Job Title
Soft Services Manager
Employer
Mitie Cleaning & Hygiene Services
Reporting To
Account Manager
Our values and behaviours
Delivering the exceptional, every day
Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture – our core values and how we behave: We are one Mitie; we work as one to deliver a seamless, unrivalled service. We are all in it together; if we can help a customer or colleague in any way, we will. We are one Mitie. We are built on integrity and trust. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie. We go the extra mile. Our diversity makes us stronger. Our customers’ business is our business. We are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Behaviours
* Building Effective Teams
* Drive for Results
* Leadership Behaviours
* Influencing and building effective relationships
* Decision Making
Job Objectives And Responsibilities
To organise and manage the centres in accordance with and to the standards required by Mitie and the client. To be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry leading security service. Responsible for the management, development and training of all team members. Ensure the centre is compliant and run commercially in line with contract charges and requirements. Maintain and build the client relationship, ensuring communication between all parties is dealt with in a timely manner. Drive company and site performance to ensure the best service is received by the client and the client’s guests.
Main Duties
* Act as the Duty Senior Manager for the centre, taking full responsibility for centre operation and ensuring the centre is operated in accordance with the standard operating requirements. Support and manage all centre operations, including outside trading hours and weekends. Input and delivery of reports to the senior leadership team as required.
* Ensure a high level of Customer Service is delivered and maintained at all times.
* Lead in planning and Centre preparations for emergencies, supported by risk assessments and documented procedures.
* Rapidly assimilate information to enable a solution; make strategic decisions based on situational reports with clear communication and delegation.
* Remain flexible and apply innovative solutions to changing dynamics.
* Provide leadership, management and direction of all staff, ensuring health, safety and welfare, and compliance with Centre and corporate instructions.
* Initiate and manage regular risk assessments under Health and Safety at Work Act; implement corporate and departmental policies and procedures.
* In the event of incidents or emergencies, take charge and manage the situation in line with organisational aims.
* Manage contract supplies to optimize cost, quality and efficiency of service.
* Provide clear and timely communication to client, Mitie and other parties on key issues affecting operations.
* Ensure all incidents are logged and managed to completion; maintain standards of dress, safety and presentation.
* Complete required reports on all platforms in a timely fashion.
* Manage recruitment for the Security & Cleaning team to ensure adequate resourcing; maintain Manning and Workplace+ up to date; deliver training and meet training targets.
* Handle disciplinary, staff welfare, performance reviews, time and attendance per Mitie policies.
* Ensure contractual requirements are met and escalate concerns to the Account Manager.
* Manage KPIs and service level agreements; review monthly with the site client and complete actions in a timely fashion.
* Build a close, trusted relationship with all parties within the centre, including suppliers, retailers and Landsec staff.
* Design and implement strategic business plans in line with Landsec requirements and current legislation and quality requirements; represent Landsec and Mitie professionally.
Person Specification
* Knowledge of Health, Safety, Environment and Quality systems and safe systems of work.
* Experience in a Soft Services Management role.
* Enthusiastic, motivated and focused on excellence; initiative with drive for results.
* Organised, able to make robust judgments and prioritise.
* Honest, transparent and consistent; able to gain and hold respect of others.
* Flexible with a can-do attitude; strong commercial awareness.
* Ability to monitor and challenge processes; excellent communication and relationship skills.
* Excellent analytical skills to evaluate information and prioritise activity and ongoing communication.
* Resourceful and creative; able to deliver proactive initiatives within a large security department.
* Significant experience of managing people and challenging situations; excellent oral and written communication; senior presenting skills.
* Commercial awareness and management of a large security budget; strong influencing skills.
Health And Safety Responsibilities
* Follow Group and company policies at all times; report deficiencies in systems of work or equipment that may risk service delivery, health and safety or the environment.
* Use all work equipment and PPE properly; report issues or training needs to your Line manager or via the incident reporting system.
Information Security
* Ensure compliance with Mitie information security procedures; identify and report security risks; report actual and suspected security incidents.
Benefits
Our market-leading offering provides benefits that suit your lifestyle, including virtual GP, Salary Finance, lifestyle platform Choices with holiday options, MiDeals discounts, cycle-to-work, life cover, enhanced pension contributions, and employee recognition through Mitie Stars with cash prizes.
Recruitment and Inclusion
We are committed to inclusive recruitment. If you have a disability or long-term condition and need reasonable adjustments during the recruitment process, please email us.
Since 1987, Mitie has 76,000 employees and is a leading UK facilities management and professional services company serving a wide range of clients.
Join our Mitie Team. Together our diversity makes us stronger.
Application Note
* Apply Now
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Facilities Services
Note: This description consolidates the job information from the original posting; links and tracking lines have been removed to improve readability.
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