Soft Services Manager

About The Company:
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be f or our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values -
Trust, Respect, Unity, and Empowerment
.

About The Role:
Working Pattern
Weekdays
Call out rota working 1/4 weekend
To ensure the profitable, efficient and safe operation of the cleaning & s ecurity contract within The Meadows Shopping Centre . To provide a quality and innovative environment to all members of the team, customers, internal clients and tenants in accordance with company procedures. To provide a quality service, through team work , innovation, best practices, and the highly motivated and appropriately trained operations team. Working with support staff who are committed to the 'One Team' ethos of the site and working environment to manage, retain and improve the current contract service delivery with the aim of developing the continuous improvement culture throughout the site. To ensure that the team is developed to meet succession planning needs and client requirements.

Your main responsibilities will involve:

• Manage, co-ordinate and lead the cleaning and security team function optimising the use of the internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.

• The development, implementation and monitoring of service level agreements (SLA's) and key performance indicators (KPI's) including customer satisfaction and the development and use of benchmarking to enable continuous improvement and measurement against other organisations.

• To be responsible for developing and implementing robust processes and procedures to ensure that all operational activities are carried out in a structured, professional and client focused manner. The services provided will be monitored and reviewed to ensure added value is achieved . .

• To drive a one team ethos through the whole centre and ensure that all OCS staff are working together to enhance the 'customer experience' from the minute they enter the centre to the minute they leave.

• Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.

• Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements.

• Produce monthly reports for the client, to fall in line with the KPI's in place for security and customer services.

• Attend external meetings either with the client or on their behalf to local Service Partners , Police and local Business Forums as and when required .

Essential criteria:

• Previous experience in a similar role

• Experience of operating within retail sector, understanding of retailer liaison

• Proven track record of continuous improvement achievement

• Proven track record in delivering effective customer service whilst maintaining appropriate operating margins

• Evidence of "hands-on" operational experience and a track record of successful client relationship management

• Evidence of HR management skills, particularly in relation to organisational change

• Successful track record in developing a "customer focused" service culture

• Capable of motivating people to help develop new concepts / procedures

• Capable of communicating and selling new ideas / working conditions at all levels

• BICS qualified or equivalent

• Good IT s kills

• Understand budgets and basic accounts

Desirable Criteria:

• Dual SIA Licensed (CCTV / Manned Guarding)

• Experience of working in a retail environment

• Well developed IT skills.

• Conflict management training

• Auditing experience

• Professional or further qualification in Security Management.

• CRC

• MIM training

• Hold an IOSH or NEBOSHH Certificate (OCS will train if not)

How to Apply:
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.