Soft Services Manager

About UsWith a wide range of roles available nationwide, you can find your perfect fit at Anchor. A company is nothing without the people in it, and we pride ourselves on our commitment to you, and with perks like our own employee assistance programme, wage advances with 'Wagestream', and a dedicated manager, we are industry leading employers.With hundreds of accredited online training options through our own Anchor Academy, you will be given the opportunity to progress your career in a way that suits you.Apply today and become part of Team Anchor, we are excited to be a part of your journey.Job DescriptionJob Role: Soft Services Manager (Security & Cleaning)Working Hours: Monday to Friday, 09:00-17: hours per weekWhen scheduled as Duty Manager, you working hours will be 08:00-17:00, and you will be required to work the occasional Saturday. A day off in lieu will be provided during your normal working hours for any weekend shifts worked.Salary:£35,000-£40,000 per annum, depending on experienceLocation: St Johns Shopping Centre, Liverpool, L1 1LY - a short walk away from Liverpool Lime Street Train StationReporting to: Key Account DirectorOverviewAn exciting opportunity has arisen to join Anchor Group Services for an experienced Soft Services Manager to lead the security and cleaning operations at the prestigious St Johns Shopping Centre, a high profile retail destination of in the heart of Liverpool.We are seeking an individual with proven experience in soft services management, specifically with a strong background in both cleaning and security operations. The successful candidate will demonstrate exceptional leadership skills, operational expertise, and the ability to deliver outstanding service standards across multiple service areas.As Soft Services Manager, you will oversee all aspects of soft services operations, ensuring exceptional standards of cleanliness, safety, and customer service across the site. You will manage and inspire a diverse team, driving performance and compliance while promoting a positive and professional working environment.This position demands strong leadership, excellent communication skills, and a proactive approach to problem solving, making it an ideal opportunity for a results driven professional looking to make a significant impact in a dynamic retail environment.Main ResponsibilitiesOversee and manage day-to-day security and cleaning operations, ensuring smooth service delivery across the site.Lead and manage a team of security and cleaning staff, ensuring effective rostering, welfare checks, and ongoing training to maintain high service standards.Ensure compliance with health & safety, GDPR, and operational procedures, including the management of Control Room operations, CCTV systems, and key control processes.Conduct regular site audits, reporting on cleaning and security performance, and implementing necessary improvements.Act as the main point of contact for client relations, attending meetings, providing operational updates, and ensuring SLAs and KPIs are met.Working in close partnership with the Centre Management team, you will play a key role in creating a safe, welcoming, and vibrant space for visitors, tenants, and staff.You will take ownership of day to day operational oversight of the site, ensuring smooth coordination of services, adherence to health and safety regulations, and delivery of contractual obligations.Support recruitment, staff development, and performance management, working closely with HR and senior management.Manage stock levels and procurement of cleaning consumables, ensuring cost-effective use of resources.Take a lead role in emergency procedures, coordinating site evacuations and supporting business continuity plans.Maintain accurate records, including incident reports, staffing records, and compliance documentation.Ensure a professional, customer-focused approach at all times, fostering a positive experience for visitors, tenants, and stakeholders.As part of the duty management team, you will assume the role of Duty Manager working 8:00-17:00 when schedule as per the site - this will include occasional Saturday shifts, with the opportunity to take a day in lieu during your standard working hours.RequirementsExperience managing large, multi-functional teams within security and cleaning is essential.Desirable to have experience in a retail/customer environment with a strong understanding of flexible resource management.Strong leadership and people management skills with the ability to develop teams.Create and manager fully flexible staff rotas for both security and cleaning teams, ensuring optimal coverage and effective workforce planning.Excellent communication and presentation skills, with experience engaging with clients and senior management.Ability to manage change efficiently while maintaining high service standards.Strong problem-solving skills and the ability to analyse and resolve operational challenges.Knowledge of compliance, health & safety, and employment law related to soft services management.Proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint)Previous experience with workforce management systems (Timegate, Zoho)Experience with recruitment, disciplinary processes, and risk assessments.A flexible and adaptable approach with a strong sense of teamwork.Full 5-year checkable employment history.A valid frontline SIA LicenceBenefits28 days holiday including bank holidaysAccess to further training and professional development via the Anchor AcademyAuto Enrolment PensionStream - access to pay as you earn itCycle to Work SchemeFree Employee Assistance Programme 24/7 including access to counsellingHospital Saturday FundReward and Recognition awardsFree on-site parkingDiscounted membership at the brand-new state of the art onsite gymWhat's Next?If you think you have what it takes,APPLY NOWand we'll be in touch.Other companies may call this role: Soft Services Manager, Security & Cleaning Manager, Facilities Manager or Contract Manager, Retail Facilities Manager (Soft Services), Cleaning & Security Manager, Customer Environment Manager, Retail Operations Support Manager, Shopping Centre Services Manager, Retail Site Services Manager, Guest Services & Facilities Manager, Cleaning and Security Coordinator (Retail), Retail Premises Manager (Soft Services), Retail Support Services Supervisor, Retail Safety & Services Manager, Retail Operations Compliance ManagerWithin commuting distance of: Birkenhead, Wirral, Wallasey, Bootle, Crosby, Southport, St Helens, Ellesmere Port, Chester, Runcorn, Widnes, Northwich, Warrington, Wigan, Leigh, Bolton, Altrincham, Ormskirk, Skelmersdale, Chorley, Flintshire, Mold, Flint, Deeside, Manchester, Stockport, Crewe, Macclesfield, Preston, CheshireAnchor Group Services is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.check(event) ; career-website-detail-template-2 => ,meta)" mousedown="lyte-button => check(event)" final- final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered="">