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Soft Services Manager

mitie cleaning & hygiene services

Leading company in sustainable technology solutions.

Oversee soft services, lead team, ensure compliance, and maintain client relations.

13d ago

Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)

Full Time

Leeds, England, United Kingdom

Onsite

Company Size

1500+ globally Employees

Service Specialisms

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Sector Specialisms

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Role

What you would be doing

kpi management

incident reporting

workforce manning

health safety

contract compliance

emergency planning

To ensure that Mitie Security & Cleaning team reacts efficiently and effectively in line with SLA and KPI's across the centre.
To initiate and manage regular reviews of the assessments of risk under Health and Safety at Work Act. Ensuring that corporate and departmental Health and Safety policies and procedures are implemented at all times.
Ensure a high level of Customer Service is delivered and maintained at all times.
Being the Front-line teams key point of contact and ensuring the Security & Cleaning operations team strives for and exceeds expectations on service excellence through first class management, customer focus and measured feedback, training and development.
Ensure that all contractual requirements are properly filled and escalate any concerns to the Account Manager.
Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team for these
Use all work equipment and personal PPE properly and in accordance with training received;
Ensure that manning requirement is met on a daily basis and ensure that Workplace+ is fully up to date at all times.
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Management of Key Performance Indicators and service level agreements. These are to be reviewed on a Monthly basis with the site based client. All actions to recorded and completed in a timely fashion.
Foster and develop effective relationships with clients, internal stakeholders, employees and other Mitie colleagues
Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve
Ensure all incidents are logged and managed effectively through to completion.
To line manage an operational site based team and communicate with other SSM's, Account Manager, across the portfolio to ensure consistency of delivery. To drive a culture of high quality customer excellence including:
Report actual and suspected security incidents;
Ensure the required Training is delivered to all staff and the required Training Targets are met. This includes Site Induction for new team members, site specific Training Matrix.
Remain flexible and applying innovative solutions to the changing dynamics of situations.
To provide clear and timely communication to client, Mitie and any other party on key issues that affect the business operation, customer and strategic service delivery
Provide exceptional leadership, management and direction of all staff, make the best use of all available staff and their skills taking into account their health, safety and welfare, ensuring that all actions are compliant with both the Centre and corporate documented instructions.
Influencing and building effective relationships
Ensure that all Disciplinary / Staff Welfare / Staff Performance Reviews / Time and attendance matters are dealt with in accordance with Mitie Policies and Procedures.
Ensure standards of dress, safety and presentation are maintained throughout the team.
Follow Group and company policies and procedures at all times;
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;
Able equipment/process. Manage contract supplies to include where required re-specify arrangements so as to optimize the cost, quality and efficiency of service.
Building Effective Teams
In the event of an incident or emergency situation take charge, supervise and manage the situation applying the strategic aims and objectives of Landsec and Mitie.
Rapidly assimilate information from all available sources to enable a solution to the problem be reached. Make significant strategic rational and objective decisions based on the current situational report ensuring that decisions and actions are documented, are effectively communicated and delegated to relevant parties.
Lead in the planning and Centre preparations for emergencies, supported by risk assessments and documented, tried and tested procedures.
To ensure the development of the Mitie One Team ethos
Act as (when required) the Duty Senior Manager for the centre, taking full responsibility for centre operation & ensuring the centre is operated in accordance with the standard operating requirements. Responsible for supporting and managing all of the centre operations both inside and outside of trading hours together with weekends. Including input and delivery of reports to the senior leadership team as required.
Ensure all required reports are completed fully in a timely fashion on all required platforms.
To design and implement Strategic business plans to the benefit of the Mitie operation and in line with Landsec requirements ensuring they comply with current legislation, quality requirements. Ensuring that both Landsec and Mitie are represented in a professional and credible manner.
To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review
To successfully deliver within hours, consumables and other lines contained within the centre budget and monitor planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner & planned tasks are adhered to.
Ensure compliance with Mitie's information security procedures in all activities;
Proactively identify and report security risks to your manager;
To manage the recruitment process for all new staff and ensure the Security & Cleaning team is adequately resourced at all times.
Build a close and trusted relationship with all other parties within the centre, including suppliers, Retailers and Landsec staff.

What you bring

communication

commercial awareness

hse

analytical