Contract: Full time
Reports into: Soft Service Area Manager
Hours: 40hrs inclusive of Weekend working on rotation (1 in 4)
Salary: Upto £51k (annual increase)
KPI Performance related Bonus every 6 months
Location: Southside Shopping centre
Free Parking available on site
Role Responsibilities
* To support the centre to deliver best in class standards and guest experience by implementing appropriate policies, processes, audits and check sheets.
* Oversee and support the delivery of the soft services, facilities management functions across the Shopping centre – this includes internal and external areas within the land of the site.
* Strong engagement with the onsite teams from Elevate to ensure sustainable practices are administered with all team members considered in the procurement of goods, services and equipment.
* Align FM / Estates Team with the Elevate business plan goals.
* Support and take responsibility for the Management System for the business in line with ISO and British Standards, working the regions closely to obtain support from QHSE, H&S and ESG.
* Liaise closely with teams outside the estate to understand what is happening in the wider City area and how that may impact works or events at the estate.
* Support on the reporting of all facilities management matters including but not limited to standards, compliance, contractor management, KPI's etc. Drive the use of technology to bring factual real‑time data and use the tools provided: Merlin, WP+, data insights team, Client share and Landsec protect.
* Support financial management for all operational budgets whether service charge or non‑recoverable.
* Work with members of the Senior Leadership team to develop strategies and implement them within the FM / Estates Team and be a champion of those strategies.
* Ensure that the FM team have the correct knowledge, equipment and training to deliver their role to a market‑leading standard.
* Keep up to date with legislation and regulations that affect the estate to ensure its competitive advantage.
* Lead performance reviews and clear goal setting for all direct reports, encouraging and inspiring managers to conduct excellent performance reviews and personal development with their team members. Utilise the core values of Mitie One Code and Elevate principles.
* Oversee, manage and deliver operational procedures, schedules and processes for the team, continuously reviewing to ensure best practice, statutory compliance and the delivery of a world‑class customer experience.
* Protect asset value by outstanding, proactive and cost‑effective operational performance.
* Take charge of recruitment completed professionally and in line with team/divisional/company goals, thinking strategically about future needs and in line with our diversity goals.
* Ensure all members of the operational team deliver excellent customer service to all stakeholders.
* Support team members in career development via training (to ensure high skill levels both technically & behaviourally), coaching, mentoring and the promotion and succession/talent processes.
* Undertake on‑call responsibilities as part of the estates Management Team.
* Undertake and execute any other reasonable duties as requested by the Senior Leadership team.
* Ensure KPIs are completed and delivered on time, meeting the objectives.
* Build strong relationships with contract clients and external stakeholders and conduct audit inspections.
* Monitor performance against SLAs and security, cleaning specifications.
* Manage direct report personnel and ensure health & safety compliance.
* Follow statutory fire and safety regulations to mitigate risks.
* Ensure service delivery across the contract and contracts aligns with company policies and procedures (HR, QHSE, RTW, vetting, compliance).
What we’re looking for
* Previous soft service management experience required.
* Excellent customer service and communication skills.
* Strong organisational and time‑management abilities.
* IT literacy, especially in Microsoft Office.
* Full UK clean driving licence (company car provided).
* IOSH Health & Safety qualification desirable.
The ideal candidate would have proficient IT skills including MS Word and MS Excel, be organised with the ability to multi‑task, prioritise and manage competing demands, and have a strong understanding and respect for confidentiality. If you are successful in this role, a company car will be provided, so a full UK clean driving licence is required.
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