Assistant Soft Service Manager

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

Job summary

A facilities management company in Birmingham seeks an Assistant Soft Service Manager to oversee service delivery and ensure exceptional customer experiences. This role involves leading soft service teams, building client relationships, and maintaining compliance with health and safety regulations. Candidates should have at least 2 years of relevant experience and strong leadership skills. Attractive benefits including well-being support and career development opportunities are provided.

Benefits

Flexible lifestyle benefits platform

High street discounts

Cycle-to-work scheme

Enhanced pension contributions

Training and development opportunities

Qualifications

• At least 2 years in a multi-site soft service management role.
• Experience in a large-scale commercial soft service operation.
• Ability to manage health and safety compliance.

Responsibilities

• Lead Soft Service line teams to ensure high quality service delivery.
• Develop customer relationships and respond to customer needs.
• Drive efficiency and promote a proactive business development culture.

Skills

Soft Services Management

Leadership

Communication skills

Interpersonal skills

Problem-solving

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 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. The Soft Service Manager will be responsible for ensuring a 5* service is being delivered at all times, ensuring responsive, professional and clear comms to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.

The role will report to the Regional Soft Service Manager and will be responsible for ensuring the services delivered by the site / location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the soft service teams, client and end user interface / interaction and timely reporting and escalation of issues where applicable.

The Soft Service Manager will lead the Site Management team and will need to be commercially aware and provide leadership, guidance, discipline, and structure to the soft service teams as appropriate. The role will be both internal and external facing. The Soft Service Manager will ensure that goals and plans are achieved through effective customer solutions, engagement and motivation of all personnel and operational efficiency. Accountability for the delivery of excellent customer service, together with the co-ordination of environmental, health and safety and man-management planning policies and procedures within area of responsibility. The Soft Service Manager will be responsible for management reports, forecasts, budgets, policies and future planning, changes or innovation in policy and future planning, procedures, and equipment.

Main Role

Lead the Soft Service line teams to maintain 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 as applicable and oversee the appointment of personnel within the account, providing recommendations regarding recruitment, promotion, and training.

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 are carried out in accordance with all statutory requirements and corporate policies including, but not limited to, Health and Safety, Quality Assurance, and Employment Legislation.

Maintain the highest standards of presentation, personal integrity and customer support

Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.

Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of Mitie.

Primary Responsibilities

Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.

Build and maintain strong working relationships with key stakeholders in FM & Client Teams

Carry out monthly audits in line with QHSE plan

Establish targets, ensure KPIs and SLAs are met, ensure policies and procedures are up to date and being adhered to

Build and maintain an efficient team, ensure continued employee motivation is preserved through consultation, target setting and regular reviews.

Optimising opportunities to exceed budgeted targets and maximising sales, profits and customer satisfaction.

Respond to audits that are completed by the company to ensure continual improvement is achieved

Carry out review of supply chain partners to meet service needs.

Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.

Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improve performance and enhance tracking.

Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.

Liaison with client personnel and end users to ensure a high standard service delivery.

Responsible for ensuring compliance with policies and procedures on Health & Safety, Quality Assurance & Environment for the FOH team.

Investigate, manage and / or assign customer complaints and compliments in accordance with site collaborative procedures, ensuring all relevant matters are escalated to the appropriate manager.

Follow any such reasonable instruction as issued by Senior Line Management

Experience

Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings for benefit of the business

Ensure minor / new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line / contractors

To maintain a close working relationship all service line management teams

Applicants will need to be able to demonstrate at least 2 years in a multi-site soft service management role and relevant experience working in a large-scale commercial soft service operation. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act 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.

Essential Skills :

• Previous experience in Soft Services Management and Operations within real estate.
• Excellent Leadership and Organisational skills
• Good oral and written communication
• Good interpersonal and Influencing skills
• Ability to communicate clearly and 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.

Desirable :

• IT literate
• Structured and methodical problem solving
• Health & Safety trained. Minimum requirement – IOSH managing safety
• Knowledge of Building services advantageous
• Previous experience of working in a diverse service delivery team
• Strong health and safety background

Personnel Specification

• Exceptional leadership and people management skills, experienced in leading multi-disciplinary site teams
• Demonstrative experience of multiple client management.
• Experience of growing the business through organic growth and new business.
• Previous experience within the public sector.
• Superior interpersonal communication and negotiating skills are essential.
• Experience in financial forecasting, budgeting and analysis is required.
• Excellent leadership and motivational people management skills
• Self-motivated, tenacious and result-oriented with a positive outlook
• Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (i.e. Emergency Evacuation Procedures)

#MISCM

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Shradha Singh at .