Soft Services Manager in England

Company name: Mitie Business Services

Reporting to Head of Operations (North)

Job objectives and responsibilities

• To organise and manage the centres in accordance with and to the standards required by Mitie and the client.
• To be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry leading security service.
• Responsible for the management, development and training of all team members.
• Ensure the centre is compliant and run commercially in line with contract charges and requirements.
• Maintain and build the client relationship, ensuring communication between all parties is dealt with in a timely manner.
• Drive company and site performance to ensure the best service is received by the client and the client's guests.

Building Effective Teams

• Being the Front-line teams key point of contact and ensuring the Security & Cleaning operations team strives for and exceeds expectations on service excellence through first class management, customer focus and measured feedback, training and development.

Drive for Results

• To ensure that Mitie Security & Cleaning team reacts efficiently and effectively in line with SLA and KPI's across the centre.

Leadership Behaviours

• To line manage an operational site based team and communicate with other CSM's, Head of Operations and Account Director across the portfolio to ensure consistency of delivery.
• To drive a culture of high quality customer excellence including:

• Leading by example putting our people first
• Innovative mindset
• Smart and professional in appearance and manner
• Client focused – seeking to resolve client problems through Mitie solutions
• Proactively considering service delivery, not solely been task focused
• Driving a ‘fix it first time' culture
• Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team for these

Influencing and building effective relationships

• Foster and develop effective relationships with clients, internal stakeholders, employees and other Mitie colleagues.
• Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve.

Decision Making

• To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review.
• To successfully deliver within hours, consumables and other lines contained within the centre budget and monitor planned and reactive work streams.
• With accountability for ensuring that billing requests are submitted in a timely manner & planned tasks are adhered to.
• To ensure the development of the Mitie One Team ethos.

Main duties

• Act as (when required) the Duty Senior Manager for the centre, taking full responsibility for centre operation & ensuring the centre is operated in accordance with the standard operating requirements.
• Responsible for supporting and managing all of the centre operations both inside and outside of trading hours together with weekends.
• Including input and delivery of reports to the senior leadership team as required.
• Ensure a high level of Customer Service is delivered and maintained at all times.
• Lead in the planning and Centre preparations for emergencies, supported by risk assessments and documented, tried and tested procedures.
• Rapidly assimilate information from all available sources to enable a solution to the problem be reached.
• Make significant strategic rational and objective decisions based on the current situational report ensuring that decisions and actions are documented, are effectively communicated and delegated to relevant parties.
• Remain flexible and applying innovative solutions to the changing dynamics of situations.
• Provide exceptional leadership, management and direction of all staff, make the best use of all available staff and their skills taking into account their health, safety and welfare, ensuring that all actions are compliant with both the Centre and corporate documented instructions.
• To initiate and manage regular reviews of the assessments of risk under Health and Safety at Work Act.
• Ensuring that corporate and departmental Health and Safety policies and procedures are implemented at all times.
• In the event of an incident or emergency situation take charge, supervise and manage the situation applying the strategic aims and objectives of Landsec and Mitie.
• Keep abreast of the latest available technology and to make recommendations on the introduction of any suitable equipment/process.
• Manage contract supplies to include where required re-specify arrangements so as to optimize the cost, quality and efficiency of service.
• To provide clear and timely communication to client, Mitie and any other party on key issues that affect the business operation, customer and strategic service delivery.
• Ensure all incidents are logged and managed effectively through to completion.
• Ensure all required reports are completed fully in a timely fashion on all required platforms.
• To manage the recruitment process for all new staff and ensure the Security & Cleaning team is adequately resourced at all times.
• Ensure that manning requirement is met on a daily basis and ensure that Workplace+ is fully up to date at all times.
• Ensure the required Training is delivered to all staff and the required Training Targets are met.
• This includes Site Induction for new team members, site specific Training Matrix and the Hammerson Training Programme.
• Ensure that all Disciplinary / Staff Welfare / Staff Performance Reviews / Time and attendance matters are dealt with in accordance with Mitie Policies and Procedures.
• Ensure that all contractual requirements are properly filled and escape any concerns to the Head of Operations and Mitie Account Director.
• Management of Key Performance Indicators and service level agreements. These are to be reviewed on a Monthly basis with the site based client. All actions to recorded and completed in a timely fashion.
• Build a close and trusted relationship with all other parties within the centre, including suppliers, Retailers and Landsec staff.
• To design and implement Strategic business plans to the benefit of the Mitie operation and in line with Landsec requirements ensuring they comply with current legislation, quality requirements.
• Ensuring that both Hammerson and Mitie are represented in a professional and credible manner.

Person Specification

• Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
• Have previous experience of working in a Soft Services Management role.
• Enthusiastic, motivational, someone who strives for excellence.
• Someone who takes the initiative and drives for results.
• Organised, able to make robust judgements and prioritise.
• Honest, transparent and consistent.
• Gain and hold the respect of others.
• Have a flexible approach with a “can do” attitude.
• Strong commercial awareness.
• Ability to monitor and challenge the use of processes.
• Excellent communication and relationship building skills.
• Excellent analytical skills to critically evaluate the information gathered and prioritise activity and on-going communication.
• Resourceful and creative, able to deliver proactive initiatives within a large security department.
• Significant experience of managing people and challenging situations.
• Excellent oral communicator and proven ability in presenting information at a senior level.
• Strong 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 any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system;

Information Security

• Ensure compliance with Mitie's information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;