Exchange Ilford

Soft Service manager

OVERVIEW OF JOB DESCRIPTION

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.

Skills

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 https://lnkd.in/eWGUXdzJ