Soft Services Manager

TN United Kingdom; Bournemouth; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Soft Services Manager to oversee security and cleaning contracts in a dynamic environment. This role requires a proactive leader who can manage a diverse team, ensuring high standards of service delivery that exceed client expectations. You will be responsible for budget management, staff training, and compliance with health and safety regulations. Join a company that values integrity, teamwork, and continuous improvement, while offering a comprehensive range of benefits including mental health support and a cycle-to-work scheme. If you are passionate about delivering exceptional service and fostering a positive workplace culture, this opportunity is perfect for you.

Benefits

24/7 GP access

Mental health support

Get Fit Programme

Cycle to work scheme

Financial and legal support

Employee perks app

Qualifications

• Proven leadership and interpersonal skills to engage effectively with diverse audiences.
• Strong budget management and problem-solving capabilities.

Responsibilities

• Manage the delivery of security and cleaning contracts to exceed client expectations.
• Conduct audits and ensure compliance with health and safety regulations.

Skills

Leadership skills

Interpersonal skills

Budget management

Problem solving

Time management

Communication skills

Security Qualified (SIA)

Knowledge of Cleaning & Support Service Industry

Education

Experience in facility management

Tools

Outlook

Word

Job description

As the Soft Services Manager you will be required to manage the delivery of the Security & Cleaning contracts to the standards required of both ABM and Savills.

Both internally and externally you will be required to ensure that the site, Management Centre, all public areas including all associated service yards/roads, toilets, common areas and back of house areas are fully secured and cleaned to a level of service which exceeds the client’s expectations and are safe through a planned and proactive management program.

ABM UK operate in an honest and integral manner, meeting our clients’ demands in the best way possible. We concentrate on putting people first – our employees and our customers. We believe in being open about what we do and how we do it. We are passionate about getting things right first time and delivering value for money. We also concentrate on getting the job done to the highest standard and everything we do is backed up by the quality of our service, our proactive relationship with the client, the creativity of our ideas and the direct approach we take.

KEY RESPONSIBILITIES:

1. To manage the delivery of the contract in line with company policies and procedures
2. Manage all aspects of the ABM colleagues including, training, H & S, development and welfare at work
3. Ensure all licences and vetting for security teams are in place and updated accordingly
4. Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to do the job
5. Complete budget forecasts and manage all costs tracking expenditure to meet budgets and match P & L forecasts using the budget tracker documents
6. Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered
7. Provide professional support to the business in service-related matters and to the client in all contract matters
8. To control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is always maintained
9. Lead and advise the team in managing absence and holiday records including sickness and annual leave for all site staff
10. Carry out daily centre audits to ensure high standards of cleanliness and a safe/secure environment is always evident throughout the centre
11. Manage recruitment, induction training, developing and retraining of staff, to include customer service training
12. Ensuring all staff employed by ABM are competent to carry out their role
13. Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
14. Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements
15. To plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix
16. Undertake “Out of Hours” site visits
17. Prioritise all incidents ensuring all key personnel are kept fully informed at all times
18. Ensure strict compliance to the Data Protection Act and associated regulations
19. Deliver excellent leadership, communication and motivation to the site based team including communicating on a daily basis so that a sound communication channel exists in order that team goals can be achieved
20. Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis
21. Lead the team in the identification of training needs and ensure accurate site records are maintained at all times
22. Ensure any night/pm activity is correctly supervised and measured
23. Provide weekend Duty cover as required by the client
24. Manage the incident and accident reporting procedures
25. Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics
26. Complete all company paperwork as required
27. Conduct return to work interviews and perform absence management processes as required
28. Ensure all team members carry out their duties in a correct and timely manner in accordance with the cleaning specification and to BICS standards
29. Support the client’s environmental objectives
30. Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client informed at all times
31. Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client.
32. Ensure all team members are familiar with and adhere to the company’s & client’s onsite health and safety policies and procedures
33. Ensure sufficient staff and equipment are available to meet all events requirements
34. Ensure regular communication and engagement sessions are in place to inform all (including the centre management) of all relevant information
35. Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with ABM policy and procedures
36. Foster and maintain excellent relationships with all parties on site including occupiers
37. Ensure we maintain a “one team” approach with the centre management team
38. All items of expenditure are to be either agreed and approved by the client in an open book format
39. Ensure that all administration requirements of the client are met correctly
40. Attend the monthly management meeting with Centre Management and ABM General Manager
41. Promote the ABM and Client brand at all times
42. Undertake any reasonable duties as requested to meet the needs of the client and ABM UK

Person Specification:

1. Ability to communicate and engage effectively, with a wide range of audiences including clients, staff and other professionals
2. Ability to compile clear and concise written reports
3. Budget management skills
4. Problem solving and decision making skills
5. Ability to manage resources
6. Leadership skills which will include the ability to effectively manage change
7. Computer skills, specifically in relation to using Outlook and Word
8. Good time management and prioritisation skills

Essential skills:

1. Sound Leadership skills
2. Good Interpersonal skills
3. Ability to show initiative and responsibility
4. Security Qualified (SIA) and Knowledge of industry best practice
5. Aptitude to receive and deliver training effectively
6. Deal with customers internally and externally
7. Be able to take responsibility
8. Good working Knowledge of Cleaning & Support Service Industry
9. Experience of Security Services is preferred but not essential
10. High Level of Numeracy

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page.

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.