Soft Services Manager

Mitie; Brighton; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading facilities management provider is seeking a Soft Services Manager for HMRC's flagship site in Newcastle upon Tyne. This role involves managing cleaning services, ensuring compliance with health and safety procedures, and representing the company professionally with clients. The ideal candidate will possess excellent communication and organizational skills, and have experience with high-profile clients.

Qualifications

• Experienced Soft Services Manager or similar role.
• Well-organised with the ability to manage competing demands.
• Client-facing role requiring professionalism and integrity.

Responsibilities

• Manage and lead delivery of soft services on site.
• Supervise cleaning operatives and ensure compliance.
• Liaise with stakeholders to ensure seamless service delivery.

Skills

Knowledge of cleaning standards and processes

Good communication skills

Excellent IT skills

Ability to multi-task and prioritise

Tools

Microsoft Office

CAFM system (e.g., Maximo)

Job description

Soft Services Manager - Pilgrims Quarter, Newcastle upon Tyne

Job Overview: We are seeking a Soft Services Manager to support FM Operations at HMRC's flagship site at Pilgrims Quarter, Newcastle upon Tyne.

Reporting to the Head of Operations, the Soft Services Manager will manage all soft services including cleaning, waste and porterage and act as a key liaison for HMRC's workplace experience, ensuring consistent service delivery.

The role is a 12 month fixed term contract, covering the interim services Mitie have been asked to provide during the construction and fit out of the site.

Main Duties

• Manage and lead the delivery of soft services on site, with a focus on delivery of the cleaning service.
• Team Supervision: Lead and support cleaning operatives, ensuring the service is delivered safely, efficiently and to agreed standards.
• Compliance & Safety: Maintain records of all tasks completed. Reporting of hazards, incidents and follow-up actions.
• Risk Management: Ensure Mitie health & safety procedures are followed; suitable and sufficient task risk assessments and COSHH assessments are in place; and encourage safe working practices.
• Stakeholder Engagement: Liaise with HMRC, contractors, and internal teams to ensure seamless service delivery. Support site audits, including but not limited to QHSE, environmental or cleaning.
• Training & Development: Monitor performance and service delivery, identifying and delivering training to the team.

What We're Looking For

We're looking for an experienced Soft Services Manager, or similar role, with knowledge of cleaning standards and processes. Ideally with experience of working with a high-profile client, you will be well organised, with the ability to multi-task, prioritise and manage competing demands. Good communication skills, verbal and written, are essential with the ability to adapt to the situation and audience. Excellent IT skills are essential with knowledge of Microsoft Office, Teams and experience of working with a CAFM system, such as Maximo.

This is a client-facing role, and we're looking for someone who can represent Mitie with professionalism, integrity, and empathy—living our values every day.

Our Values

• We are one Mitie
• We go the extra mile
• Our diversity makes us stronger
• Our customers' business is our business
• We are built on integrity and trust