Soft Services Manager

SALARY:

£ 34,000-£38,000 Depending on experience

HOURS:

40 hrs per week

THE ROLE:

To manage the soft services team and day-to-day cleaning and security operations, leading on incidents and issues, liaising with the customer, ensuring the smooth running of the contract in accordance with the Assignment Instructions and specification.

RESPONSIBILITIES:

• Manage the team and day-to-day delivery of all contracted site soft services, always delivering excellent customer care and operational standards whilst maintaining a clean, safe and secure environment.
• Ensure Assignment Instructions, Risk Assessments, Churchill Group and client Health & Safety policies and other control measures are adhered to.
• Ensure the highest levels of customer service are always maintained by the team.
• Ensure that site KPIs are being achieved and provide clear plans of action where they are not in order to achieve the best positive outcomes.
• To update Assignment Instructions, site documentation and maintain customer information as required with the assistance of the Amulet Senior Regional Manager and the Churchill Key Account Manager.
• To lead with recruitment ensuring that staffing levels meet the agreed establishment levels and that all recruitment is completed in a timely manner and in accordance with company policy.
• To highlight training requirements, oversee delivery and keep employees in compliance with both contractual and wider legal requirements, and to develop their knowledge, skills and experience in a site-specific manner.
• To manage the appraisal, absence, performance management, grievance, disciplinary and other HR procedures.
• Manage and take the lead on all site issues, including incidents, accidents, emergencies, and evacuations, supporting and advising members of the soft services team and liaising with Leadership team colleagues.
• Ensure the team actively and effectively patrol, answer alarms and investigate disturbances, take appropriate action and submit appropriate reports in accordance with the proper fulfillment of their roles.
• Manage and maintain the contract control room, reception, alarm systems, CCTV/equipment, access/egress control and other contracted security/cleaning services as required.
• Manage personnel and performance issues including rostering, site induction and training, holidays, absence, etc., in line with Churchill Group HR policies and procedures.
• Produce reports across all areas of service delivery as required by the client.
• To build effective working relationships with Leadership Team colleagues, staff, contractors, site tenants and their representatives, to ensure smooth running of the contract.
• Manage budgets and control stock levels where appropriate.
• Source local contractors where needed.
• Ensure CCTV footage is viewed / downloaded as requested by the client, ensuring compliance with CCTV policies and procedures.
• Join the Churchill/ Amulet team on monthly KPI review meetings and consult and advise the client on any issues that arise within the scope of the contract.
• Vehicle management and following processes as set out by the client.
• Support the client in the residential life requirements across the halls of residence.
• Support the client with events held on site and ensuring we are compliant with the client’s event plan.
• Strategically plan and support the client with the movement / changes of the Summer Conferencing across the whole estate.

SKILLS:

• Proven management experience in facilities or soft services operations with strong leadership capabilities.
• You are capable of problem-solving, dealing with a variety of situations and are very customer service focused.
• You have evidence of strong organisational and time management skills.
• You can demonstrate good verbal and written communication skills.
• You are vigilant and take a “can do” approach and attitude to all tasks.
• You are computer literate, with the ability to effectively use Microsoft Office applications.

LICENCE REQUIREMENTS:

• Possession of a SIA Door Supervisor licence.
• Possession of a SIA CCTV Operator licence is essential.
• Possession of a First Aid at Work certificate is essential.
• Valid Driving Licence (held at least 12 months)
• Possession of a Fire Marshal certificate is Desirable
• IOSH Managing Safely is Desirable

INTERVIEW REQUIREMENTS:

• Eligibility documents needed at interview: Passport or Full Birth Certificate; Utility Bill showing current address and dated within 3 months; Proof of National Insurance (Payslips cannot be used) such as NI card, P45, P60, benefits or HMRC letter.

JOB REQUIREMENTS:

• You must be able to provide a checkable 5-year employment and address history for vetting purposes (this can include full-time education or periods when claiming benefits).

BENEFITS:

• We are employee-owned, making you a beneficiary of our future success
• Paid holiday (accrued & pro-rata).
• Enrolment in NEST pension scheme.
• Training and development opportunities.
• Enrolment in Wagestream app enables you to draw down up to 40% of your pay before your regular pay day, a great aid to budgeting.
• Excellent service, doing the right thing and outstanding acts can be recognised and rewarded through our On-the-Spot Award scheme with a gift card plus potential submission to the Amulets awards.

OUR COMMITMENT TO EQUALITY, DIVERSITY AND INCLUSION:

We are proud to be an inclusive, equal opportunity employer and seek to attract, develop, and retain the best people from the widest possible talent pool. We’re committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process.