Soft Services Manager – Lakeside Village in Doncaster

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.