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- Tasks: Lead and manage soft services across a prestigious commercial portfolio in London.
- Company: Forward-thinking organisation with a focus on service excellence.
- Benefits: Competitive salary up to £100,000 plus benefits and career development opportunities.
- Why this job: Make a real impact by driving innovation and enhancing customer satisfaction.
- Qualifications: Proven leadership in facilities management with strong financial acumen.
- Other info: Join a dynamic team and foster a culture of excellence and accountability.
The predicted salary is between 72000 - 120000 £ per year.
Soft Services Director – London
Salary: Up to £100,000 per annum + Benefits
Contract Type: Full-Time, Permanent
An outstanding opportunity has arisen for a proven leader in facilities management to join a well-established and forward-thinking organisation as a Soft Services Director. This pivotal role will oversee the strategic and operational delivery of all non-technical services across a prestigious commercial portfolio in London.
This is a key appointment requiring a commercially astute professional who can drive service excellence, lead high-performing teams, and foster strong stakeholder relationships while ensuring operational and financial targets are consistently met.
Role Overview
As Soft Services Director, you will take overall responsibility for the management, development, and performance of a diverse range of soft service functions. This includes the delivery of front-of-house, customer experience, environmental, and support services—ensuring they align with the client\’s brand, expectations, and contractual obligations.
Reporting to the Operations or Managing Director, you will work closely with senior internal teams and external partners to implement strategies that improve operational efficiency, drive innovation, and enhance customer satisfaction across the estate.
Key Responsibilities
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Provide strategic leadership and operational oversight across all soft service lines within the commercial portfolio
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Lead, inspire, and mentor site-based and regional teams to foster a culture of excellence, accountability, and continuous development
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Maintain full ownership of operational budgets, financial forecasting, and reporting; ensuring delivery within financial targets
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Develop and maintain robust stakeholder relationships at all levels, acting as a key interface between client leadership and internal service teams
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Ensure compliance with statutory, contractual, and company standards in areas including health & safety, risk management, ESG, and operational policies
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Lead on mobilisation, transformation, and service improvement programmes as required
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Monitor service performance and implement KPIs, SLAs, and quality assurance mechanisms to ensure consistent high-level delivery
Candidate Profile
The ideal candidate will be a credible and commercially focused soft services leader with a proven track record of delivering excellence within a similar scale, multi-site environment—ideally within the commercial real estate, corporate or high-end built environment sectors.
Essential Experience & Competencies:
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Significant senior-level experience in soft services or facilities management, including managing large operational teams across multiple sites
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Strong financial acumen, including experience in P&L responsibility, budgeting, and forecasting
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Demonstrated success in leading client-facing operations and developing long-term stakeholder relationships
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Proven ability to implement change programmes and improve service delivery models in complex environments
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High level of personal integrity, professionalism, and gravitas
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Strong understanding of health & safety, compliance, and industry regulations
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Experience working within a performance-driven, customer-centric culture
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Soft Services Director employer: Empro Consultants Ltd
Contact Detail:
Empro Consultants Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Soft Services Director
✨Tip Number 1
Network like a pro! Get out there and connect with people in the facilities management sector. Attend industry events, join relevant LinkedIn groups, and don’t be shy about reaching out to potential contacts. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Showcase your leadership skills! When you get the chance to chat with hiring managers or during interviews, share specific examples of how you've led teams to success. Highlight your experience in driving service excellence and building strong stakeholder relationships.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle operational challenges or improve service delivery models. Practise your responses so you can confidently demonstrate your strategic thinking and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for talented individuals like you. Plus, applying directly can sometimes give you an edge over other candidates. So, what are you waiting for? Get your application in!
We think you need these skills to ace Soft Services Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Soft Services Director role. Highlight your experience in facilities management and any leadership roles you've held. We want to see how your skills align with the job description!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've driven service excellence and led high-performing teams in the past.
Showcase Your Financial Acumen: Since financial management is key for this role, be sure to include any relevant experience with budgets, P&L responsibility, and forecasting. We love seeing candidates who can demonstrate strong financial skills!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Empro Consultants Ltd
✨Know Your Stuff
Before the interview, dive deep into the company’s values and recent projects. Understand their approach to soft services and how they align with your experience. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Soft Services Director, you'll need to lead teams effectively. Prepare examples of how you've inspired and mentored teams in the past. Highlight specific situations where your leadership made a difference in service delivery or team performance.
✨Financial Savvy is Key
Brush up on your financial acumen. Be ready to discuss your experience with budgets, P&L responsibilities, and forecasting. You might be asked to provide insights on how you’ve managed operational budgets in previous roles, so have some figures and examples at the ready.
✨Build Rapport with Stakeholders
Demonstrate your ability to foster strong relationships with stakeholders. Prepare to discuss how you've successfully navigated client interactions and built long-term partnerships. This will show that you understand the importance of collaboration in achieving operational excellence.
