Soft Services Manager

Location: Westwood Cross

Hours: Full time

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MAIN PURPOSE OF ROLE:

As the Soft Services Manager you will be required to manage the delivery of the Security & Cleaning contracts to the standards required of MITIE to a retail Shopping Centre outlet.

Both internally and externally you will be required to ensure that the site, Management Centre, all public areas including all associated service yards/roads, loading bay, toilets, common areas and back of house areas are fully secured and cleaned to a level of service which exceeds the client's expectations and are safe through a planned and proactive management program.

KEY RESPONSIBILITIES:

• To manage the delivery of the contract in line with company policies and procedures
• Manage all aspects of the MITIE colleagues including, training, H & S, development and welfare at work
• Ensure all licenses and vetting for security teams are in place and updated accordingly
• Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to do the job
• Complete budget forecasts and manage all costs tracking expenditure to meet budgets and match P & L forecasts using the budget tracker documents
• Ensure high standards are achieved at all times, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered
• Provide professional support to the business in service-related matters and to the client in all contract matters
• To control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is maintained at all times
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all site staff
• Carry out daily centre audits to ensure high standards of cleanliness and a safe/secure environment is evident throughout the centre at all times
• Manage recruitment, induction training, developing and retraining of staff, to include customer service training
• Ensuring all staff employed by MITIE are competent to carry out their role
• Ensure adequate quality performance measures (KPI's/SLA's) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
• Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements
• To plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix
• Prioritize all incidents ensuring all key personnel are kept fully informed at all times
• Ensure strict compliance to the Data Protection Act and associated regulations
• Deliver excellent leadership, communication and motivation to the site-based team including communicating on a daily basis so that a sound communication channel exists in order that team goals can be achieved
• Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis
• Lead the team in the identification of training needs and ensure accurate site records are maintained at all times
• Ensure any night/pm activity is correctly supervised and measured
• Provide weekend Duty cover as required by the client
• Manage the incident and accident reporting procedures
• Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics
• Complete all company paperwork as required
• Conduct return to work interviews and perform absence management processes as required
• Ensure all team members carry out their duties in a correct and timely manner in accordance with the cleaning specification and to BICS standards
• Support the client's environmental objectives
• Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client informed at all times
• Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client.
• Ensure all team members are familiar with and adhere to the company's & client's onsite health and safety policies and procedures
• Ensure sufficient staff and equipment are available to meet all events requirements
• Ensure regular communication and  engagement  sessions  are  in  place  to  inform  all  (including  the  centre management) of all relevant information
• Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with MITIE policy and procedures
• Foster and maintain excellent relationships with all parties on site including occupiers
• Ensure we maintain a “one team” approach with the centre management team
• All items of expenditure are to be either agreed and approved by the client in an open book format
• Ensure that all administration requirements of the client are met correctly
• Attend the monthly management meeting with Centre Management
• Promote the MITIE and Client brand at all times
• Undertake any reasonable duties as requested to meet the needs of the client and MITIE Support Services

Person Specification:

• Ability to communicate and engage effectively, with a wide range of audiences including clients, carers, staff and other professionals.
• Ability to compile clear and concise written reports.
• Budget management skills.
• Problem solving and decision-making skills.
• Ability to manage resources.
• Leadership skills which will include the ability to effectively manage change.
• Computer skills, specifically in relation to using Outlook and Word.
• Good time management and prioritization skills.
• Prepared to work shifts (including weekend/nights).
• Good customer service skills
• Experience in working in a retail operational
• Will work shifts on rota

Essential skills

• Sound Leadership skills
• Good Communication skills
• Good Interpersonal skills
• Ability to show initiative and responsibility
• IOSH Qualification or equivalent H&S qualification
• Security Qualified (SIA) and Knowledge of industry best practice & CCTV license
• Aptitude to receive and deliver training effectively
• Deal with customers internally and externally
• Be able to take responsibility
• Good working Knowledge of Cleaning & Support Service Industry
• Experience of Security Services
• Flexible approach and will be working flexible shift patterns
• First Aid and Incident Management
• Fire Marshal

HEALTH & SAFETY RESPONSIBILITIES

• 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.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 68,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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