Soft Services Manager

TN United Kingdom; Oxford; On-site; GBP 40,000 - 70,000; Full time

Job summary

This innovative firm is seeking a dedicated Soft Services Manager to oversee the operational delivery of essential services such as cleaning and security. You will ensure high service standards while managing a diverse team and collaborating with key stakeholders. Your role will involve continuous improvement initiatives and maintaining compliance with health and safety standards. If you have a strong background in managing multi-service contracts and a passion for enhancing service quality, this is a fantastic opportunity to make a significant impact in a prestigious environment.

Qualifications

• 5+ years experience managing large multi-service contracts.
• Proven track record of continuous improvement and innovation.

Responsibilities

• Lead and manage the operational delivery of Soft Services.
• Ensure adherence to processes and procedures across service functions.
• Develop and maintain excellent working relationships with stakeholders.

Skills

People Management

Continuous Improvement

Stakeholder Management

Health and Safety Compliance

Contract Management

Data Analysis

Negotiation Skills

Education

GCSE in English and Maths

FM/IWFM Qualification Level 4

Job description

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We are looking for an experienced and motivated Soft Services Manager to lead and manage the operational delivery of key services, including Cleaning, Security, Waste Management, Laundry, Hygiene, Grounds Maintenance, and more, for our prestigious client near Oxford.

As a Soft Services Manager, you will be responsible for ensuring the highest standards of service are met and continuously improved in line with industry best practices. You'll oversee and coordinate the Atlas Soft Services team, managing scheduling and service delivery either directly or through trusted service partners.

Principle Duties and Responsibilities

1. Operational
2. People management of the Soft Services team including Supervisors, Cleaners, Security, and Stores as per Atlas processes and procedures, ensuring a one team mentality across all service functions; work with the Account Director and other service leads.
3. Lead all HR related activity including recruitment, absence, investigations, grievances, etc.
4. Regularly meet with all direct reports for informal and formal meetings to review performance and opportunities for improvement or training. Set objectives for direct reports and meet regularly to review.
5. Management and coordination of all Soft Services tasks and activity including self-delivery and subcontracted works.
6. Explore ways to enhance soft service activity to improve productivity, sustainability, and quality.
7. Act as the Subject Matter Expert (SME) for the contract, providing advice and support as required.
8. Ensure adherence to processes and procedures, offering support and feedback to the Operational teams where required.
9. Develop and maintain excellent working relationships with key stakeholders.

Commercial

1. Ensure all Soft Services are delivered in accordance with the contract and Atlas commitments.
2. Assist in producing KPI performance data and evidence for the monthly customer service reviews and governance structure.
3. Review subcontractor performance regularly, addressing performance concerns or opportunities for improvement.
4. Support the Account Director and Continuous Improvement Manager in creating a Soft Services strategy to drive continuous improvement and innovation.
5. Own the Soft Services Strategy, ensuring key milestones are met, progress is tracked, and reported as appropriate.

Performance & Quality

1. Commit to continuous improvement of quality processes.
2. Ensure company procedures are followed and high customer service levels are maintained.
3. Reflect a professional company image through all communications and actions.
4. Ensure service levels meet the standards agreed with Infineum, considering the best interests of the client and customers at all times.
5. Complete all Soft Service audits within agreed timeframes and use this information for trending and improvements.

Governance

1. Provide soft services management information to the Account Director, ensuring adherence to contractual and governance requirements.
2. Develop a customer-focused culture, building strong relationships and stakeholder management through effective communication.

Health and Safety

1. Monitor and manage the health and safety of the Soft Services team, ensuring adherence to safety practices.
2. Submit accident and incident reports promptly.
3. Engage regularly with the Infineum Health and Safety Manager to review practices and improve safety processes.

Freedom to Act

1. Operate within Atlas Corporate Governance limits.
2. Organize, direct, and prioritize team and outsourced service providers to deliver outputs.
3. Operate within operational guidelines and escalate H&S issues when necessary.

About You

Qualification, Certifications, and Training

• GCSE in English and Maths or equivalent.
• FM/IWFM qualification Level 4 or above (desirable).

Knowledge, Role Skills, and Experience

• 5+ years experience managing large multi-service contracts.
• Proven track record of continuous improvement and innovation.
• Experience supporting Business Development and Sales, including presentations.
• Strong collaborative relationships with customers.
• Experience producing data and information packs.
• Knowledge of commercial and contractual discussions.
• Ability to influence, negotiate, and effect change.
• Strong interpersonal skills across organizational levels.
• Maintains a positive outlook and composure under pressure.
• Ability to interpret and communicate performance data with operational and commercial insight.