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Soft FM Manager / Soft Services Manager / Facilities Management Contracts Manager Hybrid working
Industry: Facilities Services
Employer - Highly reputable national large organisation within the Facilities Management industry
Location:Swindon / Hybrid
Salary: HIGHLY COMPETITVE + Excellent Bonus + Excellent Pension 8% going up to 10% Life Insurance + Mobile + Laptop + Pension + Excellent Company Benefits + 25 Days Holiday + Bank holidays + Great working environment
This is an opportunity to earn an exponential salary whilst working as Soft Services Manager for a highly established provider of facilities management who sits as a recognised quality provider within the industry. This business sits as a spearhead in innovation amongst their competitors for solutions and operates a high-quality operational capability to ensure maintenance of their reputation as a truly value-added provider in line with their policy to provide best in class quality within the industry. The opportunity for progression is excellent, this in addition to the excellent company organic growth and reward ethos makes it a true vehicle to success for aspirational individual who are keen to capitalise on a hugely rewarding salary package Given the rewards on offer the client is keen to employ individuals who have aspirations in line with the companys ethos for consistent growth, professional progression and advancement.
You will be responsible for the overall efficient and effective management of the Soft Services contract to provide an industry leading service. Responsible for the management, development and training of all team members. Ensure the contract 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.
Your role will be to manage the day to day operations of your team and their requirements, marrying this with a high end cleaning provision and excellent soft services solution, you will be responsible for ensuring adequate staffing is maintained, implementing training across the team working with the team to assist with the smooth running your contract. You will take ownership for financial overtime ensuring robust practices are in place for the management and reporting of these of processes. Ensure all training requirements are in place and that staff are suitably trained to undertake their role and fulfil their responsibilities whilst being a mentor for development. You will lead in the Supervision of the clients contract, ensuring services meet the requirements of interface with the clients, service providers and stakeholders, to ensure the expectations are being met and any additional services can be supported. The business prides itself on customer experience you will be proactive in your management approach and have you finger on the pulse of all aspects of the business.
This is an exciting opportunity to take responsibility for a contract which is of upmost importance to the business. 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.
Leadership Behaviours
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 internal solutions
Proactively considering service delivery, not solely been task focused
Influencing and building effective relationships
Foster and develop effective relationships with clients, internal stakeholders, employees and other 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.
Role Responsibilities:
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 the company
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, business 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 standards of dress, safety and presentation are maintained throughout the team.
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 client Training Programme.
Ensure that all Disciplinary / Staff Welfare / Staff Performance Reviews / Time and attendance matters are dealt with in accordance with business Policies and Procedures.
Ensure that all contractual requirements are properly filled and escalate any concerns to the Head of Operations and 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 client staff.
To design and implement Strategic business plans to the benefit of the company operation and in line with client requirements ensuring they comply with current legislation, quality requirements. Ensuring that both the client and company are represented in a professional and credible manner.
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 the companys information security procedures in all activities;
Proactively identify and report security risks to your manager;
Report actual and suspected security incidents.
The successful candidate should have the ability to exercise their role in the pursuit of achievement of the group strategy as a whole. In addition to this the role requires the capacity to understand and meet customer expectations in line with their needs and operational capability whilst ensuring all business is commercially viable.
Person and Skills Required:
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
Previous experience in a high-end retail environment
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
Company Benefits:
Company sick pay scheme
Enhanced Maternity, Adoption and Paternity Leave Pay
Excellent Company Pension Scheme
Death in Service (subject to eligibility criteria)
Operational capability: The client has an exceptional operations team nationally and in the region which prides itself on continuity of the team and performance, their monitoring and logistics centre, managed internally is second to none. The business manages large, prestigious clients with ease, whilst ensuring smaller accounts are given the same high level of service across the business. This company is focused on growth and understands the need to invest to ensure continuous improvement therefore they are looking for elite individuals to represent them in the market.
Send your CV for immediate consideration and interview.
