Soft Services Manager

JOB TITLE: Soft Services Manager
LOCATION: The Howard Centre, Welwyn Garden City, AL8 6HA
REPORTING TO: General Manager
SHIFT PATTERN: Monday to Friday - 0800 - 1700
SALARY: £40 200 per annum
MAIN PURPOSE OF ROLE:
As the Soft Services Manager you will be required to manage the delivery of the Security & Cleaning contracts to the standards required of ABM to a retail Shopping Centre outlet.
Both internally and externally you will be required to ensure that the site, Management Centre, all public areas including all associated service yards/roads, loading bay, toilets, common areas and back of house areas are fully secured and cleaned to a level of service which exceeds the clients expectations and are safe through a planned and proactive management program.
ABM Services operate in an honest and integral manner, meeting our clients demands in the best way possible. We concentrate on putting people first

our employees and our customers. We believe in being open about what we do and how we do it. We are passionate about getting things right first time and delivering value for money. We also concentrate on getting the job done to the highest standard and everything we do is backed up by the quality of our service, our proactive relationship with the client, the creativity of our ideas and the direct approach we take.
KEY RESPONSIBILITIES:
To manage the delivery of the contract in line with company policies and procedures
Manage all aspects of the ABM colleagues including, training, H & S, development and welfare at work
Ensure all licenses and vetting for security teams are in place and updated accordingly
Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to
do the job
Complete budget forecasts and manage all costs tracking expenditure to meet budgets and match P & L forecasts using the budget tracker documents
Ensure high standards are achieved at all times, being flexible to meet the changing operational needs on a
continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered
Provide professional support to the business in service-related matters and to the client in all contract matters
To control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is maintained at all times
Lead and advise the team in managing absence and holiday records including sickness and annual leave for all site
staff
Carry out daily centre audits to ensure high standards of cleanliness and a safe/secure environment is evident throughout the centre at all times
Manage recruitment, induction training, developing and retraining of staff, to include customer service training
Ensuring all staff employed by ABM are competent to carry out their role
Ensure adequate quality performance measures (KPIs/SLAs) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements
To plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix
Undertake Out of Hours site visits
Prioritize all incidents ensuring all key personnel are kept fully informed at all times
Ensure strict compliance to the Data Protection Act and associated regulations
Deliver excellent leadership, communication and motivation to the site-based team including communicating on a
daily basis so that a sound communication channel exists in order that team goals can be achieved
Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis
Lead the team in the identification of training needs and ensure accurate site records are maintained at all times
Ensure any night/pm activity is correctly supervised and measured
Provide weekend Duty cover as required by the client
Manage the incident and accident reporting procedures
Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics
Complete all company paperwork as required
Conduct return to work interviews and perform absence management processes as required
Ensure all team members carry out their duties in a correct and timely manner in accordance with the cleaning
specification and to BICS standards
Support the clients environmental objectives
Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client informed at all times
Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client.
Ensure all team members are familiar with and adhere to the companys & clients onsite health and safety policies and procedures
Ensure sufficient staff and equipment are available to meet all events requirements
Ensure regular communication and engagement sessions are in place to inform all (including the centre
management) of all relevant information
Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with ABM policy and procedures
Foster and maintain excellent relationships with all parties on site including occupiers,
Ensure we maintain a one team approach with the centre management team
All items of expenditure are to be either agreed and approved by the client in an open book format
Ensure that all administration requirements of the client are met correctly
Attend the monthly management meeting with Centre Management and ABM General Manager.
Promote the ABM and Client brand at all times
Undertake any reasonable duties as requested to meet the needs of the client and ABM Support Services
Person Specification:
Ability to communicate and engage effectively, with a wide range of audiences including clients, carers, staff and other professionals.
Ability to compile clear and concise written reports.
Budget management skills.
Problem solving and decision-making skills.
Ability to manage resources.
Leadership skills which will include the ability to effectively manage change.
Computer skills, specifically in relation to using Outlook and Word.
Good time management and prioritization skills.
Prepared to work shifts (including weekend/nights).
Good customer service skills
Experience in working in a retail operational
Experience in working in a Network Rail environmental (desirable)
Will work shifts on rota
Requirements
Essential skills
Sound Leadership skills
Good Communication skills
Good Interpersonal skills
Ability to show initiative and responsibility
IOSH Qualification or equivalent H&S qualification
Security Qualified (SIA) and Knowledge of industry best practice & CCTV license
Aptitude to receive and deliver training effectively
Deal with customers internally and externally
Be able to take responsibility
Good working Knowledge of Cleaning & Support Service Industry
Experience of Security Services
High Level of Numeracy
Ambitious
Flexible approach and will be working flexible shift patterns
First Aid and Incident Management
Fire Marshal
HEALTH & 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.
Benefits
Were proud to offer a great range of benefits including:
24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
Mental Health support and Life Event Counseling
Get Fit Programme
Financial and legal support
Cycle to work scheme
Access to Lifeworks, our innovative employee app where you can find:
Perks: discounts, gift cards, cashback, and exclusive offers
Life: Search for resources and tools on topics ranging from family and life to health, money and work
Support: Online chat or telephone service for urgent support in a crisis
For more information about ABMs benefits, visit our careers page
ABOUT US
ABM is one of the worlds largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries

from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK were proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

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