Description
The Role – Soft Services Manager
We are seeking a Soft Services Manager to oversee the daily delivery of facilities management services within a busy retail environment. You will be responsible for leading onsite cleaning, security, and maintenance teams, ensuring a safe, compliant, and high-quality service for clients, retailers, contractors, and visitors.This is a hands-on leadership role that requires a proactive and adaptable approach, maintaining high operational standards while driving continuous improvement across all service areas. The successful candidate will also undertake Duty Manager responsibilities on a rotating basis, including evenings and weekends.
Key responsibilities include:
- Leading, developing, and supporting cleaning, security, and maintenance teams.
- Managing day-to-day operations to ensure effective service delivery and site coverage.
- Maintaining excellent cleaning and security standards in line with contractual and regulatory requirements.
- Ensuring compliance with Health & Safety legislation, risk assessments, COSHH, and site procedures.
- Building and maintaining strong relationships with clients, retailers, contractors, and stakeholders.
- Supporting recruitment, training, performance management, and employee wellbeing.
- Managing rotas, staffing levels, absence, and holiday planning.
- Driving innovation, continuous improvement, and operational efficiency.
- Supporting security operations, including CCTV investigations, emergency planning, and compliance with SIA standards.
- Maintaining accurate records, reporting, and operational documentation.
About You
The ideal candidate will have experience managing facilities services within a fast-paced environment and be confident leading multiple teams across cleaning, security, and maintenance functions.
You will have:
- Proven facilities management experience across cleaning, security, and maintenance services.
- Strong people management skills with the ability to motivate, develop, and support teams.
- Experience within HR, employee relations, and Health & Safety management.
- The ability to build and maintain strong client and stakeholder relationships.
- Financial and budget management experience.
- Excellent organisational, problem-solving, and resource management skills.Strong communication and presentation skills, including reporting to senior stakeholders.
- Competency in Microsoft Office and general IT systems.
- A proactive, flexible approach with a positive, can-do attitude.Strong written communication skills for reports, presentations, and incident documentation.IOSH or NEBOSH qualifications (desirable).
- An SIA Licence (desirable but not essential).We welcome applications from all suitably qualified candidates; however, please be aware that we are unable to sponsor work visas. All applicants must have an existing legal right to work in the UK.
