Soft Services Manager

EMCOR UK; Cheltenham; On-site; GBP 40,500 - 49,500; Full time

Benefits offered by this job

Car Allowance

25 days holiday

Health cash plan

Discount shopping

Gym

Days out

Learning & development

Volunteering days

Job summary

EMCOR UK is seeking an experienced Facilities Manager to lead soft FM delivery at Cheltenham sites with national travel. You will oversee cleaning, catering, reception, waste and grounds, ensuring SLAs and KPIs are met.

The role combines team leadership, supplier management, budgeting, and UK HSE compliance. A degree in FM is preferred; IOSH/NEBOSH qualifications and IWFM/BICSc membership are advantageous.

Qualifications

• Experience in facilities management or soft services.
• Strong subcontractor and supplier management experience.
• Knowledge of UK health and safety legislation.
• Experience managing multi-site teams and coordinating cross-functional stakeholders.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead and oversee soft FM service delivery (cleaning, catering, reception, porterage, waste, grounds, pest control).
• Ensure services meet SLAs and KPIs; maintain high cleanliness and presentation standards.
• Develop site-specific Soft Service PPM programme and conduct site audits.
• Manage third-party suppliers; monitor performance; lead review meetings; support procurement.
• Lead on-site teams; train and develop staff; ensure staffing levels across sites.
• Ensure health & safety compliance; conduct risk assessments; manage incidents.
• Assist with budgeting for soft services and subcontractors; identify cost efficiencies.
• Act as main point of contact for clients; manage service requests and stakeholder reviews.
• Promote sustainability and ESG initiatives across sites.

Skills

Leadership

Subcontractor management

Supplier management

Health & Safety knowledge

Stakeholder management

Communication

Education

Degree in Facilities Management or related field

IWFM/BICSc membership advantageous

IOSH/NEBOSH health & safety qualification

Job description

Role Overview

Location: Cheltenham with national travel

Salary: Up to £45,000 + Car Allowance

Working Hours: Monday to Friday 0800 to 1700

Benefits: Car Allowance, 25 days holidays + Bank holidays, Health Cash Plan, Discount Shopping, Gym, Days Out, Learning & Development opportunities, Paid Volunteering Days, plus many more.

What You Will Do

Service Delivery

• Lead, manage and oversee all soft FM service delivery including cleaning, catering, reception, porterage, waste management, grounds maintenance, and pest control.
• Ensure services are delivered in line with service level agreements (SLAs) and key performance indicators (KPIs).
• Maintain high standards of cleanliness, hygiene, and presentation across all facilities.
• Develop site specific Soft Service PPM programme.
• Conduct regular site inspections and audits across all sites to ensure service quality and compliance.
• Ensure any tools and equipment are used and maintained in accordance with manufacturer guidelines.

Contract & Supplier Management

• Manage third‑party supply chain partners.
• Monitor supplier performance against contractual obligations.
• Lead supplier review meetings and performance evaluations.
• Support procurement activities including specifying, tendering and contract negotiations.
• Contribute to an effective innovative continuous improvement programme for key business elements such as services offered, products supplied, existing systems etc.

Team Leadership

• Lead, manage, supervise, and support on‑site soft services teams across multiple sites.
• Develop training and development for staff, ensuring that colleagues are fully competent and trained to undertake multiple tasks.
• Support site FM teams with performance reviews, development and succession planning for cleaning and catering colleagues.
• Support site FM teams to ensure appropriate staffing levels are maintained.
• Promote a positive team culture and high levels of employee engagement.

Health & Safety Compliance

• Ensure compliance with UK Health & Safety legislation and company policies.
• Conduct risk assessments and ensure safe working practices.
• Manage incident reporting and investigation where required.
• Support compliance with regulations such as those set by the Health and Safety Executive (HSE).

Budget & Financial Management

• Support site FM teams to manage budgets related to soft services and subcontractor costs.
• Monitor operational costs and identify opportunities for cost efficiencies.

Customer & Stakeholder Management

• Act as the main point of contact for site FM teams and client stakeholders regarding delivery of soft services.
• Manage service requests, complaints, and feedback effectively.
• Conduct regular client stakeholder meetings and service reviews.

Sustainability & Environmental Management

• Promote sustainable practices such as recycling and waste reduction.
• Monitor environmental performance and support ESG initiatives.

Who You Will Be

• Experience in Facilities Management or Soft Services Management, ideally within the defence sector.
• Strong subcontractor and supplier management experience.
• Knowledge of UK health and safety legislation.
• Experience managing teams in a multi‑site and multi‑service environment.
• Strong organisational and problem‑solving skills.
• Excellent communication and stakeholder management skills.
• Ability to obtain and maintain National Security Clearance.

Qualifications

• Degree or equivalent experience in Facilities Management, Business, or related field (preferred).
• Professional membership with organisations such as IWFM and/or BICSc is advantageous.
• Ideally with IOSH or NEBOSH health & safety qualification.

At EMCOR UK, we embrace and celebrate diversity in all its forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem‑solving.

We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.