Soft Services Manager - CM0 - CM77

Ref: 216 Date Posted: Thursday 07 Oct 2021
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Salary £35K - Braintree

To assist the Senior Regional Facilities Manager & Management Surveyor in the delivery of high quality management service, for the benefit of the Landlord and Tenants for the Centre. The Soft Services Manager is to take a lead role in the operational management of the Centre, leaving the management surveyor free to focus on strategic issues, asset and client management opportunities.

Applications from suitably qualified ex-military personnel (Royal Air Force, Royal Navy, British Army, Royal Marines) are particularly relevant for this position but other qualified candidates are encouraged to apply

Main Responsibilities

  • Ensure the overall effectiveness and efficiency of security, cleaning and customer care provision.
  • Compilation and distribution of duty rotas.
  • Ensure supervisors and officers are performing their duties to the appropriate standard.
  • Undertake recruitment and selection of new staff and be responsible for administering the Company’s disciplinary procedures.
  • Complete annual appraisals on all members of site security and cleaning and making all such records available for examination.
  • Mentor security and cleaning officers on their appraisals and advise them on how to improve their performance where required.
  • Report any significant incidents to the Regional Facilities Manager and Site Surveyor, ensuring a full investigation has been completed to establish all facts.
  • Ensure close liaison with the local Police and encourage communication amongst tenant security providers.
  • Ensure staff attend company training days when required and carry out on site training for new personnel in particular CCTV and alarms control.
  • Submit for approval overtime schedules for staff alongside explanations where necessary.
  • Ensure all aspects of health and safety are followed, in particular those identified within the H&S procedures manual.
  • Ensure all aspects of staff management are followed, in particular those identified within the HR Manager’s Handbook.
  • Co-ordinate any unit/site evacuation.
  • Co-ordinating events and attendance on site for all events.
  • Dealing with the maintenance of the site and report to the Regional Facilities Manager and Site Surveyor.
  • Undertaking on-site training for emergency procedures etc.
  • In order to comply with the Security Industry Act 2001, ensure that all officers hold a valid SIA Security Licence and where necessary a Public Space Surveillance Licence.
  • Dealing with Tenants and Contractors as and when required.
  • Spend at least one hour a day talking with the retailers. The Soft Services Manager is encouraged to ”walk” the development prior to the Centre opening each day and addressing any concerns with the site teams.
  • To review and monitor ongoing training and development of all Centre Management staff and implement Training Needs Analysis for each team member on a six (6) monthly basis.
  • Attend all management Meetings and any other meeting as requested by the Surveyor/Asset Manager/Landlord.
  • Prepare Purchase Orders and approve within the pre-agreed approval limits.
  • Maintain accurate records of correspondence, contractors on site, file notes on all meetings with retailers and any other relevant information that should be maintained to provide a proper audit trail.

Necessary Skills, Experience & Qualifications


  • Experience in management of security, cleaning and maintenance staff
  • Knowledge and experience managing services to an agreed budget
  • Able to work on own initiative and meet tight deadlines
  • IOSH or NEBOSH H&S qualification
  • First Aid qualification

Interested applicants will be expected to complete and return by email a simple application form to which CVs must be pasted.