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Soft Services Manager

Pacific Quay - Glasgow

Position Overview:

The Soft Services Manager will have responsibility for delivery of the Logistics and Reception operations at Pacific Quay reporting into the Facilities Manager. Key areas of focus are First Class Service Delivery for all aspects of service lines within remit, Client Liaison, Visitor Management, Meet & Greet, Compliance and Health and Safety.

This role requires the post holder to have very strong interpersonal skills and be able to build excellent relationships with the Client, Key Stakeholders and Customers. The post holder will also need excellent communication, discretion, delegation and organisational skills and experience within a corporate Customer / Client facing environment and be passionate about delivering First Class Customer Service. Key to this role is people management as there is a large team comprising of 15 staff that will report directly to the Soft Services Manager

A One Team approach, working closely with all other service lines across FM and Engineering is key to streamlining service delivery as we move towards Flagship status for the BBC Scotland main location.

Key Accountabilities: 

Management of the Logistics and Reception Teams ensuring and maintaining a strong operational performance and First class service to the BBC

 Develop relationships with the Client, Customers and Key stakeholders

 Ensure operational and site specific goals/requirements are met and developed

 Work in collaboration with all FM service lines to provide support and streamlined service delivery to all building users

 Ensure that disruptions are kept to a minimum and liaison with key suppliers is maintained and there is no impact to broadcast

 Manage a complex and varied team covering 24/7 operations

 Maintain high levels of customer satisfaction by continual review of service lines

 Ensure Customer Service and Customer/Client Satisfaction is demonstrated through the approved key performance indicators and maintain/improve current performance levels in a continually changing business environment

 Critical to standards is the management of the daily site checks by the co-ordinators which require engagement/supervision and continual support from the SSM

 Ensure the Logistic team are approachable and willing to assist with any enquiries that may be asked of them

 Ensure the Logistics team are knowledgeable of all areas within their areas of responsibility and are well placed to cover colleagues when required

 Ensure the Logistics team are providing a professional, can-do approach.

 Ensure the Reception team provide a fluid and professional meet and greet to all visitors to the building

 Manage car parking when required.

 Ensure the ID unit respond to any queries and deliver ID services in a professional and timely manner

 Ensure cover is in place when required for any staff leave or event requirements

 Awareness of contractual obligations

 Be accountable for service delivery of all service lines within the remit of the role

 Ensure any processes required to be followed by the service lines within remit are done so at all times

 Support the delivery of additional projects across the portfolio in conjunction with the projects team/Client

 Ensure regular building walks of all areas of the building under the remit of the role are carried out to identify any required works, log these and follow through to completion by liaising with teams responsible

 Ensure work orders are closed out within the required timeframe to minimise monthly breaches or failures and contractual penalties

 Manage any other soft services as required within the contract such as landscaping, water coolers, pest control

 Any other duties that may be required and which are considered by the line manager to be consistent with the level and the general responsibilities of the role.

 Be a key point of support during incidents to ensure support where required to Security/FM/ROM/Client

 Deputise for the Facilities Manager when required

People Management & HR 

Strong people management skills are essential for this role

 Direct management of teams including Workplace Co-ordinators, Reception and ID Unit

 Managing performance and absence and any HR related issues

 Knowledge of investigation, disciplinary and grievance procedures

 Knowledge and experience of managing investigations, disciplinaries and grievances

 Recruitment

 Manage and develop the site teams through effective induction, training, development and annual appraisals

Health and Safety 

Maintain a good working knowledge of relevant Health & Safety legislation

 Assist Regional Operations Manager and Facilties Manager with Director Audit requirements

 Carry out regular internal and Client site audits e.g. KPI, QHSE etc.

 Maintain a safe working environment within the areas of responsibility and champion zero accidents and incidents

 Ensure monthly reporting of hazards and interventions is carried out and all actions are closed out within the required timeframes

 Ensure all training is carried out by all teams as required and records are kept up to date

 Ensure site documentation is reviewed and updated as required

Finance: 

Approval of works/supplies up to designated limit

 Raising PO’s & JAF’s

 Weekly update of JAF’S and informing Commercial if they have been completed

 Updating weekly forecast spend

 Approval of Payroll for direct teams

What we are looking for: 

Minimum 5 years proven experience in managing successful teams of a similar size in high profile buildings/environment

 Ability to multi task and remain calm under pressure in a highly demanding environment

 Be a problem solver and decision maker even when under pressure

 Excellent team management, leadership and motivational people management skills

 Excellent interpersonal, communications and presentation skills

 Dedicated to the development of people and the business unit

 Resilience and flexibility to help with the changing demands of the client

 Dynamic with excellent delegation skills along with an organised approach and very goal focussed

 A professional phone, email and personal communications manner

 Knowledge and experience working with; Cleaning; Logistics, Hard & Soft FM Management - Engineering Building Services

 Experience in dealing with suppliers/contractors

 Good knowledge of SLA’s/KPI’s and measurement procedures

 Self-motivated, team player with a passion for excellent service delivery

 First class planning and organisational skills

 Experience of managing satellite sites

 Understanding of Projects

 Computer literate with experience of word, powerpoint and excel

 Sound knowledge of QSHE – ideally NEBOSH certificate

 Diplomacy and Flexibility

 Incident management experience

 Membership of a professional body e.g. IWFM