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Soft Service manager

Exchange Ilford



The main purpose of the job is to provide a professional, comprehensive Facilities Management service to the client including management of all Cleaning and Security Services for busy shopping centre location in the heart of Ilford Town Centre

Main Duties & Responsibilities:

  • Responsibility for the Soft Facilities Management for Exchange Shopping Centre
  • Line management responsibility for Duty Managers
  • Leading, coaching, developing, and mentoring to onsite cleaning and security teams
  • Strategic planning and innovation development to enhance services across service lines
  • Delivery of all client and contractor KPI and SLA targets
  • Management of operational budgets, with a focus on innovation and achieving more with less.
  • Support the Centre with the management of delivery of sub-contractor activity including health and safety and quality of works including Permit to Work and Compliance Checks
  • Ensure compliance with Health & Safety legislation and ensure site procedures are implemented and operated to, including high risk areas such as the roofs.
  • Lead an annual security and cleaning audit, and support centre accreditation audits.
  • Application of site specific SeMS.
  • Support the monthly delivery of a site risk advisory group (RAG).
  • Participate in Security Risk Assessments
  • Liaison with client and development of a positive relationship
  • Ensuring contract is delivered including weekly hours, cleaning, and security operational

compliance. Reporting any variance with evidence.

  • Monitor staff performance, attendance, timesheets and overtime allocation, a key focus on building stability and continuity in the roster.
  • Ensure the overall effectiveness and efficiency of security, cleaning and customer care provision focussing on the Customer and Guest experience.
  • Drive a one team culture across all colleagues on site while enhancing positive guest interactions for all customers on site, feeding back and taking action.
  • Manage recruitment and selection of new staff and be responsible for administering the Company’s disciplinary procedures through working with the Contract and Duty Managers to deliver.
  • Manage development plans for Duty Managers and Supervisors on site to ensure succession

planning and training plans are delivered.

  • Complete quarterly and half yearly appraisals on members of site security and cleaning and making all such records available for examination.
  • Mentor security and cleaning teams on their appraisals and advise them on how to improve their

performance on a monthly basis.

  • Ensure close liaison with the local Police, Bid, Council and encourage communication and proactive engaged approach including threat and rough sleepers.
  • Co-ordinating events and attendance on site for all events.
  • Deliver HR Management on site in relation with the HR team, ensuring any process and procedure.


Person Specification:

  • Excellent team working and team motivational skills. Developing a one team culture with high team morale is a priority within the role.
  • Ability to work on own initiative proactively and with the minimum of direction.
  • Ability to analyse problems and to implement solutions.
  • Strong literacy and numeracy skills.
  • Ability to communicate confidently, clearly, and effectively, orally and in writing.
  • Ability to write concise, logical, and accurate reports and procedures,
  • Proven time management and organisational skills with excellent attention to detail.
  • Excellent interpersonal skills, with the ability to handle sensitive issues sympathetically and

effectively. Ability to engage persuasively with staff at all levels across departmental and

organisational structures.



  • Excellent communication and interpersonal skills
  • Excellent organisational and influencing skills
  • Minimum 2 years’ experience at Management level
  • Minimum 2 years’ experience of facilities management within a retail environment
  • Relevant H&S Qualification (IOSH, NEBOSH etc.)
  • Excellent IT literacy skills in MS Outlook, Word, Excel and PowerPoint
  • Must be able to work on own initiative with a proactive and flexible attitude
  • Ability to multitask and prioritise Must have a smart appearance
  • Understanding of key facets in soft services management, including security and cleaning preferred.
  • Commercial and financial awareness, with good numerical and IT skills.


If you are interested please click on link to apply

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