Conduct regular site audits, reporting on cleaning and security performance, and implementing necessary improvements.
* Act as the main point of contact for client relations, attending meetings, providing operational updates, and ensuring SLAs and KPIs are met.
* Support recruitment, staff development, and performance management, working closely with HR and senior management.
* Manage stock levels and procurement of cleaning consumables, ensuring cost-effective use of resources.
* Take a lead role in emergency procedures, coordinating site evacuations and supporting business continuity plans.
* Maintain accurate records, including incident reports, staffing records, and compliance documentation.
* Ensure a professional, customer-focused approach at all times, fostering a positive experience for visitors, tenants, and stakeholders.
Requirements
* Desirable to have retail/customer environment experience with a string understanding of flexible resource management.
* Act as a brand ambassador aligning with the culture of the wider St Johns Management.
* Experience managing teams in security and cleaning services.
* Strong leadership and people management skills with the ability to develop teams.
* Excellent communication and presentation skills, with experience engaging clients and senior management.
* Ability to manage change efficiently while maintaining high service standards.
* Strong problem-solving skills and the ability to analyse and resolve operational challenges.
* Knowledge of compliance, health & safety, and employment law related to soft services management.
* Proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint) and workforce management systems (Timegate, Zoho).
* Experience in recruitment, disciplinary processes, and risk assessment management.
* A flexible and adaptable approach with a strong sense of teamwork.
* Full 5-year checkable employment history.
* A valid frontline SIA Licence
Benefits
* Access to a range of nationally recognised courses to help further your career, via the Anchor Academy
* Access to SIA & First Aid training at discounted rates, with financial support available’
* Auto Enrolment Pension
* Wagestream – access to pay as you earn it
* Cycle to Work Scheme Available
* Free Employee Assistance Programme 24/7 including access to counselling
* Hospital Saturday Fund
* Reward and Recognition awards
If you think you have what it takes, APPLY NOW and we'll be in touch.
Other companies may call this role: Soft Services Manager, Security & Cleaning Manager, Facilities Manager or Contract Manager, Retail Facilities Manager (Soft Services), Cleaning & Security Manager, Customer Environment Manager, Store Support Services Manager, Retail Operations Support Manager, Security & Housekeeping Manager, Shopping Centre Services Manager, Retail Site Services Manager, Guest Services & Facilities Manager, Retail Environment & Presentation Manager, Cleaning and Security Coordinator (Retail), Retail Premises Manager (Soft Services), Retail Support Services Supervisor, Retail Safety & Services Manager, Retail Operations Compliance Manager,
Within commuting distance of: Liverpool, Wavertree, Bootle, Birkenhead, Speke, Huyton, Kirkby, Wallasey, Chester, Southport, St Helens, Wigan, Newton-le-Willows, Runcorn, Widnes, Wirral, Flintshire, Cheshire, Ormskirk, Bromborough, Knutsford, Warrington, Frodsham, Lancashire, Greater Manchester