Soft Services Manager

3 days ago

Oxford, Oxfordshire, United Kingdom Atlas Workplace Services Full time
Job Title: Soft Services Manager

We are seeking an experienced and motivated Soft Services Manager to lead and manage the operational delivery of key services for our prestigious client near Oxford.

Key Responsibilities:
  • Ensure the highest standards of service are met and continuously improved in line with industry best practices.
  • Oversee and coordinate the Atlas Soft Services team, managing scheduling and service delivery either directly or through trusted service partners.
  • People management of the Soft Services team, including Supervisors, Cleaners, Security, and Stores, ensuring a one-team mentality across all service functions.
  • Regular meetings with direct reports to review performance and opportunities for improvement or training.
  • Management and coordination of all Soft Services tasks and activities, including self-delivery and subcontracted works.
  • Explore ways of enhancing the soft service activity to improve productivity, sustainability, and quality.
  • Act as the Subject Matter Expert (SME) for the contract, providing advice and support as required.
  • Ensure adherence to processes and procedures, offering support and feedback to the Operational teams where required.
Commercial:
  • Ensure all Soft Services are delivered in accordance with the contract and Atlas commitments.
  • Assist in producing KPI performance data and evidence for the monthly customer service reviews and governance structure.
  • Regular reviews of subcontractor performance, addressing and performance concerns or improvement opportunities to continuously improve the service delivery.
  • Support the Account Director and Continuous Improvement Manager in creating a Soft Services strategy to drive continuous improvement and innovation to add value to the operational delivery and customer.
Performance & Quality:
  • Engage in our commitment to always adhering while looking to continually improve our quality processes.
  • Ensure company procedures are followed and a high level of customer service is provided, review as required and highlight risks and opportunities.
  • Ensure service levels meet the standards agreed with Infineum.
  • Ensure completion within agreed timeframes of all Soft Service audits, such as but not limited to Monthly Cleaning, Waste, Health and Safety, and IFM Audits.
Qualification, Certifications and Training:
  • GCSE in English and Maths or Equivalent.
  • 5 Years + Experience in managing a large multi-service contract/s.
  • Experience in supporting Business Development and Sales Opportunities, including presentations.
  • Experience in producing data and information packs.
  • Experience with Commercial and contractual matters and discussions with customers.
  • Project management experience, including mobilisations.
  • Ability to produce, interpret, and communicate a wide variety of performance data with insight operational and commercial acumen.

Atlas Workplace Services was built to be different to the faceless organisations in facilities management industry that often lack the human touch. Our ambition is to make buildings and facilities better for the people who work in them. We know that buildings are better places to be when they are looked after by people who care.

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

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