Soft Services Manager

Emcor UK; Greater Manchester; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Holiday Buy Scheme

Maternity & Paternity Policies

Refer a Friend scheme

GEMS - Recognition scheme

Learning & Development opportunities

Flex Benefits

Bike To Work Scheme

Paid volunteering and charity days

Medicash - Health cash plan

Employee Assistance Programme

Job summary

EMCOR UK is seeking a Soft Services Manager to oversee cleaning, catering, reception and other non-technical services across multiple sites in England. You will ensure SLAs/KPIs are met, manage suppliers, drive service improvement and maintain a safe, compliant workplace.

You will lead on-site teams, support training, manage budgets and promote sustainability while maintaining strong client relationships and stakeholder engagement.

Qualifications

• Experience in Facilities Management or Soft Services Management in a multi-site environment.
• Strong subcontractor and supplier management experience.
• Knowledge of UK health and safety legislation and client stakeholder management.

Responsibilities

• Lead and oversee soft FM service delivery (cleaning, catering, reception, waste management, grounds maintenance, pest control).
• Manage third-party supply chain partners and contract negotiations.
• Develop training and development for site staff and ensure staffing levels across sites.

Skills

Facilities Management

Leadership

Stakeholder management

Budgeting

Health & safety knowledge

Multi-site management

Communication

Education

Degree or equivalent in Facilities Management, Business, or related field

IOSH/NEBOSH health & safety qualification

Job description

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to \"create a better world at work\". Using our unique insight platform, \"One Data World,\" we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers' evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Role Overview: As the Soft Services Manager you will be responsible for the effective management, delivery, and continuous improvement of all soft facilities management services across several sites in England. This includes services such as cleaning, catering, reception, waste management, landscaping, pest control, and other non-technical support services to ensure a safe, clean, and welcoming environment for our client.

Service Delivery

• To 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 e.g. 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 & 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.

Experience & Qualifications

• 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, 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. Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed. Join us in building a better world at work.

Benefits

• Holiday Buy Scheme - up to 5 days a year
• Industry leading Maternity & Paternity Policies
• Refer a Friend scheme - worth £500 per referral
• GEMS - Internal recognition scheme with vouchers for Amazon and retail/dining
• Extensive Learning & Development opportunities, including opportunities for progression.
• Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
• Bike To Work Scheme
• Paid volunteering and charity days
• Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
• Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.