Dual Services Manager

OCS; Hereford; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Award-WWinning Employer

Digital Learning

Retail Perks via Hapi app

Professional Growth

Flexible Pay Wagestream

Job summary

OCS UK & Ireland is seeking an experienced facilities leader to drive soft services across Old Market Centre, including security, housekeeping and customer services. You will lead, coach, recruit and mentor teams, manage budgets, ensure health and safety compliance, and build strong client relationships to deliver value and excellent service.

This role demands strategic oversight, hands-on leadership, and a passion for customer experience, with a focus on continuous improvement and partnership

Qualifications

• Minimum 4 years’ management experience.
• FM experience within a retail or leisure environment.
• Strong leadership and communication skills.
• Knowledge of H&S regulations and standards (IOSH/NEBOSH desirable).

Responsibilities

• Lead Security, Housekeeping and Customer Services delivery across Old Market Centre.
• Drive environmental and community strategies within the teams.
• Ensure high-quality service delivery within budget and client objectives.
• Develop and maintain positive relationships with client and stakeholders.
• Coach, mentor and performance-manage staff and supervisors.
• Oversee contract compliance with ISO 9001, 45001 and 14001 standards.

Skills

Leadership

Stakeholder management

Budget management

People development

Health & Safety

Communication

Retail/FM experience

Tools

CAFM system

Job description

Working Pattern

Monday - Friday 0800-1700 but subject to change to suit needs of the Operations.

Leadership of the Soft Services contract teams, to efficiently deliver facilities including (Security, Housekeeping and Customer Services) solution at Old Market, whilst driving a culture of continuous improvement heavily focused on our people and teamwork. Responsible for motivating, training, recruiting, managing, and mentoring a team of staff and supervisors to get the best out of every situation. Ensuring old Market is driving value for money for the delivering a world class services and identifying opportunities to positively influence the experience of all stakeholders wherever possible. To foster a true partnership philosophy amongst the entire team.

Ensuring the House Keeping and Security teams are managed within contractual obligations and always performing to highest levels of quality and service. Deliver all services in full compliance with all Health, Safety & Environmental regulations. To undertake, on a rotational basis, the role of estate Duty Manager, ensuring coverage during operating hours. Provide leadership and direction, to assure the expected standards and policies are followed and maintained.

About The Role

Leadership of the Soft Services contract teams, to efficiently deliver facilities including (Security, Housekeeping and Customer Services) solution at Old Market, whilst driving a culture of continuous improvement heavily focused on our people and teamwork. Responsible for motivating, training, recruiting, managing, and mentoring a team of staff and supervisors to get the best out of every situation. Ensuring old Market is driving value for money for the delivering a world class services and identifying opportunities to positively influence the experience of all stakeholders wherever possible. To foster a true partnership philosophy amongst the entire team.

Ensuring the House Keeping and Security teams are managed within contractual obligations and always performing to highest levels of quality and service. Deliver all services in full compliance with all Health, Safety & Environmental regulations.

To undertake, on a rotational basis, the role of estate Duty Manager, ensuring coverage during operating hours. Provide leadership and direction, to assure the expected standards and policies are followed and maintained.

Responsibilities

• Responsible for the Security, Housekeeping and Customer Services delivery across Old market Centre.
• Drive environmental and community strategies within the Teams, including supporting business and client Objectives.
• Drive initiative to ensure highly positive team and retailer engagement.
• Ensure exceptional Customer service delivery to enhance the customer experience making Old Market Shopping Centre a place people prefer to visit.
• Total responsibility for facilities management services within the agreed annual budget
• Managing, training, mentoring, and implementation of HR policies to achieve the best the onsite OCS facilities services team.
• Monitoring of subcontractor’s SLAs and KPIs including OCS target responsibilities
• Liaise with Regional Manager in producing and managing the OCS site budget.
• Liaise with Finance Team regarding development and reconciliation of budget.
• Monitor facilities related spending against budget, forecast and variable spend.
• Review facilities supplier contract agreements and commercial terms and conditions.
• Ensure compliance with Health & Safety and Environmental legislation in line with the company ISO:45001 and ISO:14001 accreditations, policies & procedures.
• Regular facilities update meetings with both Client and OCS site-based staff.
• Develop effective relationships with client ensuring their satisfaction with service delivery and meet regularly with your Regional Manager.
• To assist in the development of business initiatives including contract renewal strategy, contract management plan and customer improvement plan.
• To lead excellent communications throughout the contract and to champion the motivation for all staff. Being prepared to undertake any such duties, which may be necessary to ensure the successful operation of the contract and the good name of the Company.
• Updating and collating information for Client reporting via KPI dashboard, monthly & quarterly reports.
• Facilities contract reviews
• Key liaison with client
• Monitoring of Concept Evolution helpdesk system or relevant CAFM system and the associated performance
• Responsible for own administration
• Ensure all activity and processes are carried out in line with the company operations manual in line with the company ISO:9001 accreditation, policies & procedures.
• To ensure all work is carried out in a safe, proper and thorough manner taking into account Health & Safety and Environmental legislation, Incentive FM policies and procedures, risk assessments and method statements.
• Participate in and ensure timely close out of actions from both internal and external audits.
• Maintain confidentiality in all aspects of client and staff information.

Authorities

• The job holder will have control of a direct budget.
• Responsibility to recruit, train and discipline staff as required in line with company policies and procedures.
• Develop the service delivery within the agreed budgets.

Skills And Experience

Good experience of working within a customer facing environment is a requirement for this position along with exceptional administration skills. Specific competencies within this general requirement include the following:

• Excellent communication and interpersonal skills.
• Excellent organisational and influencing skills.
• Minimum 4 years’ experience at Management level.
• Minimum 2 years’ experience of facilities management within a retail or leisure environment or a candidate who has run highly successful large retail teams.
• Relevant H&S Qualification (IOSH, NEBOSH etc).
• Must be able to work on own initiative with a proactive and flexible attitude.
• Must have a smart professional appearance.
• Articulate and has the ability to communicate effectively with the clients and the IFM teams.
• Organised individual who can demonstrate a record of planning and managing workflows.
• Able to demonstrate an understanding of high-quality service delivery and their impact on this.
• The ability to be agile and flexible to meet the needs and demands of the role.
• Excellent time management organisation and focus on ability to prioritise and multitask with clear ability to focus on detail.
• Outstanding leadership skills: inspiring interpersonal effectiveness to lead team, train talent and effect change; willing and able to be a "doer" and "influencer".
• Experience of working and building partnerships with clients.
• Competent industry knowledge.
• Demonstrated passion for the OCS brand.

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award-Winning Employer : Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning : The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth : 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!
• Flexible Pay : Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.