Soft services manager in Doncaster

About the role

Responsible for managing daily operations and the onsite FM team in a busy retail environment. This includes overseeing cleaning, security, and maintenance services, while working closely with centre management, retailers, and contractors to ensure a safe, compliant, and high-quality site. The role requires maintaining high standards, adapting to operational needs, and driving continuous improvement. It also involves Duty Manager responsibilities on a rotating basis, including evenings and weekends.

Key responsibilities

• People Management: Lead, develop, and support teams, ensuring strong performance, training, and wellbeing. Build a capable, well-equipped team.
• Security & Cleaning: Maintain high standards in line with SIA and retail requirements; manage rotas to meet operational needs.
• Operations: Ensure effective team structure, adequate cover, and smooth delivery during peak and off-peak periods.
• Customer Service: Deliver a consistently high standard of service, with teams representing the client professionally.
• Health & Safety: Ensure full compliance, regular reviews, training, and risk assessments to keep all site users safe.
• Client & Innovation: Support client needs, drive continuous improvement, and introduce new ideas and best practices.
• Teamwork & Communication: Promote a one-team approach, with a proactive, can-do attitude and strong communication.
• Relationship Management: Maintain strong knowledge of the retail sector and build effective stakeholder relationships.

Cleaning Responsibilities

• Ensure cleaning standards meet contract and quality requirements.
• Manage onsite staff to deliver all contracted and additional services.
• Promote safe working practices and ensure full compliance with COSHH and legal requirements, including staff training.
• Support and guide the cleaning supervisor to maximise team performance.
• Drive efficiency and continuous improvement in processes and service delivery.
• Oversee ordering of consumables and uniforms.
• Maintain accurate training records, identifying opportunities to upskill and develop team members.

Security Responsibilities

• Maintain and exceed SIA and centre security standards.
• Adapt security protocols to evolving threats and emergency planning requirements.
• Support and guide security supervisors to maximise team performance.
• Maintain and regularly review site assignment instructions and reference manuals.
• Manage subject access requests in line with centre procedures and GDPR requirements.
• Conduct and manage CCTV investigations, including evidence handling for relevant authorities.
• Ensure all staff hold valid SIA licences and required certifications, with renewals completed on time.

HR / Employee Responsibilities

• Manage team performance, training, and development to meet operational requirements.
• Oversee recruitment and induction to ensure appropriate staffing levels.
• Develop and manage rotas across cleaning, security, and maintenance teams.
• Monitor holidays, absence, and staffing levels to maintain site coverage.
• Handle investigations, disciplinary, and grievance processes.
• Support employee wellbeing and welfare.
• Conduct regular performance and development reviews.
• Maintain accurate records and ensure all documentation meets company and statutory requirements.
• Work closely with the Regional Director, ensuring clear communication and transparency.

Experience, Skills & Requirements

• Proven experience in facilities management across cleaning, security, and maintenance.
• Strong people management skills with the ability to motivate teams and manage challenging situations.
• Experience in HR, ER, and Health & Safety (IOSH/NEBOSH desirable).
• Demonstrated ability to build and maintain strong client and stakeholder relationships.
• Financial and budget management experience.
• Excellent organisational, problem-solving, and resource management skills.
• Strong communication and presentation skills, including reporting at a senior level.
• Competent in Microsoft Office and general IT systems.
• Flexible, proactive approach with a “can do” attitude and ability to challenge and improve processes.
• Strong written skills for reports, incidents, and presentations.
• SIA licence desirable but not essential.

About our company

At BardWood Support Services we are recruitment specialists, supporting the facilities industry in the UK since 2015. We recognize that PEOPLE are our most valued resource and as such we aim to ensure our employees are matched within the right role that suits them, with a view to help them progress.