At a Glance
- Tasks: Lead cleaning operations and ensure a 5-star workplace experience in a flagship London site.
- Company: Join a dynamic company focused on service excellence and innovation.
- Benefits: Competitive salary, career growth opportunities, and professional development support.
- Other info: Hands-on role with excellent advancement potential in facility management.
- Why this job: Make a real impact by creating a clean and welcoming environment for all.
- Qualifications: 3-5 years in commercial cleaning with supervisory experience required.
The predicted salary is between 45000 - 55000 € per year.
Location: 1 Broadgate, Liverpool Street, London EC2
Working pattern: Full time, fully site-based
The Role
We’re recruiting an experienced Soft Services Manager to lead service excellence in a brand-new, flagship London headquarters. This is a senior, visible role suited to someone who thrives in high-spec environments and brings a strong front-of-house, people-first mindset. The business is entering an exciting period of restructure and consolidation, with multiple London offices being brought together into this flagship site. In this new role, you'll play a key role in ensuring a smooth transition, setting service standards from day one, and delivering a 5‑star workplace experience.
Position Overview
The Soft Services Manager is responsible for overseeing comprehensive cleaning operations at a designated site, ensuring the delivery of exceptional cleaning standards that create a healthy, safe, and welcoming environment for all building occupants. This role emphasizes cleaning service excellence while maintaining oversight of supporting soft services including waste management, pest control and specialised cleaning requirements.
Key Responsibilities
- Cleaning Operations Management
- Direct and oversee all cleaning operations including daily maintenance cleaning, deep cleaning programs, specialised surface treatments, and periodic intensive cleaning projects.
- Develop and implement cleaning schedules that optimise coverage while minimising disruption to building operations.
- Monitor cleaning quality through systematic inspections, occupant feedback, and standardised assessment protocols to ensure consistently high standards across all areas.
- Quality Control & Standards
- Establish and maintain rigorous cleaning quality standards aligned with industry best practices and client expectations.
- Conduct regular quality audits using detailed checklists and photographic documentation to track performance trends.
- Implement corrective action protocols for areas not meeting standards, working directly with cleaning teams to address deficiencies and prevent recurrence.
- Cleaning Team Leadership
- Supervise and develop on‑site cleaning staff, providing hands‑on training in proper cleaning techniques, equipment operation, and safety procedures.
- Create detailed work assignments ensuring optimal coverage of all areas within allocated timeframes.
- Conduct regular performance evaluations, recognise outstanding work, and implement improvement plans for team members requiring additional support.
- Cleaning Contract & Vendor Management
- Manage relationships with cleaning contractors and suppliers, ensuring strict adherence to service level agreements and performance metrics.
- Monitor contractor performance through daily oversight, documented inspections, and regular performance reviews.
- Coordinate with procurement teams on cleaning supply orders, equipment maintenance contracts, and specialised cleaning services.
- Cleaning Technology & Equipment
- Oversee the selection, deployment and maintenance of cleaning equipment including floor care machines, vacuum systems, pressure washers and specialised cleaning tools.
- Ensure all equipment is properly maintained, calibrated and operated safely.
- Evaluate new cleaning technologies and methodologies that could improve efficiency, reduce environmental impact or enhance cleaning outcomes.
- Chemical Management & Safety
- Manage the safe storage, handling and application of cleaning chemicals in strict compliance with safety data sheets and regulatory requirements.
- Ensure all cleaning staff are properly trained in chemical handling procedures and equipped with appropriate personal protective equipment.
- Maintain accurate chemical inventory records and coordinate with suppliers on product specifications and delivery schedules.
- Hygiene & Infection Control
- Implement and oversee enhanced cleaning and disinfection protocols, particularly in high‑touch areas, washrooms, food service areas and during health emergencies.
- Stay current with evolving hygiene standards and public health guidelines, adapting cleaning procedures as necessary.
- Coordinate with health and safety teams to ensure cleaning practices support overall facility hygiene objectives.
- Waste Management & Recycling
- Supervise waste collection, sorting and disposal operations to maintain clean, odour‑free environments while supporting sustainability initiatives.
- Monitor waste management contractor performance and ensure proper handling of different waste streams including general waste, recycling, confidential waste and specialised disposal requirements.
- Client Relations & Communication
- Serve as the primary point of contact for cleaning‑related concerns, responding promptly to service requests and occupant feedback.
- Communicate proactively about planned cleaning activities, temporary service modifications and any issues that might impact building operations.
- Develop positive relationships with facility managers, tenant representatives and building occupants through consistent, professional service delivery.
Required Qualifications
- Education & Experience
- Minimum 3‑5 years of experience in commercial cleaning operations with at least 2 years in a supervisory or management capacity.
- Demonstrated experience managing large‑scale cleaning contracts and leading cleaning teams in commercial or institutional environments.
- Technical Expertise
- Comprehensive knowledge of commercial cleaning methods, equipment and chemicals across diverse surface types and environments.
- Understanding of infection control protocols, BICS and environmental regulations affecting cleaning operations.
- Familiarity with green cleaning practices and sustainable cleaning product alternatives.
- Experience with cleaning management software and mobile applications for work order tracking and quality documentation.
- Leadership & Management Skills
- Proven ability to lead, train and motivate cleaning teams in demanding operational environments.
- Strong organisational skills with the ability to coordinate multiple cleaning activities simultaneously while maintaining quality standards.
- Experience conducting performance evaluations, managing disciplinary processes and implementing staff development programmes.
- Communication & Problem‑Solving
- Excellent interpersonal skills with the ability to communicate effectively with diverse stakeholders including cleaning staff, building occupants, contractors and senior management.
- Strong problem‑solving capabilities with a proactive approach to identifying and resolving cleaning challenges before they impact service quality.
- Customer service orientation with the ability to handle complaints professionally and implement effective solutions.
- Physical Requirements & Certifications
- Ability to perform physical inspections throughout multi‑story facilities, including climbing stairs and accessing all areas requiring cleaning oversight.
- Valid driver's licence may be required for travel between building areas or supply procurement.
Working Conditions
This is a hands‑on, site‑based position requiring daily presence during operational hours with flexibility to adjust schedules based on cleaning requirements and building activities. The role involves significant time walking throughout facilities, conducting inspections in various environments including kitchens and outdoor spaces. Occasional evening or weekend work may be required during deep cleaning projects, emergency cleaning situations or special events requiring enhanced cleaning support.
Performance Metrics
Success in this role is measured through cleaning quality scores, occupant satisfaction ratings, contractor performance metrics, budget adherence, safety incident rates and staff retention. Regular performance reviews will assess achievement of cleaning standards, effectiveness of team leadership, successful vendor management and contribution to overall facility operations excellence.
Career Development
This position provides excellent opportunities for advancement within facility management, with potential progression to senior facilities management roles, regional cleaning operations oversight or specialised positions in infection control, sustainability or facility operations management. The company supports professional development through industry training programmes, certification opportunities and continuing education in emerging cleaning technologies and methodologies.
Soft Services Manager employer: Integral UK Ltd
Join a forward-thinking company as a Soft Services Manager at our flagship headquarters in London, where you will lead a dedicated team to deliver exceptional cleaning standards and create a welcoming environment. We pride ourselves on a people-first culture that fosters professional growth, offering extensive training and development opportunities to help you advance your career in facility management. With a commitment to sustainability and innovation, you'll be part of an exciting transformation that prioritises service excellence and employee satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Soft Services Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to current employees at companies you’re interested in. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. When you walk into that interview, you want to show them you’re not just a fit for the role, but for the team too. We all love a good cultural match!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. This will help you get comfortable with common questions and refine your answers. Plus, it’s a great way to boost your confidence before the real deal!
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows you’re genuinely interested in the position and appreciate the opportunity to interview. And hey, if you apply through our website, we’ll make sure your application gets the attention it deserves!
We think you need these skills to ace Soft Services Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Soft Services Manager role. Highlight your previous management experience in cleaning operations and any relevant qualifications to show us you’re the right fit.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about leading service excellence and how your people-first mindset aligns with our values. Be specific about your achievements in previous roles.
Showcase Your Leadership Skills:As a Soft Services Manager, you'll be leading teams, so make sure to highlight your leadership experience. Share examples of how you've motivated teams, managed performance, and implemented training programmes in your application.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Integral UK Ltd
✨Know Your Cleaning Standards
Familiarise yourself with the latest cleaning standards and best practices in the industry. Be ready to discuss how you would implement these standards in a high-spec environment, as this role demands exceptional service excellence.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led cleaning teams in the past. Highlight your experience in training staff, conducting performance evaluations, and managing team dynamics to ensure a positive workplace culture.
✨Understand Client Relations
Be prepared to talk about your approach to client communication and how you handle feedback. This role requires strong interpersonal skills, so think of specific instances where you've effectively resolved issues or improved client satisfaction.
✨Demonstrate Problem-Solving Abilities
Think of challenges you've faced in previous roles and how you overcame them. The interviewers will want to see your proactive approach to identifying and resolving cleaning challenges before they impact service quality.
