Soft Service Manager

About The RolePurpose of the Role: Responsible for the day-to-day cleaning & security responsibilities for a retail park ensuring that the cleaning specifications are adhered to. Delivering outstanding customer services to all visitors to the site. Ensuring all security and cleaning staff are performing to the satisfaction of the Client. Implementing appropriate training and development of staff, delivery of site responsibilities in accordance with the Assignment Instructions, fulfilment of all contracted hours/ duties, proactive and reactive support to the Client. To assist, provide leadership, support, direction and guidance to the OCS day and night teams, with a strong and positive stance to the delivery of excellent and appropriate customer service.

You will be working 2-week rotating shift pattern including one weekend, 08:00 to 17:00, 40 hours per week, on a permanent, full-time basis.

Duties and Responsibilities:

• Driving service excellence standard throughout the team
• Continually monitoring and evaluating the performance of the team to ensure the required standards of delivery are met
• Carrying out patrol of the grounds of the retail park
• Building and maintaining a professional relationship with all internal & external customers
• Ensure staffing levels are kept in line with the contractual agreement, recruiting as required
• Maintaining effective and accurate communication
• Ensure that OCS's and the centre's Health and Safety Policy is met, maintained and regularly reviewed in line with the needs of the business and any legislative change
• Ensure equipment is maintained and regularly inspected
• The ordering of stock and uniform for the site within budgetary and contractual constraints
• Maintain management information for the Regional Manager in relation to KPIs/SLA's
• Control and maintenance of detailed information including rotas, hours, budgets, training, absenteeism
• Maintaining a high standard of customer service delivery
• Carrying out performance reviews to keep team in line with contractual duties
• Following and understanding of OCSs policies and procedures
• Carry out any other reasonable request of the Client, Regional Manager or Senior Management Team

Requirements:

• Valid SIA licences
• IOSH qualification
• First Aid at work
• Customer Service Training I.e. World Host or similar course or qualification
• High levels of customer care
• Good command in English both written and spoken
• Prior working knowledge of COSHH and RIDDOR
• Use of Microsoft word and Excel and confident in IT
• Prior experience in working in Soft Service role on a high footfall environment
• Highly developed influencing and relationship management skills
• Ability to act decisively and remain calm under pressure
• Effective networker and relationship developer, who can contribute to a team based
• Ability to champion, support and deliver business initiatives
• Report writing / presentation skills
• Ability to work unsupervised and take responsibility

About The CompanyOCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.