Assistant Soft Service Manager

Join to apply for the Assistant Soft Service Manager role at Mitie Cleaning & Hygiene Services 3 weeks ago Be among the first 25 applicants Position Overview We are looking for a qualified and experienced Assistant Soft Service Manager to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account across Birmingham. The Assistant Soft Service Manager will develop and implement a strategic customer‑focused approach, maintaining and improving standards within the business with specific accountability for the Front of House, Mailroom/Logistics and Cleaning teams, including our Strategic Catering Supplier partner Gather & Gather. This role focuses on maximizing sales, improvement and growth opportunities, cultivating a proactive culture within the organisation and ensuring a 5* service is delivered at all times with responsive, professional and clear communication to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem‑solving and have the drive to go over and above for all visitors, providing an exceptional customer experience. The role will report to the Regional Soft Service Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to promptly and professionally across the entire contract. Responsibilities include presentation of the soft service teams, client and end‑user interface, interaction and timely reporting and escalation of issues where applicable. The Soft Service Manager will lead the Site Management team and will need to be commercially aware and provide leadership, guidance, discipline, and structure to the soft service teams as appropriate. The role will be both internal and external facing, ensuring that goals and plans are achieved through effective customer solutions, engagement and motivation of all personnel and operational efficiency. Accountability for the delivery of excellent customer service, co‑ordination of environmental, health and safety and man‑management planning policies and procedures, management reports, forecasts, budgets, policies and future planning, changes or innovation in policy and procedures, and equipment. Main Role Lead the Soft Service line teams to maintain visible presence with clients and staff, fostering an open culture that values high‑quality service and customer experience. Develop and grow the business by actively encouraging a proactive and strategic business development attitude with all levels of employees. Appoint Managers within your region as applicable and oversee the appointment of personnel within the account, providing recommendations regarding recruitment, promotion, and training. Support, lead and motivate all Managers and team members, manage people development and succession planning to ensure opportunities are created and key personnel retained. Ensure all activities are carried out in accordance with all statutory requirements and corporate policies including, but not limited to, Health and Safety, Quality Assurance and Employment Legislation. Maintain the highest standards of presentation, personal integrity and customer support. Customer Relationship Management – develop deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to provide highly personalised service in the moment while also predicting and anticipating future needs. Promote collaboration across all operational and support teams, preferred suppliers, and customer groups whilst maintaining the interest of Mitie. Primary Responsibilities Maintain a clear, presentable and safe office floor, observing quality control issues (building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers. Build and maintain strong working relationships with key stakeholders in FM & Client teams. Carry out monthly audits in line with QHSE plan. Establish targets, ensure KPIs and SLAs are met, ensure policies and procedures are up to date and adhered to. Build and maintain an efficient team, ensuring continued employee motivation is preserved through consultation, target setting and regular reviews. Optimise opportunities to exceed budgeted targets and maximise sales, profits and customer satisfaction. Respond to audits that are completed by the company to ensure continual improvement is achieved. Carry out review of supply chain partners to meet service needs. Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity. Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improve performance and enhance tracking. Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace. Liaison with client personnel and end users to ensure a high standard service delivery. Responsible for ensuring compliance with policies and procedures on Health & Safety, Quality Assurance & Environment for the FOH team. Investigate, manage and/or assign customer complaints and compliments in accordance with site collaborative procedures, ensuring all relevant matters are escalated to the appropriate manager. Follow any such reasonable instruction as issued by Senior Line Management. Experience Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings for the benefit of the business. Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors. Maintain a close working relationship with all service line management teams. Applicants need to demonstrate at least 2 years in a multi‑site soft service management role and relevant experience working in a large‑scale commercial soft service operation. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments. They will provide health and safety management in accordance with our Quality Management System and all legal and statutory requirements. Essential Skills Previous experience in Soft Services Management and Operations within real estate. Excellent Leadership and Organisational skills. Good oral and written communication. Good interpersonal and influencing skills. Ability to communicate clearly and confidently and establish client rapport. Ability to lead teams and work across all levels of management vertically and horizontally. Competency and understanding of Statutory/H&S Compliance. Desirable IT literate. Structured and methodical problem solving. Health & Safety trained (minimum requirement – IOSH managing safety). Knowledge of Building services advantageous. Previous experience of working in a diverse service delivery team. Strong health and safety background. Personnel Specification Exceptional leadership and people management skills, experienced in leading multi‑disciplinary site teams. Demonstrative experience of multiple client management. Experience of growing the business through organic growth and new business. Previous experience within the public sector. Superior interpersonal communication and negotiating skills are essential. Experience in financial forecasting, budgeting and analysis is required. Excellent leadership and motivational people management skills. Self‑motivated, tenacious and result‑oriented with a positive outlook. Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (e.g. emergency evacuation procedures). Benefits Virtual GP on hand for you and household members – expert advice by video or phone without leaving home. Financial wellbeing assistance through Salary Finance scheme – access up to 50% of earned pay before payday for a small fee. Flexible lifestyle benefits platform, Choices – purchase up to five extra days’ holiday each year, buy critical illness insurance, dental treatment or technology products at an affordable cost. High street discounts from thousands of well‑known retailers, gyms and more through MiDeals platform. Cycle‑to‑work scheme and life cover of up to four times salary. Enhanced pension contributions, save‑as‑you‑earn scheme, and Mitie Matching Share Plan. Mitie Stars recognition – cash prizes each month and a chance to win £10,000 at year‑end. Wide variety of training and development avenues through a selection of learning resources. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (e.g. dyslexia, anxiety, autism, mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Shradha Singh at shradha.singh@mitie.com. Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools. Join our Mitie Team. Together our diversity makes us stronger. Apply Now Looking to move roles but not leaving the Mitie family? Why not share your experience with others about life at Mitie? Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Facilities Services Referrals increase your chances of interviewing at Mitie Cleaning & Hygiene Services by 2x Sign in to set job alerts for “Assistant Service Manager” roles. 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