Soft Service Manager – Cleaning and Security

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  • Post Date: 15/02/2024
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Job Overview



Bridge Recruitment

Job title: Soft Service Manager – Cleaning and Security

Job description: ​Role: Soft Service Manager – Cleaning and Security

Salary: £45k plus benefits

Job Status: Permanent/Full-Time

Location: London

Vacancy Reference: VR/05054

Role Description:

Bridge Recruitment are networking for a Soft Service Manager to join the Team of one of our clients, a high profile Facilities service provider supporting customers across the country. As Soft Service Manager, you will be responsible for contract management within a shopping centre so retail experience is necessary. You will manage all aspects of training, health and safety and welfare and development at work. The ideal Soft Service Manager will have proven knowledge of security services, and the cleaning and support service industry, along with an SIA qualification.


Manage the delivery of the contract in line with company policies and procedures

Manage all aspects of training, H & S, development and welfare at work

Ensure all licenses and vetting for security teams are in place and updated accordingly

Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to do the job

Complete budget forecasts and manage all costs tracking expenditure to meet budgets and match P & L forecasts using the budget tracker documents

Provide professional support to the business in service-related matters and to the client in all contract matters

Control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is maintained at all times

Carry out daily centre audits to ensure high standards of cleanliness and a safe/secure environment is evident throughout the centre at all times

Manage recruitment, induction training, developing and retraining of staff, to include customer service training

Ensure all staff are competent to carry out their role

Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all

Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements

Plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix

Undertake “Out of Hours” site visits

Prioritise all incidents ensuring all key personnel are kept fully informed at all times

Ensure strict compliance to the Data Protection Act and associated regulations

Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis

Ensure any night/pm activity is correctly supervised and measured

Provide weekend Duty cover as required by the client

Manage the incident and accident reporting procedures

Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics

Support the client’s environmental objectives

Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client informed at all times

Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client

Ensure all team members are familiar with and adhere to the company’s and client’s onsite health and safety policies and procedures

Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with company policy and procedures

Ensure that all administration requirements of the client are met correctly

Attend monthly management meetings with Centre Management and General Manager

Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment

Use all work equipment and personal PPE properly and in accordance with training received

Report any issues or training needs to your Line Manager and /or via your divisional incident reporting system


Ability to communicate and engage effectively, with a wide range of audiences including clients, carers, staff and other professionals

Ability to compile clear and concise written reports

Budget management skills

Computer skills, specifically in relation to using Outlook and Word

Good time management and prioritisation skills

Prepared to work shifts (including weekends/nights)

Good customer service skills

Experience in working in a retail operational environment

Experience in working in a Network Rail environment (desirable)

Will work shifts on rota

Sound Leadership skills

Ability to show initiative and responsibility

IOSH Qualification or equivalent H&S qualification

Security Qualified (SIA) and knowledge of industry best practice & CCTV licence

Good working knowledge of Cleaning and Support Service Industry

Experience of Security Services

High Level of numeracy

First Aid and Incident Management

Fire Marshal

Expected salary: £45000 per year

Location: London

Job date: Sun, 07 Jan 2024 07:06:06 GMT

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