Soft Services Manager in Milton Keynes

Reporting to: Account Manager

Contract Type: Full Time

Hours: 40

Salary: £48,000

Responsibilities

• Organise and manage the centres in accordance with Mitie and client standards.
• Be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry-leading service.
• Develop, train and manage all team members.
• Maintain compliance and run commercially in line with contract charges and requirements.
• Build and maintain client relationships, ensuring timely communication between all parties.
• Drive company and site performance to ensure best service for clients and guests.
• Act as Duty Senior Manager when required, ensuring operation in accordance with standard operating requirements.
• Ensure high levels of customer service are delivered.
• Plan and prepare for emergencies, supported by risk assessments and documented procedures.
• Assimilate information quickly to reach solutions; make strategic decisions and communicate them.
• Remain flexible and apply innovative solutions to changing situations.
• Provide exceptional leadership and direction of all staff, ensuring health, safety and welfare compliance.
• Initiate and manage regular reviews of risk assessments under Health and Safety at Work Act.
• Take charge of incidents or emergencies, supervising and managing the situation per Landsec and Mitie objectives.
• Manage contract supplies and optimise cost, quality and service efficiency.
• Provide clear, timely communication to client, Mitie, and other parties on key issues.
• Log and manage all incidents to completion.
• Maintain standards of dress, safety and presentation.
• Complete all required reports on time.
• Manage recruitment for new staff and ensure adequate resourcing of Security & Cleaning teams.
• Meet daily manning requirements and keep Workplace+ up to date.
• Deliver required training to all staff and meet training targets, including Site Induction and Training Matrix.
• Handle disciplinary, staff welfare, performance reviews and attendance matters per Mitie policies.
• Ensure contractual requirements are fulfilled and raise concerns to the Account Manager.
• Manage Key Performance Indicators and service level agreements; review monthly with the client.
• Build trusted relationships with suppliers, retailers and Landsec staff.
• Design and implement strategic business plans benefiting Mitie and aligning with Landsec requirements.

Person Specification

• Knowledge and understanding of Health, Safety, Environment and quality systems.
• Previous experience in Soft Services Management.
• Enthusiastic, motivational and driven for excellence.
• Initiative and results-oriented.
• Organised with ability to make robust judgments and prioritise.
• Honest, transparent and consistent.
• Earn respect of others.
• Flexible with a "can do" attitude.
• Strong commercial awareness.
• Ability to monitor and challenge processes.
• Excellent communication and relationship building skills.
• Excellent analytical skills for prioritisation.
• Resourceful and creative, delivering proactive initiatives.
• Significant experience managing people and challenging situations.
• Strong oral communication and presentation skills at a senior level.
• Excellent written skills for reports, incidents and presentations.
• Excellent interpersonal skills to liaise with security officers, managers and directors.
• Commercial awareness and management of a large security budget.
• Strong influencing skills to achieve business objectives.

Health and Safety Responsibilities

• Follow Group and company policies and procedures at all times.
• Report deficiencies that could lead to service failure, health, safety or environmental risks.
• Use all equipment and personal PPE properly and in accordance with training.
• Report issues or training needs to Line Manager or via incident reporting system.

Information Security

• Ensure compliance with Mitie's information security procedures.
• Proactively identify and report security risks to manager.
• Report actual and suspected security incidents.