Soft Services Manager

CBRE, Inc.; City of Westminster; On-site; GBP 60,000 - 76,000; Full time

Job summary

CBRE is seeking a Soft Services Manager to lead a team delivering workplace experience services such as Concierge, Reception, Meeting & Event Management, and related administrative duties within a designated building. You will supervise delivery, ensure high service standards, and support staff development.

The role emphasizes leadership, vendor management, client relationships, and continuous process improvements while upholding safety standards in line with CBRE RISE values.

Qualifications

• Experience leading teams in workplace, hospitality, facilities, or soft services.
• Track record of delivering premium customer experiences in corporate environments.
• Experience managing third-party service providers and outsourced contracts.
• Ability to identify and implement process improvements.

Responsibilities

• Supervise employees and monitor training and development.
• Conduct performance evaluations and coaching.
• Oversee recruiting and hiring of new staff.
• Coordinate daily activities and set staff deadlines.
• Build trusted client relationships and negotiate with partners.
• Ensure timely invoicing and cost management for services.
• Identify opportunities for efficiency and safety compliance.
• Lead by example and promote CBRE RISE values.

Skills

Team leadership

Staff development

Performance coaching

Vendor management

Client relationship management

Negotiation

Process improvement

Tools

Microsoft Office

Job description

About the Role:

As a CBRE Soft Services Manager, you will be responsible for managing employees that oversee the delivery of workplace experience services. Examples of services include Concierge, Reception, Meeting & Event Management, and administrative office duties. This job is part of the Workplace Experience function. They are responsible for providing world‑class customer service to the clients and visitors of a designated building.

What You'll Do:

• Provide formal supervision to employees.
• Monitor the training and development of staff.
• Conduct performance evaluations and coaching.
• Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities.
• Establish work schedules, assign tasks, and cross‑train staff.
• Set and track staff and department deadlines.
• Mentor and coach as needed.
• Build and maintain a trusted client relationship.
• Negotiate with clients, partners, and associates to resolve conflicting priorities.
• Ensure support provided by the team is efficient and consistent.
• Suggest process improvement efforts on a regular basis.
• Assist with developing strategic solutions.
• Assess technological and training needs for Workplace Experience teams and clients.
• Always follow safety standards with employees, clients, and vendors.
• Develop vendor partnerships with the intention of cost saving efforts.
• Manage negotiations for contract services.
• Confirm that all vendors have current proof of insurance and contractual documentation.
• Oversee programs ran by third party vendors. This includes food delivery, organizing events, providing transportation, or mail distribution.
• Ensure all invoices for business services billed.
• Ensure support provided by the team is efficient and consistent.
• Lead by example and model behaviors that are consistent with CBRE RISE values.
• Influence parties of shared interests to reach an agreement.
• Apply knowledge of own discipline and how own discipline integrates with others to achieve team and departmental objectives.
• Identify, troubleshoot, and resolve day‑to‑day and moderately complex issues which may or may not be evident in existing systems and processes.

What You'll Need:

• Experience managing and developing teams within workplace, hospitality, facilities, or soft services environments.
• Experience delivering a premium customer experience within corporate environments.
• Experience managing third‑party service providers and outsourced contracts.
• Evidence of improving service delivery, efficiency, or customer experience.
• Experience implementing new processes, technology, or workplace initiatives.
• In‑depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Experience ensuring compliance with health & safety standards.
• Strong track record of building trusted relationships with clients and senior stakeholders.