Job Description

Position Overview

We are looking for a qualified and experienced Assitant 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 AssistantSoft 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. High-level focus on maximising sales, improvement and growth opportunities, together with the development of a proactive culture within the organisation. The Soft Service Manager will be responsible for ensuring a 5service is being delivered at all times, ensuring responsive, professional and clear comms 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 in a prompt and professional fashion across the entire contract. Responsibilities not limited to 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. The Soft Service Manager will ensure 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, together with the co-ordination of environmental, health and safety and man-management planning policies and procedures within area of responsibility. The Soft Service Manager will be responsible for management reports, forecasts, budgets, policies and future planning, changes or innovation in policy and future planning, 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 you 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, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst 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

Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. 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 being adhered to

Build and maintain an efficient team, ensure continued employee motivation is preserved through consultation, target setting and regular reviews.

Optimising opportunities to exceed budgeted targets and maximising 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 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

To maintain a close working relationship all service line management teams



Applicants will need to be able 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 (i.e. Emergency Evacuation Procedures)



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