Soft Services Manager

Mitie Group plc.; Milton Keynes; On-site; GBP 40,000 - 48,000; Full time

Job summary

A leading facilities management company in Milton Keynes is seeking a Soft Services Manager to effectively manage their contracts and ensure top-tier service delivery. The successful candidate will demonstrate excellent leadership abilities, develop and train team members, and maintain strong client relationships. They will be responsible for compliance with health, safety, and quality standards. This full-time role offers an annual salary of £48,000.

Qualifications

• Previous experience in Soft Services Management is essential.
• Strong communication and interpersonal skills are required.
• Flexible with a positive attitude and ability to motivate others.

Responsibilities

• Manage the centres to meet client standards.
• Develop and train all team members effectively.
• Maintain compliance with contract requirements.
• Build and maintain client relationships.

Skills

Knowledge of Health and Safety

Excellent communication skills

Strong commercial awareness

Experience in Soft Services Management

Team management

Analytical skills

Leadership

Job description

Job Title: Soft Services Manager

Reporting to: Account Manager

Contract Type: Full Time

Hours: 40

Salary: £48,000

Responsibilities

• Organise and manage the centres in accordance with Mitie and client standards.
• Be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry‑leading service.
• Develop, train and manage all team members.
• Maintain compliance and run commercially in line with contract charges and requirements.
• Build and maintain client relationships, ensuring timely communication between all parties.
• Drive company and site performance to ensure best service for clients and guests.
• Act as Duty Senior Manager when required, ensuring operation in accordance with standard operating requirements.
• Ensure high levels of customer service are delivered.
• Plan and prepare for emergencies, supported by risk assessments and documented procedures.
• Assimilate information quickly to reach solutions; make strategic decisions and communicate them.
• Remain flexible and apply innovative solutions to changing situations.
• Provide exceptional leadership and direction of all staff, ensuring health, safety and welfare compliance.
• Initiate and manage regular reviews of risk assessments under Health and Safety at Work Act.
• Take charge of incidents or emergencies, supervising and managing the situation per Landsec and Mitie objectives.
• Manage contract supplies and optimise cost, quality and service efficiency.
• Provide clear, timely communication to client, Mitie, and other parties on key issues.
• Log and manage all incidents to completion.
• Maintain standards of dress, safety and presentation.
• Complete all required reports on time.
• Manage recruitment for new staff and ensure adequate resourcing of Security & Cleaning teams.
• Meet daily manning requirements and keep Workplace+ up to date.
• Deliver required training to all staff and meet training targets, including Site Induction and Training Matrix.
• Handle disciplinary, staff welfare, performance reviews and attendance matters per Mitie policies.
• Ensure contractual requirements are fulfilled and raise concerns to the Account Manager.
• Manage Key Performance Indicators and service level agreements; review monthly with the client.
• Build trusted relationships with suppliers, retailers and Landsec staff.
• Design and implement strategic business plans benefiting Mitie and aligning with Landsec requirements.

Person Specification

• Knowledge and understanding of Health, Safety, Environment and quality systems.
• Previous experience in Soft Services Management.
• Enthusiastic, motivational and driven for excellence.
• Initiative and results‑oriented.
• Organised with ability to make robust judgments and prioritise.
• Honest, transparent and consistent.
• Earn respect of others.
• Flexible with a "can do" attitude.
• Strong commercial awareness.
• Ability to monitor and challenge processes.
• Excellent communication and relationship building skills.
• Excellent analytical skills for prioritisation.
• Resourceful and creative, delivering proactive initiatives.
• Significant experience managing people and challenging situations.
• Strong oral communication and presentation skills at a senior level.
• Excellent written skills for reports, incidents and presentations.
• Excellent interpersonal skills to liaise with security officers, managers and directors.
• Commercial awareness and management of a large security budget.
• Strong influencing skills to achieve business objectives.

Health and Safety Responsibilities

• Follow Group and company policies and procedures at all times.
• Report deficiencies that could lead to service failure, health, safety or environmental risks.
• Use all equipment and personal PPE properly and in accordance with training.
• Report issues or training needs to Line Manager or via incident reporting system.

Information Security

• Ensure compliance with Mitie's information security procedures.
• Proactively identify and report security risks to manager.
• Report actual and suspected security incidents.