Job Description
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
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