Purpose of the Role

The Soft Services Supervisor is responsible for ensuring the safe, clean and efficient day-to-day operation of The Spires Shopping Centre by leading all soft service functions including Security, Cleaning, Waste operations.

The successful candidate will work closely with the Centre Manager to deliver an outstanding shopping environment for visitors, retailers and stakeholders, ensuring compliance with statutory legislation while promoting operational excellence and continuous improvement throughout the centre.

Key Responsibilities

· Manage the daily operation of the Cleaning, Security and Waste Management services.

· Lead, motivate and develop site management, supervisors and operational teams.

· Ensure consistently high standards of cleanliness across malls, entrances, toilets, service corridors, car park areas and external public spaces.

· Maintain safe and secure operations through effective management of the security contract and incident response procedures.

· Ensure all statutory compliance documentation is maintained accurately and on time.

· Manage contractor performance through audits, inspections and regular performance reviews.

· Deliver operational excellence through robust service standards and continuous improvement initiatives.

· Develop positive relationships with tenants, retailers and contractors to ensure excellent communication and service delivery.

· Manage the soft services budget, ensuring expenditure remains within agreed financial targets.

· Produce accurate weekly and monthly operational reports.

· Ensure training matrices remain current and all compliance training is completed.

· Support the Centre Manager during major incidents and deputise when required.

· Attend management meetings and client meetings as required.

Operational Responsibilities

Cleaning

· Ensure all cleaning services meet agreed KPIs and BICS best practice.

· Maintain excellent presentation standards throughout the shopping centre.

· Monitor washroom standards and consumable availability.

· Manage periodic cleaning programmes including floors and high-level cleaning.

· Ensure waste is managed efficiently and sustainably.

Security

· Oversee daily security operations.

· Ensure all incidents are managed professionally and recorded correctly.

· Maintain emergency procedures and business continuity arrangements.

· Liaise with Police, local authorities and emergency services where required.

· Ensure customer safety remains the highest priority.

Health & Safety

· Ensure compliance with Health & Safety legislation.

· Complete regular audits and inspections.

· Manage risk assessments and safe systems of work.

· Investigate accidents and near misses.

· Ensure first aid arrangements remain compliant.

Customer Experience

· Promote a welcoming and professional environment.

· Respond promptly to customer concerns or tenant concerns .

· Build positive working relationships with retailers.

· Support centre events and promotional activities.

· Drive continuous improvements to customer satisfaction.

Financial Responsibilities

• Manage the annual soft services budget.

• Monitor labour and contractor costs.

• Identify efficiencies without compromising service quality.

• Support annual budget planning.

People Management

• Lead by example.

• Conduct regular one-to-ones and performance reviews.

• Support recruitment and onboarding.

• Develop succession planning within the teams.

• Promote a culture of accountability, teamwork and respect.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

• Previous experience managing cleaning and security operations.

• Strong people management experience.

• Excellent communication and leadership skills.

• Experience managing service contracts and KPIs.

• Knowledge of Health & Safety legislation.

• IOSH or NEBOSH qualification.

• Good understanding of BICS cleaning standards.

• Strong IT skills including Microsoft Office.

• Budget management experience.

Desirable

• Experience within shopping centres, retail or mixed-use environments.

• SIA licence.

• First Aid qualification.

• Experience managing multiple contractors.

• Knowledge of environmental sustainability initiatives.

• Experience delivering continuous improvement programmes.

Personal Attributes

The successful candidate will:

• Good confident leader.

• Have exceptional organisational skills.

• Be proactive and solutions-focused.

• Be customer-orientated.

• Demonstrate excellent attention to detail.

• Build strong relationships with clients, retailers and colleagues.

• Always strive to deliver exceptional service standards.

Working Hours - 42hrs

Salary - £34,500

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Please see our Benefits Booklet for more information.