Soft Services Manager

CBRE Group, Inc.; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

CBRE Group, Inc. in London is seeking a Soft Services Manager to oversee workplace experience services such as Concierge, Reception, Meeting & Event Management, and admin duties.

You will supervise staff, coordinate daily activities, and build trusted relationships with clients and vendors. The role requires experience in facilities or soft services, managing outsourced contracts, improving service delivery, and a strong command of Microsoft Office.

Qualifications

• Experience managing and developing teams in 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.

Responsibilities

• Provide formal supervision to employees and conduct performance evaluations.
• Coordinate daily activities, set work schedules and deadlines.
• Build and maintain trusted client relationships and negotiate priorities.
• Ensure efficient, consistent team support and drive process improvements.
• Oversee vendor partnerships and contract services, including invoicing.

Skills

Team leadership

Hospitality

Facilities management

Vendor management

Process improvement

Microsoft Office

Health & safety

Client relationships

Tools

MS 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.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential.

We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.