Soft Services Manager – Teesside Park in Stockton-on-Tees

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks: With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!
• Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

About The Role:

We are excited to be recruiting for a Soft Services Manager at Teesside Park, one of the region’s most iconic retail and leisure destinations, offering a vibrant and dynamic environment at the heart of the community! As the Soft Services Manager you will be responsible for the entire onsite team consisting of Cleaning, Maintenance and Security services, ensuring the highest of standards are adhered to at all times.

Key Responsibilities:

• Oversee and allocate tasks across the on-site Management team and wider workforce to consistently meet customer expectations.
• Monitor, audit and review service delivery standards, working with site management to implement continuous improvements.
• Lead, recruit and develop Cleaning, Maintenance and Security teams to ensure full coverage of contracted hours.
• Build strong working relationships with Centre Management, tenants and colleagues, resolving issues effectively and professionally.
• Manage budgets, including equipment, stock control and rota planning, ensuring cost efficiency.
• Ensure all equipment is safe, compliant and fit for use.
• Deliver inductions, health & safety training and ongoing coaching to drive team performance.
• Ensure all company compliance, policies and documentation are completed accurately and maintained.
• Drive high performance standards and positive behaviours across all service lines.
• Maintain a safe and secure environment for staff, visitors and the general public.
• Manage absence levels effectively, including accurate sickness reporting.
• Take part in and lead the Duty Manager rota for the contract.
• Carry out any additional duties required to deliver an effective and efficient service.

Key Requirements:

• Proven experience managing large teams across security, cleaning and/or maintenance services.
• Strong people management and leadership experience.
• Strong understanding of the retail or hospitality environment.
• A clear understanding of service excellence and “what good looks like”.
• Good knowledge of Health & Safety (IOSH Managing Safely or equivalent preferred).
• Fully PC literate with experience in reporting and systems use.
• Excellent communication skills, with the ability to engage and influence at all levels.
• Ability to work to budgets, deadlines and operational targets.
• A proactive team player with a collaborative approach.
• Strong customer service skills and a commitment to delivering high standards.
• Ability to build and maintain effective working relationships with stakeholders and colleagues.
• Responsible for Health & Safety compliance across the contract.
• Valid SIA Licence (essential).
• Full UK Driving Licence (essential).
• First Aid certification (desirable).

How to Apply:

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available. We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.