Join to apply for the Soft Services Manager role at OCS
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 commitment to doing business the right way is rooted in our TRUE values – Trust, Respect, Unity, and Empowerment.
About The Role
Working Pattern: Weekdays with call‑out rota for ¼ weekend. The role is responsible for ensuring the profitable, efficient, and safe operation of the cleaning and security contract within The Meadows Shopping Centre, delivering a quality and innovative environment to all team members, customers, internal clients, and tenants in accordance with company procedures.
Responsibilities
* Manage, coordinate and lead the cleaning and security team function, optimizing the use of internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.
* Develop, implement and monitor service level agreements (SLAs) and key performance indicators (KPIs), including customer satisfaction, benchmarking, and continuous improvement.
* Develop and implement robust processes and procedures to ensure all operational activities are carried out in a structured, professional, client‑focused manner.
* Drive a one‑team ethos throughout the centre and ensure all OCS staff work together to enhance the customer experience from entry to exit.
* Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations, particularly ISO quality systems and health & safety.
* Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements.
* Produce monthly reports for the client, aligned with the KPI’s for security and customer services.
* Attend external meetings on behalf of the client with service partners, police and local business forums as required.
Essential Criteria
* Previous experience in a similar role.
* Experience operating within the retail sector and understanding of retailer liaison.
* Proven track record of continuous improvement achievement.
* Proven track record in delivering effective customer service while maintaining appropriate operating margins.
* Evidence of hands‑on operational experience and successful client relationship management.
* Evidence of HR management skills, particularly in relation to organisational change.
* Successful track record in developing a customer‑focused service culture.
* Capability to motivate people to develop new concepts and procedures.
* Capability to communicate and sell new ideas and working conditions at all levels.
* BICS qualified or equivalent.
* Good IT skills.
* Understanding of budgets and basic accounts.
Desirable Criteria
* Dual SIA Licensed (CCTV / Manned Guarding).
* Experience working in a retail environment.
* Well‑developed IT skills.
* Conflict management training.
* Auditing experience.
* Professional or further qualification in Security Management.
* CRC.
* MIM training.
* Hold an IOSH or NEBOSH HH Certificate (OCS will train if not).
How to Apply
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people, please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Facilities Services
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