Soft Services Manager
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| Job Type | Permanent Full Time |
| Location | Watford, Hertfordshire |
| Area | Hertfordshire, England |
| Sector | Commercial - Operations |
| Salary | £40000 - £400000 per annum |
| Start Date | ASAP |
| Job Ref | SSM_1649323057 |
- Description
- Soft Services Manager Required for a busy Shopping Centre in Watford.
The Soft Services Manager is to ensure the overall smooth operational running of the Centre, by overseeing all Security, Cleaning, Health & Safety operations within the Shopping Centre including those dictated by statute. The Soft Services Manager will also work very closely with the Centre Operations Manager in the discharging of their duties including overseeing the maintenance staff &/or contractors at the Shopping Centre during their absence.
Key Responsibilities
*To take responsibility for the day to day management of both the Cleaning and Security operations for the Scheme with the support of the Centres Cleaning and Security Managerial/Supervisory Staff.
*Ensuring robust and consistent operational procedures are in place and adhered to within both the cleaning and security teams.
*To take ownership of service delivery to agreed standards and being fully accountable for the management of both the Cleaning and Security operations.
*To lead, motivate and inspire all direct and indirect reports and to proactively support all team members.
*Take ownership of the Soft Services Service Charge Budget ensuring spend is kept to the agreed level. Budget setting for following years inline with business needs.
*To be highly focused on the achievement of all business objectives and excellence as standard.
*Ensuring all onsite documentation is maintained to the highest standard to include documentation related to all current relevant legislation including the compliance and audit regulations.
*The post holder must be an operationally minded decision maker with strong leadership skills; they must be flexible and readily embrace change.
*Particular strength will be required in people management so that operatives and teams are working in partnership to deliver operational excellence.
*Strong communication skills and the ability to build relationships are also essential.
*Liaise with tenants to ensure compliance with Tenants Handbook in particular with regards to shop fascia lighting, shop front cleanliness, refuse management, key holders.
*To ensure that the Operations Report is accurate up to date at all times.
*Ensure compliance at all times with operational standards.
*Maintain Health and Safety (H&S) procedures, policies and operations of the Centre to the highest possible standards at all times.
*Attend all management meetings and other meetings as requested by Head Office.
Security, Cleaning, H&S operations
*Ensure that the day-to-day running of the Centre is carried out effectively and efficiently, that the personnel working for the Centre are discharging their duties and provide assistance where necessary.
*Ensure that all personnel complete duties to the highest standard and are well presented.
*Manage operatives in the cleaning of the service areas.
*Ensure that security operatives control delivery vehicular traffic in delivery areas and service yeards.
*Ensure all accidents and near misses are recorded and serious incidents that occur.
*Attend all serious incidents within the Centre and take control as necessary.
*Control and re-order first aid kit supplies ensuring that there are sufficient staff on site to administer first aid, as and when needed.
*Maintain the emergency 'Grab Bag' and monthly checks of same.
*Ensure that fire and H&S regulations are adhered to in all parts of the Centre by inspection, checking the signs, advising on defects, improvements required, etc.
*Monitor and maintain H&S Records in accordance with the frequency required by the site H&S manual.
*Patrol the public areas on a regular / irregular basis throughout the day checking on cleanliness, maintenance, landscaping, security etc.
*Ensure compliance with all statutory requirements and codes of practice, H&S requirements.
*Maintain overall control of the security operations, paying particular regards to incident response and customer care.
*Maintain overall control of the cleaning operations to ensure a consistent and high standard of cleaning throughout the scheme and back of house areas.
*Maintain overall control of the waste management systems in place ensuring effective waste management and controls.
*Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
*Ensure that daily checks are undertaken in all areas within the Centre and that all necessary remedial works are undertaken within a reasonable time period.
*Assist the Health & Safety Manager to ensure that all H&S / insurance documents are updated and kept on site in respect of the retained contractors.
*Ensure that H&S policy is complied with at all times.
*Control and monitor the keys for the Landlord's / Common Areas of the Centre.
*Ensure that Operatives deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.
Skills, Knowledge and Experience
Candidates will be required to demonstrate the following:
Essential
*Experience in the provision of maintenance services to a busy environment visited by members of the public.
*Experience in Management of security, cleaning and maintenance staff.
*Experience in setting up and administration of detailed record keeping systems.
*Knowledge and/ or experience managing services to an agreed budget.
*Able to work on own initiative and meet tight deadlines.
*Excellent communication skills.
*Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.
*IOSH or NEBOSH Health & Safety qualifications.
Desirable
*Operational experience within the retail sector at senior supervisory or managerial level.
*Ability to use full range of Microsoft applications: Word, Excel, PowerPoint, Outlook.
*First Aid qualification.
*Liaison with Police, Fire and Government Enforcement officers.
*Be able to focus on delivering results through promoting & championing business transformation & continuous improvement.
*To have an in-depth understanding of the Industry Best Practices including the implementation of improvements as approved by the Centre Manager.
*Ability to achieve the highest standards in all areas of customer service by promoting & facilitating innovation wherever possible.
*Champion the 'Best in Class' ethos within the disciplines by leading through example and the application of acute attention to detail to all aspects within the role of Soft Services Manager.
If this Soft Services Manager is of interest to you - Then please apply today with your updated CV or call Carly on 02036685680 ext 113.
