Job Description

Job Title:

Soft Services Manager (Shopping Centre)

Work Location:

Clyde Shopping Centre

Division/Department:

Scotland

Reports to:

Contract Manager

Hours:

40 hours per week, 5 days over 7

Salary:

32,000 - 33,600 depending on experience

Role Overview:

Andron FM is one of the UK's largest independent facilities management companies, providing bespoke soft service solutions to a wide array of prestigious clients nationwide. As a dynamic, family-owned organisation formed in 1980, we are looking for a candidate as excited as we are to help forge Andron's future.

We have an exciting new job opportunity for an enthusiastic Soft Services Manager to join our team at one of our retail destinations, Clyde Shopping Centre, where you will be expected to lead soft service delivery at a busy retail destination where safety, cleanliness and presentation are critical to the customer and tenant experience.

This is a newly created senior on-site role with responsibility for the management of Cleaning and Security services, alongside contract oversight of Waste Management and Landscaping. Acting as the key soft services lead, you will work closely with Centre management, tenants and supply partners to ensure consistently high standards across all service lines.

This position would suit a manager from a cleaning, security or facilities background who is looking to take ownership of a multi-service, customer-facing site. An SIA license and IOSH qualification are desirable, though full training and support will be provided.

If you are passionate about delivering outstanding service and possess the necessary skills, we welcome your application for the position.

Key Duties and Responsibilities:

To have a clear understanding of the operating environment within the client's grounds and premises.

To understand any specific threat that may impact the security, safety and welfare of employees, tenants, visitors and contractors.

Ensure a warm, welcoming, helpful, efficient and responsive reception service for customers, staff and visitors to the property. Regularly inspect the property for safety hazards, and ensure that common areas are clean and well-maintained. Carry out a variety of administrative tasks relating to client reporting and compliance Carry out any reasonable work instruction on your own accord or as requested by your line manager or the client. To maintain the corporate image of Andron FM by professionally fulfilling your duties and ensuring your appearance and conduct are in keeping with the standards expected. To be fully compliant with the conduct and standards expected from Andron and the clients. Lead the day-to-day delivery of Cleaning and Security services, ensuring safe, compliant and high-quality operations. Oversee contracted services including Waste Management and Landscaping, ensuring all KPIs, SLAs and statutory obligations are achieved. Act as the primary point of contact for all soft services with Centre management, tenants and contractors. Ensure the Centre is presented to the highest standards at all times, supporting footfall, customer satisfaction and brand reputation.

Leadership & People Management

Provide visible leadership on site. Lead, coach and develop on-site Cleaning and Security teams. Create fair and effective rotas to support trading patterns and events. Identify training needs and support ongoing development and succession planning. Recruit, induct and retain staff where required. Manage performance, absence and holiday planning in line with company policy. Foster a positive, engaged culture focused on accountability, recognition and continuous improvement.

Compliance, Performance & Stakeholder Engagement

Ensure full compliance with Health & Safety legislation, risk assessments and safe systems of work. Support the effective management of security operations, incident reporting and site procedures. Drive service performance against agreed KPIs and SLAs, challenging underperformance where necessary. Prepare reports and attend regular performance and review meetings. Build strong working relationships with tenants, Centre management and external partners. Support service improvement initiatives and manage change effectively within the Centre.

Skills Required

Proven experience in soft services, facilities, cleaning or security management Strong leadership, communication and interpersonal skills. Experience managing teams in a customer-facing or public environment Ability to multitask and prioritise Must be able to work on own initiative with a proactive and flexible attitude Knowledge of plumbing, electrical systems, and general construction. Ability to diagnose and troubleshoot issues effectively. Strong problem-solving skills and attention to detail. Excellent communication and interpersonal skills. Ability to manage time efficiently and work independently. PC literate, including MS Office packages. Possess an excellent understanding of customer service. Maintain a professional appearance and business-like manner at all times to install confidence in the services provided. Have a strong work ethic and great timekeeping. Be an effective communicator and be polite and helpful at all times. Excellent organisational skills with strong attention to detail. Ability to manage multiple services and priorities effectively.

Desirable

SIA Licence IOSH qualification or strong Health & Safety knowledge. Experience working within a shopping centre, retail, hospitality or mixed-use environment. Experience managing subcontractors and supply partners. Experience of service transformation or change management.
Full training and development will be provided, including support towards SIA and IOSH qualifications where required.

Person Specification:

Excellent written and oral communication skills. Computer and systems knowledge. Experience in managing minor projects is desirable. Have good anticipation, analytical skills, with problem problem-solving aptitude. Extremely strong customer service skills. Knowledge of workplace health and safety risk assessment and risk management on-site (IOSH qualified preferred).

Compensation & Benefits:

20 Days of annual leave plus 8 bank holidays per annum

Workplace pension scheme Annual paid volunteer day at a charitable cause of your choice Health and Wellbeing program Opportunity for internal career progression On-site parking Reward and recognition scheme Full uniform provided Accredited training provided Have autonomy of your own site Access to Virtual GP
Job Type: Full-time

Pay: 32,000.00-33,600.00 per year

Benefits:

Company pension Cycle to work scheme Free parking On-site parking
Experience:

Facilities Management: 2 years (preferred)
Licence/Certification:

IOSH (preferred) SIA Licence (preferred)
Work Location: In person