Job Description

Background

Since its opening, Lakeside has expanded to include over 250 retail brands, restaurants, and leisure attractions, encompassing approximately 1.4 million square feet with over 8 acres of land and the impressive USP Lake. In recent years, Lakeside has undergone extensive redevelopment to enhance its retail and leisure offerings which can be seen at the Boardwalk.


With new ownership and a team of ambitious asset managers, Lakeside has bold ambitions to reignite its magic and establish itself as one of the UKs leading retail & leisure destinations and one of the Top 5 Shopping Destinations.


The future of Lakeside...

Lakeside has been an underinvested asset that has the potential to be reinvigorated into what it should be; a super-regional retail & leisure destination dominant asset in the locality but with the ability to draw in a wider catchment, something the team are dedicated to achieving. SGS is committed to invest over 50m at Lakeside over the next 5 years, including projects to enhance the aesthetics in and around the centre, and to deliver material projects and new brand deals. This investment includes a potential events space alongside the lake, using the lake as an 'anchor'. The centre is currently ranked the 6th biggest Regional Mall in the UK by Comparison Goods Spend Potential, with the ambition to grow into the top 5. We have implemented an ambitious and exciting leasing strategy, seeking to draw the biggest UK and global brands to the centre, to enhance shopper experience and we are beginning to see the results of this. A full centre rebrand has been approved by SGS and is due to be implemented over the summer months.

Purpose of the Role

To lead, inspire, and manage the delivery of all soft services at Lakeside Shopping Centre, including security, cleaning, waste, and other outsourced or in-house service contracts. The Soft Services Manager is responsible for ensuring operational excellence, exceptional guest experience, and alignment with Lakeside's vision of being a safe, welcoming, and best-in-class retail and leisure destination.

Key Responsibilities

Leadership & Strategy

Lead a large, multi-disciplinary soft services team covering security, environmental services, and customer-facing operations. Ensure strong people management, fostering collaboration and operational excellence across all teams. Promote a high-performance culture aligned with Lakeside's brand values, customer expectations, and ESG goals. Line manage the Environmental Services and Security Managers, ensuring robust operational procedures are in place and consistently followed. Take full ownership and accountability for service delivery across both functions. Maintain up-to-date training matrices and ensure all team members meet compliance and competency requirements. Drive succession planning, team development, and staff motivation. Champion business objectives and embed a culture of excellence as standard. Maintain all compliance documentation in line with legislation, audit standards, and regulatory requirements. Demonstrate strong communication and relationship-building skills. Ensure adherence to operational and compliance standards at all times. Represent soft services at management meetings and contribute to Centre-wide strategic planning and improvement initiatives. Engage with tenants regularly, acting on feedback related to service quality and customer experience.

Security and Environmental Services operations

Oversee day-to-day delivery of all soft services, ensuring high standards of performance, safety, and service. Manage operations across Lakeside Shopping Centre and service areas, supporting on-site personnel as needed. Monitor contractor performance via KPIs, SLAs, and audits; lead tendering, mobilisation, and supplier relationships. Drive continuous improvement and innovation in soft service delivery. Ensure staff maintain high standards of conduct, presentation, and performance. Oversee traffic control in delivery areas and ensure first aid coverage is in place at all times. Respond to and report incidents, accidents, and near misses; act as Silver Command during serious incidents. Conduct regular site audits to uphold operational standards and statutory compliance, including H&S. Lead security, cleaning, and waste management operations, ensuring consistent quality and control. Schedule and oversee periodical cleaning tasks and manage equipment maintenance and lifecycle. Fulfil insurance risk control requirements and ensure prompt completion of remedial works. Ensure a robust access control and key allocation for Landlord/Common Areas is in place. Lead operational management of car parks, implementing flow control measures during peak times. Hold regular team briefings to reinforce culture, collaboration, and performance. Advise on projects affecting soft services operations within the Centre. Champion environmental initiatives aligned with Savills' and the client's ESG goals (e.g., zero-to-landfill, water reduction, green tech).

Health, Safety & Compliance

Ensure full compliance with all statutory requirements, company policies, and health and safety legislation across all soft service areas. Act as a key member of the site's emergency and incident response team, supporting security operations and business continuity planning.

Customer Experience

Drive continuous improvement in customer satisfaction by aligning soft services operations with customer needs and feedback.

Financial & Budgetary Control

Manage soft services budgets, including forecasting, cost control, and contract value optimisation. Support procurement and financial reporting processes, ensuring best value and transparent cost management.

Public Relations & Liaison

Establishing, developing and maintaining good relations / partnerships with various authorities and local agencies, notably: Local authority Emergency Services (Police, Fire & Rescue Services, Ambulance) Community organisations CTSA / MOD City stakeholder forums

Staff

Working with all Lakeside Shopping Centre management staff and contractors towards the achievement of their goals. To have overall responsibility for the uniform provision to ensure that both teams are smart and well presented at all times.

Skills, Knowledge and Experience

Essential

The post holder must be an operationally minded decision maker with strong leadership skills; they must be flexible and readily embrace change. Proven experience in managing large teams and multi-service contracts in a retail, leisure, or public-facing environment. Strong leadership and people management skills with a track record of motivating teams and contractors. In-depth knowledge of soft services operations, health & safety, and facilities management. Financially astute with budget and contract management experience. Excellent stakeholder management and communication skills. Problem solving skills and project management of major issues (for example anti-social behaviour and theft) Experience in Management of security and cleaning team. Experience in setting up and administration of detailed record keeping systems. Knowledge and/ or experience managing services to an agreed budget. Able to work on your own initiative and meet tight deadlines. Excellent communication skills. Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment. Knowledge of BICS standards.

Desirable

IOSH or NEBOSH certification. SIA Non front line license BIFM/ILM or relevant management qualification. Experience within a large shopping centre, airport, or complex public venue. Familiarity with CAFM systems and sustainability frameworks. Operational experience within the retail sector at senior supervisory or managerial level. Ability to use a full range of Microsoft applications: Word, Excel, PowerPoint, Outlook. First Aid qualification. Experience of liaison with Police, Fire and Government Enforcement officers. Be able to focus on delivering results through promoting & championing business transformation & continuous improvement. To have an in-depth understanding of the Industry Best Practices including the implementation of improvements as approved by the Centre Director. Ability to achieve the highest standards in all areas of customer service by promoting & facilitating innovation wherever possible. Champion the 'Best in Class' ethos within the disciplines by leading through example and the application of acute attention to detail to all aspects within the role of Soft Services Manager. Ability to interpret and report on KPIs via dashboards and digital tools, using data to drive service improvements.

Personal Attributes

People orientated, highly organised and proactive with a passion for operational excellence. Calm under pressure and capable of handling emergencies with confidence. Flexible and responsive to the dynamic nature of a busy retail environment. Strong commitment to Lakeside's values of inclusivity, safety, and exceptional guest experience.

Working Hours - 40 hours per week, 5 days out of 7 with duty management on a rota basis


Salary - c.60k subject to experience



Please see our Benefits Booklet for more information.