Head of Soft Services & Facilities

Manchester Arndale; Hereford; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Award-Winning Employer

Digital Learning

Retail Perks

Flexible Pay

Job summary

OCS UK & Ireland is seeking a proactive Estate Duty Manager to lead the Soft Services contract teams at Old Market Centre in Hereford. You will drive security, housekeeping and customer services, ensuring value for money and a world-class service while fostering a partnership culture with the client and team.

You will provide leadership, training, mentoring and HR guidance, ensuring compliance with H&S/ISO standards and delivering continuous improvement across operations.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Organisational and influencing skills are required to lead teams.
• Minimum 4 years’ experience at Management level.
• Minimum 2 years’ facilities management experience in retail/leisure.
• Relevant H&S qualification (IOSH, NEBOSH) is preferred.
• Able to work on own initiative with proactive attitude.
• Smart professional appearance and articulate communication with clients.
• Ability to plan and manage workflows and multitask.

Responsibilities

• Responsible for Security, Housekeeping and Customer Services delivery across Old Market Centre.
• Drive environmental and community strategies within teams and support client objectives.
• Ensure exceptional customer service and positive retailer engagement.
• Manage facilities within annual budget and monitor KPIs/SLA performance.
• Oversee HR policies, staff training, and development; maintain client relationships.
• Liaise with Regional Manager on budget and financial reporting.
• Ensure compliance with Health & Safety and ISO accreditations.
• Lead contract reviews and supplier negotiations; ensure QMS compliance.

Skills

Excellent communication

Interpersonal skills

Organisational skills

Influencing skills

Management experience

Facilities management experience

H&S qualification

Proactive attitude

Professional appearance

Client communication

Workflow planning

Leadership ability

Partnership building

Industry knowledge

Brand passion

Job description

OCS UK & Ireland is seeking a proactive Estate Duty Manager to lead the Soft Services contract teams at Old Market Centre in Hereford. You will drive security, housekeeping and customer services, ensuring value for money and a world-class service while fostering a partnership culture with the client and team.

You will provide leadership, training, mentoring and HR guidance, ensuring compliance with H&S/ISO standards and delivering continuous improvement across operations.