Soft Services Manager

2 months ago

Oxford, Oxfordshire, United Kingdom Atlas Full time
About The Role

We are seeking an experienced and motivated leader to oversee the operational delivery of key services, including Cleaning, Security, Waste Management, Laundry, Hygiene, Grounds Maintenance, and more, for our prestigious client near Oxford.

As a Soft Services Manager, you will be responsible for ensuring the highest standards of service are met and continuously improved in line with industry best practices. You'll oversee and coordinate the Atlas Soft Services team, managing scheduling and service delivery either directly or through trusted service partners.

Key Responsibilities
  • Operational Management
    • People management of the Soft Services team, including Supervisors, Cleaners, Security, and Stores, ensuring a one-team mentality across all service functions.
    • Lead all HR-related activities, including recruitment, absence, investigations, grievances, and more.
    • 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.
    • Continuous exploration of ways to enhance 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 Management
    • 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.
  • Strategy and Performance
    • 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.
    • Own the Soft Services Strategy, ensuring key milestones are met, progress is tracked, and reported as appropriate to the relevant persons.
  • Performance and Quality
    • Engage in our commitment to always adhering to quality processes while looking to continually improve.
    • Ensure company procedures are followed, and a high level of customer service is provided, reviewing as required and highlighting risks and opportunities.
    • Reflect a professional company image through all communications and actions, both internally and externally.
    • Ensure service levels meet the standards agreed with Infineum, considering the best interests of the client and customers at all times.
    • Ensure completion within agreed timeframes of all Soft Service audits, such as Monthly Cleaning, Waste, Health and Safety, and IFM Audits, ensuring this information is appropriately recorded and used for trending and driving improvements.
  • Governance and Stakeholder Management
    • Provide soft services management information to the Account Director, ensuring adherence with agreed contractual and customer required governance.
    • Create a truly customer-focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering commitments, and working together.
  • Health and Safety
    • Monitor and manage the health and safety of the Soft Services team, ensuring adherence to Infineum and Atlas safe working practices.
    • Submit comprehensive accident and incident reports within the required timeframes and on required platforms.
    • Regularly engage the Infineum Health and Safety Manager to review practices, ensuring opportunities for safer working processes or risks are appropriately discussed.
  • Freedom to Act
    • Work within the limits of the Atlas Corporate Governance.
    • Freedom to organize, direct, and prioritize a team of staff, Atlas's outsourced service providers, and appointed consultants where applicable to deliver the necessary outputs.
    • Freedom to operate and further delegate within the confines of Atlas corporate governance and financial guidelines.
    • Freedom to prohibit work within Atlas's responsibility that poses an imminent danger to staff or other persons/equipment/property, etc.
    • Freedom to escalate any H&S issues.
    • Operate within agreed operational and/or management guidelines.

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