At a Glance
- Tasks: Lead the delivery of soft services, ensuring safety, cleanliness, and client satisfaction.
- Company: Join ABM, a global leader in integrated facility solutions.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Be part of a diverse team committed to creating smarter, connected spaces.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in managing soft services and strong operational leadership required.
The predicted salary is between 46000 - 46000 € per year.
LOCATION: Gyle Shopping Centre
SHIFT PATTERN: Monday to Friday with occasional weekends depending on business needs
SALARY: £46,000 per annum
Role Overview and Purpose
The Soft Services Manager is responsible for the successful delivery of all soft services at Gyle, including security, internal and external cleaning, landscaping and trolley management. This is a contract‑leadership role with responsibility for service performance, compliance, standards, and client satisfaction across the entire estate. The postholder will provide visible, decisive leadership, maintain absolute control of operational detail, and continuously evolve the service to meet changing client and customer expectations. The postholder maintains clear oversight of service delivery, sets expectations, and ensures that Duty Managers and frontline teams operate in line with agreed requirements. The role requires a commercially aware, forward‑thinking manager who takes ownership, drives improvement and sets the standard for how the contract is delivered.
Key Responsibilities
- Manage the delivery of the soft services contract in line with company policies, procedures and agreed specifications
- Provide operational leadership across all soft services, supporting Duty Managers to deliver consistent standards
- Ensure the estate is safe, secure, clean and well‑presented at all times
- Maintain effective control of rosters, manning levels and payroll inputs, ensuring compliance is maintained
- Carry out regular site inspections and audits to ensure service quality and compliance standards are achieved
- Ensure all training, licensing and vetting requirements are in place and kept up to date
- Lead recruitment, induction, development and performance management of site teams
- Ensure incidents, accidents and near misses are managed, reported and investigated correctly
- Maintain up‑to‑date risk assessments, assignment instructions and standard operating procedures
- Ensure correct and safe use of equipment, materials and chemicals in line with COSHH requirements
- Promote and support the client’s environmental and sustainability objectives
- Act as the senior operational point of contact for the client and centre management team
- Identify risks, service gaps and improvement opportunities and take appropriate action
- Ensure accurate completion of all required records, reports and documentation
- Lead by example, setting clear standards for professionalism, conduct and performance
- Provide management cover as required to meet the operational needs of the site
- Undertake any reasonable duties necessary to ensure the successful delivery of the contract
Required Skills and Experience
Essential
- Proven experience managing soft services within a complex operational environment
- Strong operational leadership with the ability to maintain standards and control delivery
- SIA Licence and knowledge of security operations
- IOSH or equivalent health & safety qualification
- Confident decision‑maker with a practical, solutions‑focused approach
- Strong written and verbal communication skills
Desirable
- Experience in a retail, mixed‑use or high‑footfall environment
- Knowledge of cleaning standards (BISC)
- Experience managing external environments and estate presentation
Personal Attributes
- Operationally driven and delivery focused
- Proactive and forward‑thinking
- Comfortable leading managers and setting clear expectations
- Calm, organised and in control in a live environment
- Takes pride in service quality and site presentation
Benefits
- 24/7 GP: Both you and your immediate family can speak to a UK‑based GP from the comfort of your own home
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work, our innovative employee app where you can find:
- Perks: discounts, gift cards, cashback, and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health, money and work
- Support: Online chat or telephone service for urgent support in a crisis
For more information about ABM’s benefits, visit our careers page.
About ABM
ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue‑chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world.
Soft Service Manager employer: ABM UK
ABM is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With comprehensive benefits such as 24/7 GP access, mental health support, and a focus on sustainability, employees at Gyle Shopping Centre can thrive in a dynamic environment while making a meaningful impact in facility management. Join us to be part of a forward-thinking team that values innovation and excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Soft Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how they align with your experience. This will help you tailor your responses and show that you're genuinely interested in the position.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. This will boost your confidence and help you articulate your skills and experiences more effectively.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Soft Service Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Soft Service Manager role. Highlight your experience in managing soft services and any relevant qualifications, like your SIA Licence or IOSH certification. We want to see how you fit into our vision!
Showcase Your Leadership Skills:As a Soft Service Manager, strong operational leadership is key. Use your application to demonstrate your ability to lead teams, maintain standards, and drive improvements. Share specific examples of how you've successfully managed teams in the past.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experience at a glance.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at ABM UK
✨Know Your Soft Services Inside Out
Make sure you understand the ins and outs of soft services management. Brush up on your knowledge of security operations, cleaning standards, and compliance requirements. This will help you demonstrate your expertise and show that you're ready to take charge.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about times when you maintained high standards or improved service delivery. Being able to articulate your leadership style and how it aligns with the role will set you apart.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations related to the role. For instance, how would you handle a service gap or a compliance issue? Practising your responses to these scenarios will help you think on your feet during the interview.
✨Demonstrate Your Client-Focused Mindset
Since client satisfaction is key, be prepared to discuss how you've prioritised client needs in previous roles. Share specific examples of how you've gone above and beyond to ensure clients are happy with service delivery.
