Soft Services Supervisor

Manchester Arndale; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading facilities management company in Manchester is seeking an experienced professional to deliver exceptional service across cleaning, security, and front of house teams. Responsibilities include managing service delivery, developing customer relationships, and ensuring compliance. Candidates should have proven leadership skills, operational experience, and appropriate health and safety qualifications. Join a dynamic team committed to customer delight in an inclusive environment.

Qualifications

• Proven track record of successful client relationship management.
• Experience leading and managing teams, particularly in cleaning, security, and front of house.
• Hands-on operational experience in facilities management.

Responsibilities

• Deliver a first-class, proactive service to achieve customer satisfaction.
• Manage service delivery to meet contractual obligations.
• Recruit and develop onsite operational teams.

Skills

Customer relationship management

Leadership

Communication strategies

Operational experience

Employee motivation

Education

Health and Safety qualification (IOSH or NEBOSH)

Tools

SIA SG/DS and CCTV licences

Job description

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

About The Role:

Shift Pattern: Monday to Friday 07:00 - 19:00

Role Overview:

• Ultimately responsible for delivering a first class, proactive and innovative service to achieve customer ‘delight’.
• Provide leadership to line managed teams (Cleaning, Security and Front of House Teams) offering professional guidance and direction, developing effective communication strategies.
• Establish and maintain highly effective customer relationships this will require acknowledging differing customer groups who sometimes have competing priorities.
• To ensure the efficient and safe operation, this is to include any peripheral services supplied to customers by wider OCS sectors and preferred suppliers.
• To provide a quality service to all customers.
• To ensure that adequate cover is established for all holiday and sickness.

Key Responsibilities:

• Manage the delivery of all services in your specific property/properties to provide consistently high levels of performance that meet contractual obligations to customers and the strategic objectives of the region.
• Communicate clearly and positively with staff at all levels to create a focus on business goals and build an environment where all staff are valued for their contribution.
• Build a network of close partnerships with customers, developing strong account management and encouraging multi-level relationships between all services, team, and customer teams.
• Liaise with other Managers to ensure high levels of staff motivation and productivity, increasing staff retention.
• To participate fully in any relevant external bodies and all opportunities for networking that raise the profile of OCS.
• Manage subcontractors and monitor performance against SLA’s and KPI’s.
• Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
• Recruit, develop and if necessary, manage the performance of all onsite operational team to deliver OCS and customer requirements.
• Motivate team members to deliver high quality service to customers and ensure all operatives have received the allocated number of MyReviews.
• Carry out daily site walk rounds to ensure that all service streams are delivering the standards required and where possible identify enhancements through technology.
• Ensure all Elogbook quotes and tasks are actioned promptly to ensure none become overdue.
• Complete Safe Site Inspections and Health checks monthly.
• Ensure all equipment failures are dealt with promptly to ensure minimum disruption to the day-to-day service provision.
• Support the client with any audits such as H&S, Environmental and Waste etc.
• Liaise and support the FOH team in putting together placemaking activities and events on site.
• Overseeing Social Media publishing; Twitter, Facebook, Aviary Building App, Website and Totems.
• Overseeing the creation of in-house promotional content.
• Organising and liaising with Street Vendors.

Skills & Qualifications:

• Ultimately responsible for delivering a first class, proactive and innovative service to achieve customer ‘delight’.
• Provide leadership to line managed teams (Cleaning, Security and Front of House Teams) offering professional guidance and direction, developing effective communication strategies.
• Establish and maintain highly effective customer relationships this will require acknowledging differing customer groups who sometimes have competing priorities.
• To ensure the efficient and safe operation, this is to include any peripheral services supplied to customers by wider OCS sectors and preferred suppliers.
• To provide a quality service to all customers.
• To ensure that adequate cover is established for all holiday and sickness.
• Evidence of “hands-on” operational experience and a track record of successful client relationship management.
• Proven record of managing, motivating, developing and retaining a dispersed workforce through others.
• Ideally Hold appropriate Health and Safety qualification e.g. IOSH or NEBOSH Certification.
• Knowledge of all soft services and experience in delivery.
• SIA SG/DS and CCTV licences required

How to Apply:

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.