Soft Services Supervisor

Keolis; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading company in Dubai seeks a dedicated Soft Services Coordinator to manage cleaning service delivery. The role involves ensuring compliance with service level agreements, conducting audits, and maintaining high standards of customer service and safety. Ideal candidates will have strong leadership and communication skills, along with a commitment to continuous improvement. Join us in delivering exceptional service and fostering a positive work environment.

Qualifications

• Minimum 3 years of experience in a similar role.
• Minimum 5 years in soft services within facilities management.

Responsibilities

• Ensure delivery of essential site services with excellent service.
• Conduct audits and ensure compliance with SLAs.
• Maintain Health & Safety standards.

Skills

Communication

Leadership

Organizational Skills

Interpersonal Skills

Attention to Detail

Flexibility

Education

High School Diploma

BICSc Qualification

Tools

MS Office

Job description

The purpose of this position is to develop, coordinate, and manage the delivery of cleaning services (including service provider subcontractor performance) in line with the contract deliverables and delivery schedules. This includes achieving contractual and internal targets for quality, safety, operations, service reliability, and customer service standards.

MAIN RESPONSIBILITIES

1. Ensure the delivery of essential site services demonstrating excellent service at all times.
2. Monitor third-party service provider staff levels as per Keolis-MHI’s contractual requirements.
3. Ensure all areas are adequately serviced to meet applicable Service Level Agreements (SLAs).
4. Conduct self and joint audits with service provider representatives, and take appropriate action where standards fall short.
5. Assist in delivering services adhering to international best practices (e.g., USGB LEED, JCI Accreditation) and UAE environmental regulations.
6. Ensure specialist sub-contractors comply with Keolis-MHI’s Code of Conduct and relevant policies.
7. Provide efficient service in line with SLAs.
8. Ensure proper record keeping and documentation are completed systematically and promptly.
9. Ensure staff complete tasks according to work schedules and escalate issues to the Soft Services Manager as needed.
10. Conduct regular Health & Safety inspections and implement corrective actions.
11. Maintain Health & Safety standards and ensure effective implementation of policies and procedures.
12. Perform risk assessments as per company procedures, with support from the line manager if necessary.
13. Develop safe work instructions where needed.
14. In the absence of the line manager, communicate with the client as required.
15. Undertake any additional duties as agreed with the line manager and service providers.
16. Ensure staff have access to necessary resources and equipment.
17. Provide flexible cover for the Soft Services Manager when required.

KEY SKILLS

• Ability to foster good relations with colleagues and other departments, and be a good team player.
• Flexibility, attention to detail, and ability to identify key issues.
• Ability to work under stringent deadlines and high-pressure environments.
• Proficiency in MS Office programs.
• Excellent communication, customer service, leadership, and organizational skills.
• Clear verbal and written communication in English.
• Strong interpersonal skills and issue resolution abilities.
• Good understanding of cleaning processes and monitoring them; adaptable to change.
• Continuous improvement mindset.
• Ability to work independently and as part of a team.
• Flexibility to work on a shift basis, 5 days a week, to ensure continuous 24/7 service coverage.

EXPERIENCE

• Minimum 3 years of experience in a similar role.
• Minimum 5 years of experience within a soft services department in facilities management.

EDUCATIONAL QUALIFICATION

• High School Diploma.
• Preferably with BICSc (British Institute of Cleaning Science) or equivalent qualification.