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Soft Services Manager

3 months ago

Edinburgh, United Kingdom ABM UK Full time

JOB TITLE: Soft Services Manager

LOCATION: WAVERLEY MARKET SHOPPING CENTRE, Edinburgh EH1 1BQ

SHIFT PATTERN: 5 over 7

WORKING HOURS: 45 HOURS PER WEEK

SALARY: Competitive

You will be required to work in collaboration with your colleagues in the daily operational delivery of security and cleaning services to the premium standards that both ABM & Waverley Market management expect.

The Site Manager will effectively assume complete responsibility for the contract on a day-to-day basis with a dotted line to the ABM Area General Manager for Senior Management support.

Both internally and externally you will be required to ensure that the shopping malls, Centre Management Office, all public areas including all associated service yards/roads, toilets, common areas and back of house areas are fully secure and cleaned to a level of service which exceeds the clients’ expectations and are safe through a planned and proactive management program.

ABM UK operate in an honest and integral manner, meeting our clients’ demands in the best way possible. We concentrate on putting people first – the client team, our employees, and our customers.

We believe in being open about what we do and how we do it. We are passionate about getting things right first time and delivering value for money. We also concentrate on getting the job done to the highest standard and everything we do is backed up by the quality of our service, our proactive relationship with the client, the creativity of our ideas and the direct approach we take.

Main Duties & Responsibilities:

This role will include a variety of tasks including the following:

• To responsibly manage the services in line with company policies and procedures.

• Manage daily operation of Control Room and Security team ensuring operations are fully compliant.

• Provide essential operational support to the Centre Management Team.

• Ensure both Security and Cleaning teams meet Mystery Shopper high standards.

• Where appropriate support Management and liaise with internal and external stakeholders.

• Support programs relating to all aspects of the colleagues including, training, H & S, development and welfare at work.

• Ensure all licenses and vetting for security teams are in place and updated accordingly. Report and update on the status of each.

• Drive and develop the team in relation to Security Skills/Emergency Response coaching and needs.

• Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered.

• Provide professional support to the business in service-related matters and the client in all contract matters.

• To control the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is always maintained.

• Carry out daily audits to ensure high standards of a safe/secure and clean environment is evident throughout at all times. Compile a daily report on this audit to ensure that any issues are highlighted to

the management team.

• Actively manage recruitment, induction training, developing and retraining of staff, to include customer service training. Ensuring all staff employed are competent to carry out their role. Fully responsible for ensuring customer service standards are met, working closely with the other Site Duty Manager to ensure that any new standards and relevant training are implemented.

• Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all.

• Conduct quality audits to ensure that all security requirements are compliant.

• To plan any training required as soon as is practicable on identification of any needs and plot onto a training matrix.

• Prioritize all incidents ensuring all key personnel are always kept fully informed. Guide staff through the reporting procedures and ensure that records are maintained.

• Ensure strict compliance to the Data Protection Act and associated regulations.

• Deliver excellent leadership, communication and motivation to the site-based team including communicating daily so that a sound communication channel exists in order that team goals can be achieved.

• Ensure objectives, performance reviews and Toolbox Talks are completed monthly. Circulate information on toolbox talks, and keep the wider team updated.

• Ensure staff on-site are fully conversant with their individual tasks.

• Ensure any night/pm activity is correctly supervised and measured.

• Manage the incident and accident reporting procedures.

• Ensure all HR related cases specific to staff onsite are followed up and actioned, in line with ABM policies & procedures, with the support of ABM Human Resources department.

• Ensure all assignment instructions and risk assessments are updated and meet the needs of the site specifics.

• Complete all company paperwork as required.

• Conduct return to work interviews and perform absence management processes as required.

• Ensure all team members carry out their duties in a correct and timely manner in accordance with the security and cleaning specification.

• Manage the maintenance and correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client always informed.

• Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained.

• Ensure all team members are familiar with and adhere to the company’s & client’s onsite health and safety policies and procedures.

• Ensure sufficient staff and equipment are available to meet all events requirements. Ensure regular communication and engagement sessions are in place to inform all relating information.

• Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with ABM policy and procedures.

• Foster and maintain excellent relationships with all parties on site including retailers.

• Ensure we maintain a “one team” approach with The Centre management team and within the ABM Team.

• Ensure that all administration requirements of the client are met correctly.

• Identify and implement actions to reduce energy consumption and ensure innovative proposals are shared with client as best practice where possible & available.

• Ensure monthly financial reporting to ABM General Manager is done timely & correctly at the end of each calendar month.

• Support the development of direct reports through performance development reviews & ongoing training/supervision.

• Attend the weekly management meetings & monthly KPI meeting with ABM Senior Management.

• Undertake any reasonable duties as requested to meet the needs of the client.

Essential

• Valid SIA License’s (Security Guard, Door Supervisor & CCTV) desirable, however candidate must work towards having SIA licences.

• Exceptional Communication, written and spoken.

• Minimum 3 years Security and Cleaning management experience desirable.

• IOSH/NEBOSH desirable.

• Experience of delivering security, cleaning, and associated services to a high standard.

• Good IT literacy skills.

• Strong customer service focus with attention to detail and understanding of mystery shopper expectations.

• Self-motivation, confidence, and enthusiasm.

• Flexible / supportive team player.

• Ability to work effectively and flexibly within a busy, dynamic working environment.

• Excellent interpersonal and organizational skills.

• Strong written and verbal communication skills.

• Confident and committed to providing a high-quality professional service.

• Focused on the delivery of excellence in customer service.

• Ability to prioritize work tasks.

• Ability to get on well with others and inspire respect and confidence.

• Ability to work under own initiative with a proactive outlook.

Benefits

We’re proud to offer a great range of benefits including:

  • 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
  • Mental Health support and Life Event Counseling
  • Get Fit Programme
  • Financial and legal support
  • Cycle to work scheme
  • Access to Lifeworks, our innovative employee app where you can find:
  • Perks: discounts, gift cards, cashback, and exclusive offers
  • Life: Search for resources and tools on topics ranging from family and life to health, money and work
  • Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.