Soft Services Manager

About The Role
We are currently recruiting for a Soft Services Manager to join our passionate and driven Soft Service team based at our client's site at Drake Circus Shopping Centre, Plymouth

You will help oversee budgets, negotiate with suppliers and contractors, and improve operations overall.

Summary of the Role

Leadership of the Soft Services contract teams, to efficiently deliver facilities solution at Drakes Circus Shopping Centre, whilst driving a culture of continuous improvement heavily focused on our people and teamwork. Responsible for motivating, training, recruiting, managing, and mentoring a team of staff and Management Teams to get the best out of every situation. Ensuring Drake Circus is driving value for money for the services required and identifying opportunities to positively influence the experience of all stakeholders wherever possible. To foster a true partnership philosophy amongst the entire team.

Ensuring the House Keeping and Security teams are managed within contractual obligations and always performing to highest levels of quality and service. Deliver all services in full compliance with all Health, Safety & Environmental regulations.

To undertake, on a rotational basis, the role of estate Duty Manager, ensuring coverage during operating hours. Provide leadership and direction, to assure the expected standards and policies are followed and maintained.

Responsibilities

• Responsible for the Security, Housekeeping and Customer Services delivery across the Drake Circus Estate including Barcode and the nighttime economy.
• Drive environmental and community strategies within the Teams, including supporting business and client Objectives.
• Drive initiative to ensure highly positive team and retailer engagement.
• Ensure exceptional Customer service delivery to enhance the customer experience making the Drake Circus Estate and Barcode a place people prefer to visit.
• Total responsibility for facilities management services within the agreed annual budget
• Managing, training, mentoring, and implementation of HR policies to achieve the best the onsite OCS facilities services team.
• Monitoring of subcontractor's SLAs and KPIs including OCS target responsibilities Liaise with Regional Manager in producing and managing the OCS site budget. Liaise with Finance Team regarding development and reconciliation of budget.
• Monitor facilities related spending against budget, forecast and variable spend.
• Review facilities supplier contract agreements and commercial terms and conditions.
• Ensure compliance with Health & Safety and Environmental legislation in line with the company ISO:45001 and ISO:14001 accreditations, policies & procedures.
• Regular facilities update meetings with both Client and OCS site-based staff.
• Develop effective relationships with client ensuring their satisfaction with service delivery and meet regularly with your Account Director.
• To assist in the development of business initiatives including contract renewal strategy, contract management plan and customer improvement plan.
• To lead excellent communications throughout the contract and to champion the motivation for all staff. Being prepared to undertake any such duties, which may be necessary to ensure the successful operation of the contract and the good name of the Company.
• Updating and collating information for Client reporting via KPI dashboard, monthly & quarterly reports.
• Facilities contract reviews
• Key liaison with client
• Monitoring of Concept Evolution helpdesk system or relevant CAFM system and the associated performance
• Responsible for own administration
• Ensure all activity and processes are carried out in line with the company operations manual in line with the company ISO:9001 accreditation, policies & procedures.
• To ensure all work is carried out in a safe, proper and thorough manner taking into account Health & Safety and Environmental legislation, Incentive FM policies and procedures, risk assessments and method statements.
• Participate in and ensure timely close out of actions from both internal and external audits.
• Maintain confidentiality in all aspects of client and staff information.

Authorities

• The job holder will have control of a direct budget.
• Responsibility to recruit, train and discipline staff as required in line with company policies and procedures.
• Develop the service delivery within the agreed budgets.

Skills and Experience

Good experience of working within a customer facing environment is a requirement for this position along with exceptional administration skills. Specific competencies within this general requirement include the following:

• Excellent communication and interpersonal skills.
• Excellent organisational and influencing skills.
• Minimum 5 years' experience at Management level.
• Minimum 2 years' experience of facilities management within a retail or leisure environment or a candidate who has run highly successful large retail teams.
• Relevant H&S Qualification (IOSH, NEBOSH etc).
• Must be able to work on own initiative with a proactive and flexible attitude.
• Must have a smart professional appearance.
• Articulate and has the ability to communicate effectively with the clients and the IFM teams.
• Organised individual who can demonstrate a record of planning and managing workflows.
• Able to demonstrate an understanding of high-quality service delivery and their impact on this.
• The ability to be agile and flexible to meet the needs and demands of the role.
• Excellent time management organisation and focus on ability to prioritise and multitask with clear ability to focus on detail.
• Experience of working and building partnerships with clients.
• industry knowledge.

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