Head of Soft Services

The Soft Services Manager, reporting directly to the CEO, will be responsible for developing and driving the company’s Soft Services delivery capability. The Head of Soft Services will embrace the development, implementation and management of a company-wide QM system to support the business in its delivery of strategic growth through existing and future operations. The Head of Soft Services has a highly customer focused role, building relationships with Customers as well as subcontractors and managing directly employed colleagues.

Success in the role depends on a level of commercial awareness and sector knowledge to optimise budget management, service improvement and/or cost reduction. This is a key role and will have a significant impact on the image and reputation of the company. The role will cover Cleaning, Archiving, Shredding, Concierge, Mailroom and any other non-technical activities delivered as part of the service offering in Jersey.

This role will oversee the delivery of all soft facilities management services, ensuring compliance, safety, quality and efficiency in all aspects of service delivery.

The ideal candidate will be able to demonstrate strong leadership and team management skills, excellent organisational and planning abilities with attention to detail, understanding of soft services general building maintenance as well as being proficient in the use of Microsoft Office and facilities management software.

Requirements

• Responsible for soft services activities at all customer service sites in the Jersey, to the specific service level agreements and standards developed for each client facility.
  


• Be a leader within the business, ensuring strict adherence to the Company’s core values.
  

·         Contract management to look after existing customers and the new opportunities – pricing proposals, site visits/customer meetings, dealing with complaints, invoicing, debt management support etc. along with cold calling new customers and creating leads

• Oversite  of Quality, Health & Safety and Environmental services to ensure appropriate response arrangements are in place, current and subject to regular tests.
  


• Responsibility for maintaining approvals to ISO 9001, 14001 and any additional applicable accreditations concerning Soft Services, including British Institute of Cleaning Science (BICS) and Security Industry Association (SIA) Certification and Registration.
  


• Identify and communicate recruitment requirements to the CEO
  


• Undertake (with the cleaning manager) the hiring process; induction; training; performance management of Soft Services personnel, including dealing with planned and unplanned leaves of absence.
  


• Ensure there is a sufficient bank of qualified and available staff to cover planned and unplanned leaves of absences
  


• If necessary, personally cover unplanned leaves of absence.
  


• Accurate monitoring daily of ‘hours booked’ and ‘clocked hours’.
  


• Compile daily inspection checklist to monitor standard of work and completion to the schedule.
  


• Coordinate with other teams for any additional unscheduled or additional works.
  


• Assist Line Management with the development and implementation of policies, procedures, controls, and measures for Soft Services.
  


• Overall responsibility for ensuring employees delivering Soft Services are compliant with Company’s QHSE management.
  


• Assist the CEO to fulfil Quality Assurance/Quality Control (QA/QC) & Health & Safety, Environmental (HSE) requirements by use of applicable QA/QC & HSE procedures, tools and methods. (Risk assessment, HSE plans, QA/QC plans and systems, QA/QC audits, investigations, reporting)
  


• Drive the preparation of monthly, quarterly and annual company reporting on Soft Services.
  


• Participate in audits of critical suppliers and internal processes, so as to minimize risk and maximize return.
  


• Manage the compilation and ongoing maintenance of Soft Services procedures and plans specific to the needs of the business, and review, monitor, analyse, and report performance statistics, objectives, and targets for business improvement
  


• Review and analyse data from audits, accident investigations, near misses, concessions, defect reports and customer complaints to identify adverse trends and implement preventive action.
  


• Provide support and expertise to line management in incident investigation and reporting (including dangerous occurrences and occupational diseases).
  


• Provide Soft Services advisory services to management, engineers and project managers including involvement in tender / pre-qualification as required
  


• Respond to client Soft Services requests, interact with clients, and prepare site specific or project specific Soft Services delivery plans and procedures
  


• Facilitate all forms of risk assessment e.g. general, manual handling, COSHH, fire prevention etc
  


• Ensure that all relevant documentation (legislation, rules, regulations and industry standards) is made available to employees
  


• Develop and implement operational plans to ensure effective service delivery, contract mobilisation & renewal, meeting contractual obligations and KPIs
  


• Serve as the primary point of contact for customers regarding soft services & contracts
  


• Track and analyse team performance and service quality providing regular reports to the CEO
  


• Manage relationships with external suppliers and contractors ensuring high quality service delivery
  


• Assist in managing budgets for soft services providing cost effective solutions and controlling expenses
  


• Undertaking/delivering toolbox talks
  


• Any other duties deemed appropriate to the role, as and when required
  

Benefits