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Soft Services Manager

Job Description and Requirements

The role 

Soft services manager 

The soft services manager will be responsible for managing all soft services including cleaning, waste management, landscaping, and pest control across the contract and managing all security services provision provided to the schools portfolio and providing a secure environment for all users (students, parents, teachers, employees, contractors, service providers and FM management staff). 

Your responsibilities will include:

  • Developing and implementing the service delivery plans which considers resource demand, standards, equipment and consumables, activity frequency, recording and reporting for each of the soft services to be managed in liaison with soft services coordinator.
  • Supporting the consultancy lead to developing consultancy deliverables.
  • Producing a set of standard operating procedures (SOP) for each of the soft services to be managed.
  • Managing a defined number of FM managers and soft services coordinators and facilities management service providers within their areas, effectively managing resources to ensure consistent service provision.
  • Managing the performance of the facilities management service contractors ensuring that soft services are managed in accordance with its ‘Service Level Agreement’ (SLA) and that all relevant KPI’s are consistently met month on month.
  • Be the first point of contact for complaints management reference security services, ensuring any complaints received are dealt with effectively, responded to (investigation to ascertain cause and mitigate further occurrence) and closed within agreed timescales and to the satisfaction of all parties.
  • Holding monthly service review meetings with soft service contractors.
  • Escalating poor performance of the soft service contractors to the client with recommendations for action (corrective action, additional training, and financial penalty).
  • Building strong relations with the client, regularly engaging with them making them feel valued and managing their expectations.
  • Developing customer experience and understanding of client requirements by building and developing stakeholder relationships.
  • Managing the performance of the FM managers and soft services coordinators by coaching, training and developing the team to ensure that they perform to their maximum potential, as well as quickly taking action using appropriate HR procedures if required to address any drop or inconsistencies in performance standards.
  • Creating a culture that embraces change, as well as looking for opportunities to add value to the client (e.g. undertaking security audits of schools)
  • Ensuring that scheduled area or site inspections are undertaken and any required action plans are completed correctly and in a timely manner, making sure the client is fully informed of progress.
  • Ensuring QHSE compliance and legislation and project guidelines with reference to security services across the portfolio of schools.
  • Producing a set of standard operating procedures (SOP) for the security service and associated processes such as security guards, access permits, CCTV, management of deliveries, parking control, and traffic management etc.
  • Ensuring that the security service is managed in accordance with its service level agreement (SLA) and that all relevant KPI’s are consistently met month on month.
  • Be responsible for the incident and emergency management and undertake regular emergency testing or drills.
  • Ensuring that the security personnel is trained as per the annual training program.
  • Handling line management of the transport coordinator.

The requirements 

Your knowledge, experience, and skills need to include:

  • With previous management experience in soft services and security and risk management operations.
  • With knowledge in QHSE.
  • Good communication skills both written and oral.
  • Good IT skills.


  • A degree qualification in facilities management or hospitality, risk management or similar.

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