Purpose of the Role

The Soft Services Manager is to ensure the overall smooth operational running of The Treaty Centre, by overseeing all Security and Cleaning operations and training of all staff whilst maintaining a safe and pleasant environment for our customers.

The Soft Services Manager will also work closely with the Centre Manager in the discharging of their duties including overseeing the maintenance staff &/or service partners at The Treaty Centre during her absence from site.

Key Responsibilities

• To take ownership and being fully accountable for the day to day management of both the cleaning and security operations for the The Treaty Centre with the support of the service partner’s cleaning and security managerial/supervisory staff.
• Ensure robust and consistent operational procedures are in place and adhered to within both the cleaning and security teams.
• To lead, motivate and inspire all direct and indirect reports and to proactively support all team members.
• To be highly focused on the achievement of all business objectives and excellence as standard.
• Ensuring all onsite documentation is maintained to the highest standard to include documentation related to all current relevant legislation including the compliance and audit regulations.
• The post holder must be an operationally minded decision maker with strong leadership skills; they must be flexible and readily embrace change.
• Particular strength will be required in people management so that operatives and teams are working in partnership to deliver operational excellence.
• Strong communication skills and the ability to build relationships are also essential.
• Liaise with tenants to ensure compliance with Tenants Handbook in particular with regards to shop fascia lighting, shop front cleanliness, refuse management, key holders.
• Ensure compliance at all times with operational standards.
• Maintain Health and Safety (H&S) procedures, policies and operations of the Treaty Centre to the highest possible standards at all times.
• Attend all management meetings and other meetings as requested by Centre Manager, Head Office or the Client.

Security & Cleaning operations

• Ensure that the day-to-day running of The Treaty Centre is carried out effectively and efficiently, that the personnel working within The Treaty Centre are discharging their duties and provide assistance where necessary.
• Ensure that all personnel complete duties to the highest standard and are well presented.
• Attend all serious incidents within The Treaty Centre, take control of any serious incidents that occur as necessary and ensure all accidents and near misses are recorded and acted upon.
• Control and re-order first aid kit supplies ensuring that there are sufficient staff on site to administer first aid, as and when needed.
• Maintain the emergency ‘Grab Bag’ and monthly checks of same.
• Ensure that fire and H&S regulations are adhered to in all parts of The Treaty Centre by inspection, checking the signs, advising on defects, improvements required, etc.
• Patrol the public areas on a regular / irregular basis throughout the day checking on cleanliness, maintenance, landscaping, security etc.
• Maintain overall control of the security operations, paying particular regards to incident response and customer care.
• Maintain overall control of the cleaning operations to ensure a consistent and high standard of cleaning throughout the scheme and back of house areas.
• Maintain overall control of the waste management systems in place ensuring effective waste management and controls.
• Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
• Ensure that daily checks are undertaken of the common areas within The Treaty Centre. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors and occupiers.
• Assist the Centre Manager to ensure that all H&S / insurance documents are updated and kept on site in respect of the retained contractors.
• Ensure that H&S policy is complied with at all times.
• Ensure that The Treaty Centre management team deal with enquiries by telephone, personal visits from occupiers, service partners, the public, or whoever may have reason to make contact.

Public Relations & Liaison

• Establishing, developing and maintaining good relations / partnerships with various authorities and local agencies, notably:-
• Local authority (Hounslow Council)
• Emergency Services (British Police, Fire & Rescue Services, London Ambulance)
• Internal Treaty Centre businesses.

Promotions

• Ensure that all promotional activities are carried out with due care and attention to the H&S / welfare of their staff, customers and business occupiers.

Staff

• Working with all The Treaty Centre management staff and service partners towards achievement of their goals.
• Identifying and implementing training and development programs and pursuing suitable training solutions.
• Ensure that both in-house staff and service partners are smart and well presented at all times.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

• Experience in the provision of maintenance services to a busy retail/leisure environment visited by members of the public.
• Experience in the management of security, cleaning and maintenance staff.
• Experience in setting up and administration of detailed record keeping systems.
• Knowledge and/ or experience managing services to an agreed budget.
• Able to work on own initiative and meet tight deadlines.
• Excellent communication skills.
• Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.
• IOSH or NEBOSH Health & Safety qualifications.

Desirable

• Operational experience within the retail sector at senior supervisory or managerial level.
• Ability to use full range of Microsoft applications: Word, Excel, PowerPoint, Outlook.
• First Aid qualification.
• Liaison with Police, Fire and Government Enforcement officers.
• Be able to focus on delivering results through promoting & championing business transformation & continuous improvement.
• To have an in-depth understanding of the Industry Best Practices including the implementation of improvements as approved by the Centre Manager.
• Ability to achieve the highest standards in all areas of customer service by promoting & facilitating innovation wherever possible.
• Champion the ‘Best in Class’ and ‘One Team’ ethos within the disciplines by leading by example and the application of acute attention to detail to all aspects detailed within the role of Soft Services Manager.

 

 

 

 

 

 

 #LI-DNI

Please see our Benefits Booklet for more information.