Soft Services Manager (Security & Cleaning)

Anchor Group Services; Liverpool; On-site; GBP 40,000 - 55,000; Full time

Job summary

A prominent service management company is seeking an experienced Soft Services Manager to lead security and cleaning operations at a high-profile retail destination in Liverpool. The role involves overseeing team performance and ensuring exceptional cleanliness and customer service standards. Candidates should have proven experience in managing large teams within cleaning and security, alongside strong leadership skills. This position offers various benefits including 28 days holiday, professional development, and access to on-site facilities.

Benefits

28 days holiday including bank holidays

Access to training via the Anchor Academy

Auto Enrolment Pension

Cycle to Work Scheme

Free on-site parking

Discounted gym membership

Qualifications

• Experience managing large, multi-functional teams within security and cleaning is essential.
• Strong leadership and people management skills with the ability to develop teams.
• Ability to manage change efficiently while maintaining high service standards.

Responsibilities

• Oversee and manage day-to-day security and cleaning operations.
• Lead a team of security and cleaning staff ensuring high service standards.
• Ensure compliance with health & safety and operational procedures.

Skills

Leadership

Communication

Problem-solving

Team management

Client relations

Education

5-year checkable employment history

Valid frontline SIA Licence

Tools

Microsoft 365

Timegate

Zoho

Job description

Overview

An exciting opportunity has arisen to join Anchor Group Services for an experienced Soft Services Manager to lead the security and cleaning operations at the prestigious St Johns Shopping Centre, a high‑profile retail destination in the heart of Liverpool.

As Soft Services Manager, you will oversee all aspects of soft services operations, ensuring exceptional standards of cleanliness, safety, and customer service across the site. You will manage and inspire a diverse team, driving performance and compliance while promoting a positive and professional working environment. This position demands strong leadership, excellent communication skills, and a proactive approach to problem solving, making it an ideal opportunity for a results‑driven professional looking to make a significant impact in a dynamic retail environment.

We are seeking an individual with proven experience in soft services management, specifically with a strong background in both cleaning and security operations. The successful candidate will demonstrate exceptional leadership skills, operational expertise, and the ability to deliver outstanding service standards across multiple service areas.

Responsibilities

• Oversee and manage day‑to‑day security and cleaning operations, ensuring smooth service delivery across the site.
• Lead and manage a team of security and cleaning staff, ensuring effective rostering, welfare checks, and ongoing training to maintain high service standards.
• Ensure compliance with health & safety, GDPR, and operational procedures, including the management of Control Room operations, CCTV systems, and key control processes.
• Conduct regular site audits, reporting on cleaning and security performance, and implementing necessary improvements.
• Act as the main point of contact for client relations, attending meetings, providing operational updates, and ensuring SLAs and KPIs are met.
• Working in close partnership with the Centre Management team, you will play a key role in creating a safe, welcoming, and vibrant space for visitors, tenants, and staff.
• You will take ownership of day‑to‑day operational oversight of the site, ensuring smooth coordination of services, adherence to health and safety regulations, and delivery of contractual obligations.
• Support recruitment, staff development, and performance management, working closely with HR and senior management.
• Manage stock levels and procurement of cleaning consumables, ensuring cost‑effective use of resources.
• Take a lead role in emergency procedures, coordinating site evacuations and supporting business continuity plans.
• Maintain accurate records, including incident reports, staffing records, and compliance documentation.
• Ensure a professional, customer‑focused approach at all times, fostering a positive experience for visitors, tenants, and stakeholders.
• As part of the duty management team, you will assume the role of Duty Manager working 8:00‑17:00 when scheduled as per the site – this will include occasional Saturday shifts, with the opportunity to take a day in lieu during your standard working hours.

Qualifications

• Experience managing large, multi‑functional teams within security and cleaning is essential.
• Desirable to have experience in a retail/customer environment with a strong understanding of flexible resource management.
• Strong leadership and people management skills with the ability to develop teams.
• Create and manage fully flexible staff rotas for both security and cleaning teams, ensuring optimal coverage and effective workforce planning.
• Excellent communication and presentation skills, with experience engaging with clients and senior management.
• Ability to manage change efficiently while maintaining high service standards.
• Strong problem‑solving skills and the ability to analyse and resolve operational challenges.
• Knowledge of compliance, health & safety, and employment law related to soft services management.
• Proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint).
• Previous experience with workforce management systems (Timegate, Zoho).
• Experience with recruitment, disciplinary processes, and risk assessments.
• A flexible and adaptable approach with a strong sense of teamwork.
• Full 5‑year checkable employment history.
• A valid frontline SIA Licence.

Benefits

• 28 days holiday including bank holidays.
• Access to further training and professional development via the Anchor Academy.
• Auto Enrolment Pension.
• Stream – access to pay as you earn it.
• Cycle to Work Scheme.
• Free Employee Assistance Programme 24/7 including access to counselling.
• Hospital Saturday Fund.
• Reward and Recognition awards.
• Free on‑site parking.
• Discounted membership at the brand‑new state‑of‑the‑art onsite gym.