Soft Services Account Manager

Manchester Arndale; City Of London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading facilities management company is seeking a Soft Services Account/Contract Manager in London to oversee cleaning operations across multiple sites. Responsibilities include managing teams, ensuring compliance with regulations, and maintaining client satisfaction. Ideal candidates have experience in multi-site management and strong communication skills. IOSH/NEBOSH certifications are preferred in this full-time position.

Qualifications

• Proven experience in managing multi-site cleaning contracts.
• Strong understanding of cleaning standards and equipment.
• Excellent communication and client-facing skills.

Responsibilities

• Oversee daily cleaning operations across designated sites.
• Build and maintain client relationships.
• Recruit, train, and manage cleaning staff.

Skills

Client relationship management

Team leadership

Operational management

Financial oversight

Communication skills

Education

BICS or equivalent cleaning qualification

IOSH/NEBOSH certification

Tools

Microsoft Office

Reporting tools

Job description

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.

About The Role:

Working Pattern: Varied Day

Schedule: Weekdays some weekends

Job Specification: Soft Services Account/Contract Manager (Cleaning)

Location: London Bridge

Role Overview:

We are seeking a dynamic and experienced Soft Services Account/Contract Manager to oversee cleaning operations across multiple client sites in Central London. This pivotal role is responsible for ensuring high standards of cleanliness, compliance, and client satisfaction. The successful candidate will manage service delivery, lead cleaning teams, maintain strong client relationships, and coordinate subcontractors and suppliers.

Key Responsibilities:

Operational Management:

• Oversee daily cleaning operations across designated sites.
• Ensure compliance with health & safety, COSHH, and environmental regulations.
• Conduct regular site cleaning audits and quality inspections.

Client Relationship Management:

• Build and maintain strong, trust-based relationships with clients.
• Act as the primary point of contact for all cleaning-related services.
• Attend client meetings, provide performance reports, and proactively address service issues.
• Understand client needs and tailor service delivery to exceed expectations.

Team Leadership:

• Recruit, train, and manage cleaning staff.
• Monitor performance, conduct appraisals, and implement development plans.
• Ensure adequate staffing levels and manage rotas effectively.

Subcontractor & Supplier Coordination:

• Manage relationships with subcontractors and external suppliers.
• Ensure third-party services meet contractual standards and KPIs.
• Negotiate contracts, monitor performance, and promptly resolve issues.

Financial & Contractual Oversight:

• Manage budgets and control costs without compromising service quality.
• Monitor contract KPIs and SLAs to ensure targets are met or exceeded.
• Support tendering and contract renewal processes as required.

Innovation & Continuous Improvement:

• Identify opportunities to enhance service delivery and efficiency.
• Implement new cleaning technologies and sustainable practices.

ESG & Sustainability:

• Promote sustainable cleaning practices, including eco-friendly products and waste reduction initiatives.
• Align service delivery with client ESG goals and support environmental reporting, in line with company policies.
• Ensure subcontractors and suppliers meet ESG and ethical sourcing standards.
• Drive continuous improvement through innovation, training, and stakeholder engagement.

Requirements:

• Proven experience in managing multi-site cleaning contracts or soft services.
• Strong understanding of cleaning standards, equipment, and chemicals.
• Excellent communication and client-facing skills.
• Ability to lead and motivate teams across multiple locations.
• Experience managing subcontractors and suppliers.
• Proficiency in Microsoft Office and reporting tools.
• IOSH/NEBOSH certification (desirable).
• BICS or equivalent cleaning qualification (preferred).

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.