Soft Services Manager

• Ensure effective security and customer care, focusing on enhancing guest experiences.
• Compile and distribute duty rotas; oversee Security Duty Managers and Cleaning Team Leaders to uphold performance standards.
• Manage recruitment, appraisals, mentoring, and disciplinary processes, maintaining accurate documentation.
• Hold total responsibility for the cleaning standards at Midsummer Place Shopping Centre.
• Manage the delivery of all sub-contracted and bought-in services.
• Hold regular (daily, weekly, and monthly) team meetings to ensure all activities associated with service delivery meet the changing needs of the Centre.
• Investigate and report significant security incidents to senior management.
• Develop and implement sustainable cleaning practices to reduce waste, conserve resources, and minimise environmental impact.
• Promote recycling and eco-friendly waste disposal throughout the site.
• Oversee all waste disposal and recycling activities to ensure compliance with environmental regulations.
• Ensure all cleaning chemicals and equipment meet environmental and health safety standards, regularly reviewing products to align with sustainability goals.
• Establish and maintain high hygiene standards in all areas, including public and high-traffic spaces.
• Coordinate seasonal and periodic deep cleaning schedules, especially in areas with increased seasonal traffic.
• Oversee training for staff on Savills procedures and processes, on-site equipment, and emergency protocols, ensuring compliance with health, safety, and HR guidelines.
• Coordinate site evacuations and emergency procedure training.
• Ensure all team members hold valid SIA Security Licences.
• Foster a positive, collaborative work culture with a focus on compliance and community support.
• Act as an ambassador for the Centre, promoting mental well-being initiatives and team recognition.
• Empower and motivate team members, setting clear objectives and driving strategic growth for the Environmental Services & Security teams.
• Establish and monitor departmental budgets, emphasising productivity and efficient resource use.
• Work closely with other departments in Midsummer Place to support Centre objectives.

• Minimum of three years in security and facilities management within the retail, leisure, or hospitality sectors.
• Strong people management skills: valid SIA Security Licence and Public Space Surveillance Licence (if required).
• In-depth knowledge of health and safety regulations and a commitment to compliance.
• Effective communicator and team leader with the ability to deliver results under pressure.
• Financial acumen, organisational skills, and a strong analytical mindset.
• Willingness to adopt a flexible approach to work patterns and work weekends/evenings/night shifts as required.
• Accurate record-keeping with good attention to detail.
• Self-motivated, able to work on own initiative and deal with demanding situations.
• Ability to work well with others, make clear decisions, and continue to deliver results under pressure.
• Knowledge of managing services within an agreed budget.
• IOSH or NEBOSH Health & Safety qualifications

This is a full time, 40 hour per week position.

Some weekend working is required to fulfil the role, and working one night shift per quarter is also required to spend time supporting the night shift teams.