Assistant Soft Service Manager

Mitie Group plc.; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A facilities management company is looking for an Assistant Soft Service Manager in Birmingham. The ideal candidate will have experience in multi-site management and a strong focus on customer satisfaction and compliance with health and safety. Responsibilities include managing service teams, handling client relations, and ensuring high standards of service delivery. Competitive salary and opportunities for professional growth are offered.

Qualifications

• At least 2 years in a multi-site soft service management role.
• Strong knowledge of Health & Safety and building services.
• Experience in financial forecasting and budgeting.

Responsibilities

• Manage and improve service delivery in client buildings.
• Lead soft service teams with a focus on customer service.
• Ensure health and safety compliance and report issues.

Skills

Leadership skills

Communication skills

Interpersonal skills

Health and safety compliance

Job description

Position Overview

We are looking for a qualified and experienced Assistant Soft Service Manager to manage and be accountable for the delivery of a positive workplace experience in high profile client buildings on a key client account across Birmingham. The Assistant Soft Service Manager will develop and implement a strategic customer‑focused approach, maintaining and improving standards within the business with specific accountability for the Front of House, Mailroom/Logistics and Cleaning teams including our Strategic Catering Supplier partner Gather & Gather. High‑level focus on maximising sales, improvement and growth opportunities, together with the development of a proactive culture within the organisation.

Responsibilities

• Ensure a 5 service is being delivered at all times, ensuring responsive, professional and clear communication with the relevant customers and service line teams.
• Deal with demanding and sometimes difficult customers, problem solving and going over and above for all visitors to provide an exceptional customer experience.
• Report to the Regional Soft Service Manager and ensure the services delivered by the site/location service lines are consistent, reactive issues and customer enquiries are responded to promptly and professionally across the entire contract.
• Presentation of the soft service teams, client and end‑user interface/interaction and timely reporting and escalation of issues where applicable.
• Lead the Site Management team, provide leadership, guidance, discipline and structure to the soft service teams as appropriate.
• Ensure customer service excellence, coordinate environmental, health and safety and man‑management planning policies and procedures within the area of responsibility.
• Manage reports, forecasts, budgets, policies and future planning, changes or innovation in policy and procedures, and equipment.
• Lead the soft service line teams to maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience.
• Develop and grow the business by actively encouraging a proactive and strategic business development attitude with all levels of employees.
• Appoint managers within your region and oversee recruitment, promotion and training recommendations.
• Support, lead and motivate all managers and team members, manage people development and succession planning to ensure opportunities are created and key personnel retained.
• Ensure all activities comply with statutory requirements and corporate policies, including Health and Safety, Quality Assurance and Employment Legislation.
• Maintain the highest standards of presentation, personal integrity and customer support.
• Build and maintain strong working relationships with key stakeholders in FM & Client Teams.
• Carry out monthly audits in line with the QHSE plan.
• Establish targets, ensure KPIs and SLAs are met, and ensure policies and procedures are up to date and adhered to.
• Optimise opportunities to exceed budgeted targets and maximise sales, profits and customer satisfaction.
• Respond to audits to ensure continual improvement.
• Review supply chain partners to meet service needs.
• Conduct tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
• Conduct assigned daily checklists to ensure quality of assigned workspaces, improve performance and enhance tracking.
• Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
• Liaise with client personnel and end users to ensure a high standard service delivery.
• Manage customer complaints and compliments in accordance with site collaborative procedures and ensure escalation to the appropriate manager.
• Undertake periodic reviews of service delivery to identify areas of improvement and cost savings for the benefit of the business.
• Ensure minor/new works are communicated to customers ahead of commencement dates and progress is tracked and reported.

Qualifications & Experience

• At least 2 years in a multi‑site soft service management role and relevant experience working in a large‑scale commercial soft service operation.
• Previous experience in Soft Service Management and Operations within real estate.
• Strong knowledge of Health & Safety (e.g., IOSH managing safety), statutory compliance and building services.
• Desirable: IT literate, structured and methodical problem solving, health & safety trained.
• Experience in financial forecasting, budgeting and analysis is required.
• Experience in growing the business through organic growth and new business.
• Previous experience within the public sector.

Core Skills

• Excellent leadership and organisational skills.
• Good oral and written communication.
• Good interpersonal and influencing skills.
• Ability to communicate clearly, confidently and establish client rapport.
• Ability to lead teams and work across all levels of management vertically and horizontally.
• Competency and understanding of Statutory/H&S Compliance.
• Strong health and safety background.
• Exceptional leadership and people management skills.

Other Requirements

Applicants will need to demonstrate they can maintain a safe and compliant working environment in accordance with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments. They will provide health and safety management in accordance with our Quality Management System and all legal and statutory requirements.