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Soft Service Manager - Cleaning and Security

  • Location


  • Sector:


  • Job type:


  • Salary:

    £45k plus benefits

  • Contact:

    Daniel Tanner

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  • Published:

    17 days ago

  • Expiry date:


  • Startdate:


  • Consultant:

    Daniel Tanner

​Role: Soft Service Manager - Cleaning and Security

Salary: £45k plus benefits

Job Status: Permanent/Full-Time

Location: London

Vacancy Reference: VR/05054

Role Description:

Bridge Recruitment are networking for a Soft Service Manager to join the Team of one of our clients, a high profile Facilities service provider supporting customers across the country. As Soft Service Manager, you will be responsible for contract management within a shopping centre so retail experience is necessary. You will manage all aspects of training, health and safety and welfare and development at work. The ideal Soft Service Manager will have proven knowledge of security services, and the cleaning and support service industry, along with an SIA qualification.


  • Manage the delivery of the contract in line with company policies and procedures

  • Manage all aspects of training, H & S, development and welfare at work

  • Ensure all licenses and vetting for security teams are in place and updated accordingly

  • Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to do the job

  • Complete budget forecasts and manage all costs tracking expenditure to meet budgets and match P & L forecasts using the budget tracker documents

  • Provide professional support to the business in service-related matters and to the client in all contract matters

  • Control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is maintained at all times

  • Carry out daily centre audits to ensure high standards of cleanliness and a safe/secure environment is evident throughout the centre at all times

  • Manage recruitment, induction training, developing and retraining of staff, to include customer service training

  • Ensure all staff are competent to carry out their role

  • Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all

  • Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements

  • Plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix

  • Undertake “Out of Hours” site visits

  • Prioritise all incidents ensuring all key personnel are kept fully informed at all times

  • Ensure strict compliance to the Data Protection Act and associated regulations

  • Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis

  • Ensure any night/pm activity is correctly supervised and measured

  • Provide weekend Duty cover as required by the client

  • Manage the incident and accident reporting procedures

  • Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics

  • Support the client’s environmental objectives

  • Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client informed at all times

  • Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client

  • Ensure all team members are familiar with and adhere to the company’s and client’s onsite health and safety policies and procedures

  • Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with company policy and procedures

  • Ensure that all administration requirements of the client are met correctly

  • Attend monthly management meetings with Centre Management and General Manager

  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment

  • Use all work equipment and personal PPE properly and in accordance with training received

  • Report any issues or training needs to your Line Manager and /or via your divisional incident reporting system


  • Ability to communicate and engage effectively, with a wide range of audiences including clients, carers, staff and other professionals

  • Ability to compile clear and concise written reports

  • Budget management skills

  • Computer skills, specifically in relation to using Outlook and Word

  • Good time management and prioritisation skills

  • Prepared to work shifts (including weekends/nights)

  • Good customer service skills

  • Experience in working in a retail operational environment

  • Experience in working in a Network Rail environment (desirable)

  • Will work shifts on rota

  • Sound Leadership skills

  • Ability to show initiative and responsibility

  • IOSH Qualification or equivalent H&S qualification

  • Security Qualified (SIA) and knowledge of industry best practice & CCTV licence

  • Good working knowledge of Cleaning and Support Service Industry

  • Experience of Security Services

  • High Level of numeracy

  • First Aid and Incident Management

  • Fire Marshal