Soft Service Coordinator

5 months ago

Birmingham, United Kingdom Moston Consultants Full time

We are seeking a qualified and experienced Soft Service Coordinator to lead our Front of House Services, including reception, mail, and cleaning teams, to deliver a premium experience to all guests and clients. The Soft Service Coordinator must demonstrate a commitment to providing a 5-star customer experience. Responsibilities include managing Front of House Services, ensuring coordination with other service providers, and maintaining standardized processes and procedures. This role requires professional support, advice, and local knowledge provision to staff, building users, and visitors. The Soft Service Coordinator will report to the Soft Service Manager, ensuring consistent service delivery and prompt resolution of issues across soft services.

Main Role:

- Lead Front of House teams, fostering a culture of high-quality service
- Collaborate with the Soft Service Manager to address client requests centrally
- Act as the key liaison with customers regarding standard processes for visitor management, cleaning, and mail services
- Liaise with client personnel and end users to ensure high-standard service delivery
- Oversee visitor pass production processes alongside security partners
- Manage the cleaning team, including recruitment, selection, and development
- Ensure routine and reactive cleaning is delivered effectively
- Manage the Keytree booking system for Front of House
- Ensure seamless operation of conference meeting rooms and catering coordination
- Coordinate management information as required by the Soft Service Manager
- Continuously review Front of House service delivery strategically
- Ensure staff are trained to work safely, efficiently, and to standard

Primary Responsibilities:

- Maintain a clear, presentable, and safe office floor
- Take ownership of issues and coordinate service suppliers
- Maintain building standards and communication
- Ensure efficient and correct use of meeting room management
- Support occupancy management and client mapping of floors
- Familiarity with relevant buildings' emergency evacuation procedures
- Undertake building tours to ensure best practice and report faults promptly
- Assist the Commercial Team in developing additional works and variations
- Periodically review service delivery for improvement and cost savings
- Lead Front of House and Cleaning Supervisors in monitoring performance and standards
- Maintain a close working relationship with relevant Building and Security Management teams
- Investigate and respond to visitor and building user complaints immediately
- Delegate tasks to encourage development and create ownership
- Coach individuals in the team to build a high-performing team
- Hold monthly team meetings and regular briefings

**Experience**:
Applicants should demonstrate at least 2 years in a senior supervisory role and relevant experience in large-scale commercial Soft Service Operations. Strong operational experience, commercial awareness, and team management skills are essential for maintaining a safe and compliant working environment

Essential Skills:

- Previous experience in Soft Services or Operations with knowledge of real estate
- Excellent supervisory and organisational skills
- Hands-on and proactive approach
- Good oral and written communication skills
- Strong interpersonal and influencing skills
- Ability to lead teams effectively
- Competency in statutory/H&S compliance
- IT literacy
- Structured and methodical problem-solving skills
- Health & Safety trained (minimum requirement: IOSH managing safety & BICS trained)

Desirable:

- Knowledge of Building services advantageous
- Previous experience in a diverse soft service delivery team

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 1 year (required)
- Administrative experience: 1 year (preferred)

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: 1782083

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