Soft Services Manager - Midsummer Place - Savills Management Resources : Job Details

Purpose of the Role

The purpose of the role is to ensure that the cleaning and security provision is delivered to the agreed specification and to the agreed performance and financial targets. As well as provide leadership and line management to the delivery teams within the agreed area of operation as well as being accountable for excellent service delivery while ensuring continuous improvements are made.

Key Responsibilities

• Ensure effective security and customer care, focusing on enhancing guest experiences.
• Compile and distribute duty rotas; oversee Security Duty Managers and Cleaning Team Leaders to uphold performance standards.
• Manage recruitment, appraisals, mentoring, and disciplinary processes, maintaining accurate documentation.
• Hold total responsibility for the cleaning standards at Midsummer Place Shopping Centre.
• Manage the delivery of all sub-contracted and bought-in services.
• Hold regular (daily, weekly, and monthly) team meetings to ensure all activities associated with service delivery meet the changing needs of the Centre.
• Investigate and report significant security incidents to senior management.
• Develop and implement sustainable cleaning practices to reduce waste, conserve resources, and minimise environmental impact.
• Promote recycling and eco-friendly waste disposal throughout the site.
• Oversee all waste disposal and recycling activities to ensure compliance with environmental regulations.
• Ensure all cleaning chemicals and equipment meet environmental and health safety standards, regularly reviewing products to align with sustainability goals.
• Establish and maintain high hygiene standards in all areas, including public and high-traffic spaces.
• Coordinate seasonal and periodic deep cleaning schedules, especially in areas with increased seasonal traffic.
• Oversee training for staff on Savills procedures and processes, on-site equipment, and emergency protocols, ensuring compliance with health, safety, and HR guidelines.
• Coordinate site evacuations and emergency procedure training.
• Ensure all team members hold valid SIA Security Licences.
• Foster a positive, collaborative work culture with a focus on compliance and community support.
• Act as an ambassador for the Centre, promoting mental well-being initiatives and team recognition.
• Empower and motivate team members, setting clear objectives and driving strategic growth for the Environmental Services & Security teams.
• Establish and monitor departmental budgets, emphasising productivity and efficient resource use.
• Work closely with other departments in Midsummer Place to support Centre objectives.
• Ensure adherence to health & safety, security, and environmental standards.
• Take responsibility for the day-to-day management of both the cleaning and security operations.
• Ensure robust and consistent operational procedures are in place and adhered to within both the cleaning and security teams.
• Maintain onsite documentation to the highest standard, ensuring compliance with all relevant legislation, including compliance and audit regulations.
• Be an operationally minded decision-maker with strong leadership skills, embracing flexibility and change.
• Foster strong people management to ensure operatives and teams work in partnership for operational excellence.
• Exhibit strong communication skills and build relationships with tenants to ensure compliance with the Tenants Handbook.
• Maintain compliance with operational standards and uphold Health and Safety (H&S) procedures at the Centre.
• Oversee the effective and efficient day-to-day running of the Centre, ensuring personnel discharge their duties and provide assistance when necessary.
• Record all accidents and near misses and attend to serious incidents to take control as necessary.
• Manage first aid kit supplies and maintain the emergency ‘Grab Bag,’ conducting monthly checks.
• Conduct daily checks of common areas, addressing any remedial works promptly and ensuring safety for all visitors and tenants.
• Address inquiries from tenants, contractors, the public, or others who may make contact.
• Establish and maintain good relations with various authorities and local agencies, including local authorities and emergency services.
• Work should to shoulder supporting your team.
• Lead by example - this is a hands-on role.
• Solutions focused; the individual will demonstrate the ability to identify opportunities/challenges and take action to deliver solutions.

Skills, Knowledge, and Experience

• Minimum of three years in security and facilities management within the retail, leisure, or hospitality sectors.
• Strong people management skills: valid SIA Security Licence and Public Space Surveillance Licence (if required).
• In-depth knowledge of health and safety regulations and a commitment to compliance.
• Effective communicator and team leader with the ability to deliver results under pressure.
• Financial acumen, organisational skills, and a strong analytical mindset.
• Willingness to adopt a flexible approach to work patterns and work weekends/evenings/night shifts as required.
• Accurate record-keeping with good attention to detail.
• Self-motivated, able to work on own initiative and deal with demanding situations.
• Ability to work well with others, make clear decisions, and continue to deliver results under pressure.
• Knowledge of managing services within an agreed budget.
• IOSH or NEBOSH Health & Safety qualifications

Working Hours - Full time = 40 hours (Working patterns - weekend working is required to fulfil the role and working one night shift a quarter is required to spend time supporting the night shift teams).

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Please see our Benefits Booklet for more information.