Soft Services Manager

3 weeks ago

Livingston West Lothian, United Kingdom CBRE Enterprise EMEA Full time

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Soft Services Manager to join the team located in Livingston. The successful candidate will be responsible for delivery of Site and Soft Services at the account's site either directly or via third party suppliers.
Responsible for the delivery of soft service to the agreed budget as part of the GMP contract
Ensure best practise, competitive pricing, development of strategic supplier relationships and proactive delivery whilst liaising with the supply chain to ensure site is maintained at a high level of quality
Ensure that all relevant legal requirements are met, especially in relation to security procedures (EG CCTV surveillance), security team compliance with DEFRA etc
Support the overall performance of the contract and required deliverables including ownership of assigned operational tracker activities, support with fee earning "additional works" and projects, performance managements against KPIs; training and development and succession planning
Ensure that third party suppliers provide detailed monthly reports including financial reporting if required; Provide leadership for all direct reports including training, development and performance
Work with third party suppliers and direct reports to identify, investigate and implement opportunities to achieve efficiencies and improve customer service across all service lines whilst delivering innovative solutions and initiatives
Manage the cleaning and waste disposal contracts to ensure an efficient operational service is provided; focusing particularly on the disposal and transportation of hazardous waste and associated legislative controls and documentation
Review productivity measures to ensure all contractors are performing in accordance with the contract Service Level Agreements
Liaise with catering management to ensure the food offering, quality of produce and availability of food is to the agreed contracted service level; review of the catering P&L on a monthly basis as results have a direct link with quality
Manage the security contract to ensure that shift patterns are being fulfilled and security personnel have the correct training ensuring that assignment instructions are current and being implemented; Manage the Grounds and Landscaping service to the agreed level
All deliveries need to be checked and approved in accordance with local procedures and vehicles need to observe site roads and rule relating to access and speed
Manage the reception and concierge services to ensure facilities are properly staffed and account's literature is available to visitors
Carry out and document regular checks to ensure quality levels and constantly review processes and procedures in order to ensure a streamlined and efficient service


Strong written and verbal communication skills with excellent customer service skills
Budget Management / Numeric skills
Ability to cultivate a team environment with performance and customer service as a core behaviour
Intermediate skills with Microsoft Office Suite
Multiple years of experience within an outsourced facilities management environment ideally with clear evidence of management of soft services
Evidence of communicating and promoting on site services to the client organisation
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