Soft Services Manager - Midsummer Place, Milton Keynes

Key Responsibilities

• Ensure effective security and customer care, focusing on enhancing guest experiences.
• Compile and distribute duty rotas; oversee Security Duty Managers and Cleaning Team Leaders to uphold performance standards.
• Manage recruitment, appraisals, mentoring, and disciplinary processes, maintaining accurate documentation.
• Hold total responsibility for the cleaning standards at Midsummer Place Shopping Centre.
• Manage the delivery of all sub‑contracted and bought‑in services.
• Hold regular (daily, weekly, and monthly) team meetings to ensure all activities associated with service delivery meet the changing needs of the Centre.
• Investigate and report significant security incidents to senior management.
• Develop and implement sustainable cleaning practices to reduce waste, conserve resources, and minimise environmental impact.
• Promote recycling and eco‑friendly waste disposal throughout the site.
• Oversee all waste disposal and recycling activities to ensure compliance with environmental regulations.
• Ensure all cleaning chemicals and equipment meet environmental and health safety standards, regularly reviewing products to align with sustainability goals.
• Establish and maintain high hygiene standards in all areas, including public and high‑traffic spaces.
• Coordinate seasonal and periodic deep cleaning schedules, especially in areas with increased seasonal traffic.
• Oversee training for staff on Savills procedures and processes, on‑site equipment, and emergency protocols, ensuring compliance with health, safety, and HR guidelines.
• Coordinate site evacuations and emergency procedure training.
• Ensure all team members hold valid SIA Security Licences.
• Foster a positive, collaborative work culture with a focus on compliance and community support.
• Act as an ambassador for the Centre, promoting mental well‑being initiatives and team recognition.
• Empower and motivate team members, setting clear objectives and driving strategic growth for the Environmental Services & Security teams.
• Establish and monitor departmental budgets, emphasising productivity and efficient resource use.
• Work closely with other departments in Midsummer Place to support Centre objectives.
• Ensure adherence to health & safety, security, and environmental standards.
• Take responsibility for the day‑to‑day management of both the cleaning and security operations.
• Ensure robust and consistent operational procedures are in place and adhered to within both the cleaning and security teams.
• Maintain onsite documentation to the highest standard, ensuring compliance with all relevant legislation, including compliance and audit regulations.
• Be an operationally minded decision‑maker with strong leadership skills, embracing flexibility and change.
• Foster strong people management to ensure operatives and teams work in partnership for operational excellence.
• Exhibit strong communication skills and build relationships with tenants to ensure compliance with the Tenants Handbook.
• Maintain compliance with operational standards and uphold Health and Safety (H&S) procedures at the Centre.
• Oversee the effective and efficient day‑to‑day running of the Centre, ensuring personnel discharge their duties and provide assistance when necessary.
• Record all accidents and near misses and attend to serious incidents to take control as necessary.
• Manage first aid kit supplies and maintain the emergency ‘Grab Bag,’ conducting monthly checks.
• Conduct daily checks of common areas, addressing any remedial works promptly and ensuring safety for all visitors and tenants.
• Address inquiries from tenants, contractors, the public, or others who may make contact.
• Establish and maintain good relations with various authorities and local agencies, including local authorities and emergency services.
• Lead by example – this is a hands‑on role.
• Solutions focused; the individual will demonstrate the ability to identify opportunities/challenges and take action to deliver solutions.

Skills, Knowledge, and Experience

• Minimum of three years in security and facilities management within the retail, leisure, or hospitality sectors.
• Strong people management skills: valid SIA Security Licence and Public Space Surveillance Licence (if required).
• In‑depth knowledge of health and safety regulations and a commitment to compliance.
• Effective communicator and team leader with the ability to deliver results under pressure.
• Financial acumen, organisational skills, and a strong analytical mindset.
• Willingness to adopt a flexible approach to work patterns and work weekends/evenings/night shifts as required.
• Accurate record‑keeping with good attention to detail.
• Self‑motivated, able to work on own initiative and deal with demanding situations.
• Ability to work well with others, make clear decisions, and continue to deliver results under pressure.
• Knowledge of managing services within an agreed budget.
• IOSH or NEBOSH Health & Safety qualifications.

Working Hours – Full time = 40 hours (working patterns – weekend working is required to fulfil the role and working one night shift a quarter is required to spend time supporting the night shift teams).

Salary – £47,000