Assistant Soft Service Manager – Mitie Cleaning & Hygiene Services
Position Overview
Mitie is seeking an experienced Assistant Soft Service Manager to manage the delivery of a 5* customer experience in high profile client buildings across Birmingham. The Manager will develop and implement a strategic, customer‑focused approach, maintaining and improving standards within the business with specific accountability for the Front of House, Mailroom/Logistics and Cleaning teams, including our strategic catering supplier partner Gather & Gather.
Responsibilities
* Lead the Soft Service line teams to maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience.
* Develop and grow the business by encouraging a proactive and strategic business development attitude at all levels of employees.
* Appoint Managers within your region and oversee the appointment of personnel, providing recommendations for recruitment, promotion and training.
* Support, lead and motivate all Managers and team members, managing people development and succession planning to ensure opportunities are created and key personnel retained.
* Ensure all activities are carried out in accordance with statutory requirements and corporate policies, including Health & Safety, Quality Assurance and Employment Legislation.
* Maintain the highest standards of presentation, personal integrity and customer support.
* Build and maintain strong working relationships with key stakeholders in FM & Client Teams.
* Carry out monthly audits in line with the QHSE plan and establish targets, ensuring KPIs and SLAs are met.
* Optimise opportunities to exceed budgeted targets, maximising sales, profits and customer satisfaction.
* Respond to audits to ensure continual improvement and review the supply chain partners to meet service needs.
* Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
* Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improving performance and enhancing tracking.
* Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
* Liaise with client personnel and end users to ensure a high standard service delivery.
* Investigate, manage and assign customer complaints and compliments in accordance with site collaborative procedures, escalating to the appropriate manager.
Qualifications & Experience
* Minimum 2 years in a multi‑site soft service management role within a large‑scale commercial soft service operation.
* Relevant experience working in a large‑scale commercial soft service operation, maintaining a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
* Previous experience in Soft Services Management and Operations within real estate.
* Excellent Leadership, Organisational, Communication, Interpersonal and Influencing skills.
* Statutory/H&S Compliance competency and understanding.
Desirable
* IT literate and structured problem solving.
* Health & Safety trained – Minimum IOSH managing safety.
* Knowledge of Building services advantageous.
* Previous experience of working in a diverse service delivery team.
* Strong health and safety background.
* Experience of growing the business through organic growth and new business.
* Previous experience within the public sector.
* Financial forecasting, budgeting and analysis skills.
* Positive outlook, self‑motivated and result‑oriented.
Benefits
* Virtual GP, salary finance scheme and flexible lifestyle benefits platform (Choices).
* Life cover up to four times your salary, enhanced pension contributions and a Mitie Matching Share Plan.
* Mitie Stars recognition programme, monthly cash prizes and a top prize of £10,000.
* Access to high street discounts through MiDeals and a cycle‑to‑work scheme.
* Diverse training and development opportunities with Mitie’s comprehensive learning resources.
Application
To apply, click Apply Now. If you have a disability or long‑term condition, please let us know by emailing Shradha Singh at shradha.singh@mitie.com.
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