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JOB TITLE: Soft Service Manager

LOCATION: Eastgate Shopping Centre, Basildon SS14 1EB

REPORTING TO: General Manager

PAY RATE: COMPETITIVE

SHIFT PATTERN: Flexible as per business needs, 40 HOURS PER WEEK

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 both ABM and Munroe k.

Both internally and externally you will be required to ensure that the site, Management Centre, all public areas including all associated service yards/roads, 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.

ABM Services operate in an honest and integral manner, meeting our clients’ demands in the best way possible. We concentrate on putting people first – our employees and our customers. We believe in being open about what we do and how we do it. We are passionate about getting things right first time and delivering value for money. We also concentrate on getting the job done to the highest standard and everything we do is backed up by the quality of our service, our proactive relationship with the client, the creativity of our ideas and the direct approach we take.

KEY RESPONSIBILITIES:

To manage the delivery of the contract in line with company policies and procedures

Manage all aspects of the ABM colleagues including, training, H & S, development and welfare at work

Ensure all licences 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 ABM 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

Undertake “Out of Hours” site visits

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 ABM 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 and ABM General Manager.

Promote the ABM and Client brand at all times

Undertake any reasonable duties as requested to meet the needs of the client and ABM 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 prioritisation skills.

Essential skills

• Sound Leadership skills
• Good Communication skills
• Good Interpersonal skills
• Ability to show initiative and responsibility
• IOSH Qualification
• Security Qualified (SIA) and Knowledge of industry best practice
• 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 is preferred but not essential
• High Level of Numeracy
• Ambitious
• Flexible approach