Soft Services Manager

Overview

Manages soft services, overseeing security & cleaning teams, client relations, compliance.

Key Responsibilities

• incident reporting
• kpi management
• workforce planning
• health & safety
• budget management
• client communication

Tasks

-Report any issues or training needs to your Line manager and /or via your divisional incident reporting system; -To ensure the development of the Mitie One Team ethos -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. -Influencing and building effective relationships -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 manning requirement is met on a daily basis and ensure that Workplace+ is fully up to date at all times. -Ensure a high level of Customer Service is delivered and maintained at all times. -Ensure that all contractual requirements are properly filled and escalate any concerns to the Account Manager. -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. -Ensure compliance with Mitie's information security procedures in all activities; -Report actual and suspected security incidents; -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. -Build a close and trusted relationship with all other parties within the centre, including suppliers, Retailers and Landsec staff. -Use all work equipment and personal PPE properly and in accordance with training received; -Follow Group and company policies and procedures at all times; -Ensure that all Disciplinary / Staff Welfare / Staff Performance Reviews / Time and attendance matters are dealt with in accordance with Mitie Policies and Procedures. -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; -Building Effective Teams -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. -Proactively identify and report security risks to your manager; -Ensure all required reports are completed fully in a timely fashion on all required platforms. -To ensure that Mitie Security & Cleaning team reacts efficiently and effectively in line with SLA and KPI's across the centre. -To manage the recruitment process for all new staff and ensure the Security & Cleaning team is adequately resourced at all times. -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. -Remain flexible and applying innovative solutions to the changing dynamics of situations. -Foster and develop effective relationships with clients, internal stakeholders, employees and other Mitie colleagues -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 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. -Able equipment/process. Manage contract supplies to include where required re-specify arrangements so as to optimize the cost, quality and efficiency of service. -Ensure standards of dress, safety and presentation are maintained throughout the team. -Ensure all incidents are logged and managed effectively through to completion. -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. -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 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 -Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve -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. -Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team for these -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: -Lead in the planning and Centre preparations for emergencies, supported by risk assessments and documented, tried and tested procedures.

Requirements

• commercial awareness
• hse
• people management
• soft services
• influencing
• analytical

What You Bring

-Commercial awareness and management of a large security budget. -Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment -Smart and professional in appearance and manner -Resourceful and creative, able to deliver proactive initiatives within a large security department -Excellent interpersonal skills, to liaise with security officers, managers and directors -Strong written skills for reports, incidents and presentations -Significant experience of managing people and challenging situations -Have previous experience of working in a Soft Services Management role -Ability to monitor and challenge the use of processes -Strong commercial awareness -Strong influencing skills to achieve business objectives -Innovative mindset -Excellent oral communicator and proven ability in presenting information at a senior level. -Excellent communication and relationship building skills. -Organised, able to make robust judgements and prioritise -Excellent analytical skills to critically evaluate the information gathered and prioritise activity and on-going communication -Honest, transparent and consistent

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