Overview
Join to apply for the Soft Services Manager role at OCS.
About The Company
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our TRUE values are Trust, Respect, Unity, and Empowerment.
About The Role
Shift Pattern: Predominantly Monday to Friday; flexibility to complete at least one weekend per month.
To ensure the profitable, efficient and safe operation of the cleaning, security, customer service and car parking contract within the specified site(s). To provide a quality and innovative environment to all team members, customers, internal clients and tenants in accordance with company procedures. To deliver a quality service through teamwork, innovation, best practices, and a highly motivated and trained operations team. Work with support staff who are committed to the ‘One Team’ ethos to manage, retain and improve contract service delivery and develop a continuous improvement culture. To ensure the team is developed to meet succession planning needs and client requirements. Be flexible in working patterns and participate in a rotational basis alongside the Management Team (including duty management duties). Aim to create a happy, satisfied, fully synchronized team and the best possible customer experience in the shopping centre.
Health & Safety – Take direct management responsibility for the health and safety of yourself and others affected by your work activities; own and implement the Health & Safety plan for your area.
Responsibilities
* Manage, co-ordinate and lead the cleaning, security and customer services team, optimizing resources, and exercising budgetary control to achieve performance, quality service and client objectives.
* Develop, implement and monitor service level agreements (SLA) and key performance indicators (KPI), including customer satisfaction and benchmarking for continuous improvement.
* Develop and implement robust processes to ensure operational activities are structured, professional and client-focused.
* Maintain appropriate staffing levels with necessary skills; provide training and development to ensure competency.
* Promote a one-team ethos across the centre to enhance the customer experience from entry to exit.
* Participate in activities and networking to raise the profile of OCS; some activities may be outside normal office hours.
* Keep up to date with industry practices, legislation, and codes of practice to ensure compliance and best practice delivery.
* Oversee the customer service team and align with the client’s business objectives.
* Liaise with internal and external bodies to ensure compliance with ISO quality systems and health & safety.
* Recruit, develop and manage performance of onsite staff to meet client requirements.
* Inspect uniforms and maintain cleanliness standards; conduct regular audits and report findings to management.
* Produce monthly client reports aligned with KPI targets for security and customer services.
* Attend external meetings with clients or partners as required.
Essential Qualifications & Experience
* Previous experience in a similar role
* Experience in a retail environment; retailer liaison
* Excellent communication and customer service skills
* Proven track record of continuous improvement and delivering customer service with appropriate margins
* Hands-on operational experience and strong client relationship management
* HR management experience, particularly in organisational change
* Experience in developing a customer-focused service culture
* Proven ability to motivate, develop and retain a workforce
* Innovative decision-making and idea development
* Strong communication skills across all levels
* BICS qualified or equivalent; highly literate and numerate
* Good IT skills; understands budgets and basic accounts
Desirable
* Dual SIA Licence (CCTV / Manned Guarding)
* Experience in a retail environment
* Well-developed IT skills; conflict management training
* Auditing experience; professional or further qualification in Security Management
* CRC, MIM training; IOSH or NEBOSH certificate (OCS will train if not)
* IWFM/BIFM
How To Apply
If you are interested in joining a business that encourages professional development and career progression, please click apply and register your interest. You can also sign up to our job alerts when registering to be notified of other vacancies. We are an equal opportunities employer and welcome applications from all backgrounds to deliver our goals.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Other
Industries
* Facilities Services, Hospitality, and Outsourcing and Offshoring Consulting
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Locations mentioned: Stockport, Bredbury, Manchester, Macclesfield, Heywood, Buxton, Rochdale, Swinton, Knutsford, Stoney Middleton, Salford, Bramhall, Sale, Ashton-Under-Lyne, Crewe, Old Trafford, etc. This listing may include multiple sites and locations.
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