We are looking for an experienced and motivated Soft Services Manager to lead and manage the operational delivery of key services, including Cleaning, Security, Waste Management, Laundry, Hygiene, Grounds Maintenance, and more, for our prestigious client near Oxford..
As a Soft Services Manager, you will be responsible for ensuring the highest standards of service are met and continuously improved in line with industry best practices. You'll oversee and coordinate the Atlas Soft Services team, managing scheduling and service delivery either directly or through trusted service partners.
Principle Duties and Responsibilities
Operational
- People management of the Soft Services team including Supervisors, Cleaners, Security and Stores as per Atlas processes and procedures, ensuring a one team mentality across all service functions; work with the Account Director and other service leads.
- Lead all HR related activity including but not limited to recruitment, absence, investigations, grievances etc…
- Regular meet with all direct reports for informal and formal meetings to review performance and opportunities for improvement or training. Set objectives for direct reports and meet regularly to review.
- Management and coordination of all Soft Services tasks and activity including self-delivery and subcontracted works.
- To constantly explore ways of enhancing the soft service activity to improve productivity, sustainability and quality.
- To act as the Subject Matter Expert (SME) for the contract, providing advice and support as required.
- To ensure adherence to processes and procedures, offering support and feedback to the Operational teams where required.
- Develop and maintain an excellent working relationship with key stakeholders.
Commercial
- Ensure all Soft Services are delivered in accordance with the contract and Atlas commitments.
Assist in producing KPI performance data and evidence for the monthly customer service reviews and governance structure.
- Ensure regular reviews of subcontractor performance, addressing and performance concerns or improvement opportunities to continuously improve the service delivery.
Strategy
- To support the Account Director and Continuous Improvement Manager in creating a Soft Services strategy to drive continuous improvement and innovation to add value to the operational delivery and customer.
- To own the Soft Services Strategy ensuring key milestones are met, progress is tracked and reported as appropriate to the relevant persons.
Performance & Quality
- Engaging in our commitment to always adhering while looking to continually improve our quality processes.
- Ensuring company procedures are followed and a high level of customer service is provided, review as required and highlight risks and opportunities.
- Reflecting a professional company image through all communications and actions, both internally and externally.
- Ensure service levels meet the standards agreed with Infineum. Ensuring that the best interests of the client and customers are considered at all times. Ensure a quality company image is portrayed by site-based staff at all times and our client’s business as well.
- To ensure completion within agreed timeframes of all Soft Service audits such as but not limited to Monthly Cleaning, Waste,
- Health and Safety and IFM Audits, ensure this information is appropriately recorded and used for trending for provision of internal and external updates and driving improvements.
Governance
- Provide soft services management information to the Account Director ensuring adherence with agreed contractual and customer required governance.
- Create a truly customer focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering our commitments and working together.
Health and Safety
- Monitor and manage the health and safety of the Soft Services team ensuring adherence to Infineum and Atlas safe working practices.
- Submit comprehensive accident and incident reports within the required timeframes and on required platforms i.e. Prime for Atlas and/or Cority for Infineum.
- Regularly engage the Infineum Health and Safety Manager to review practices ensuring opportunities for safer working processes or risks are appropriately discussed
Freedom to Act
- Working within the limits of the Atlas Corporate Governance.
- Freedom to organise, direct and prioritise a team of staff, Atlas’s outsourced service providers’ and appointed consultants where applicable to deliver the necessary outputs.
- Freedom to operate and further delegate within the confines of Atlas corporate governance and financial guidelines.
- Freedom to prohibit work within Atlas’s responsibility that poses an imminent danger to staff or other
persons/equipment/property etc.
- Freedom to escalate any H&S issues.
- Operate within agreed operational and/or management guidelines