Soft Services Manager - St George's Shopping Centre - Savills Management Resources : Job Details

Purpose of the Role

The Soft Services Manager is to ensure the overall smooth operational running of the Centre, by overseeing all Security, Cleaning, Health & Safety operations within the Shopping Centre including those dictated by statute. The Soft Services Manager reports into the Operations Manager, and will work closely with the Operations Manager in the discharging of their duties including overseeing Soft FM maintenance contractors at the Shopping Centre. On a rota basis will lead the centre as Duty Manager including some late nights, weekends and bank holidays, with days in lieu.

Key Responsibilities

• To take responsibility for the day to day management of both the Cleaning and Security operations for the Scheme with the support of the Centres Cleaning and Security Supervisory Staff.
• Ensuring robust and consistent operational procedures are in place and adhered to within both the cleaning and security teams.
• To take ownership of service delivery to agreed standards and being fully accountable for the management of both the Cleaning and Security operations.
• To lead, motivate and inspire all direct and indirect reports and to proactively support all team members.
• Take ownership of the Soft Services Service Charge Budget ensuring spend is kept to the agreed level. Budget setting for following years inline with business needs.
• To be highly focused on the achievement of all business objectives and excellence as standard.
• Ensuring all onsite documentation is maintained to the highest standard to include documentation related to all current relevant legislation including the compliance and audit regulations.
• The post holder must be an operationally minded decision maker with strong leadership skills; they must be flexible and readily embrace change.
• Particular strength will be required in people management so that operatives and teams are working in partnership to deliver operational excellence.
• Strong communication skills and the ability to build relationships are also essential.
• Liaise with tenants to ensure compliance with Tenants Handbook in particular with regards to shop fascia lighting, shop front cleanliness, refuse management, key holders.
• To ensure that the Operations Report is accurate up to date at all times.
• Ensure compliance at all times with operational standards.
• Maintain Health and Safety (H&S) procedures, policies and operations of the Centre to the highest possible standards at all times.

Security, Cleaning, Waste/Recycling, H&S operations

• Ensure that the day-to-day running of the Centre is carried out effectively and efficiently, that the personnel working for the Centre are discharging their duties and provide assistance where necessary.
• Ensure that all personnel complete duties to the highest standard and are well presented.
• Manage operatives in the cleaning of the service areas.
• Ensure that security operatives control delivery vehicular traffic in delivery areas and service yards.
• Ensure all accidents and near misses are recorded and serious incidents that occur.
• Attend all serious incidents within the Centre and take control as necessary.
• Control and re-order first aid kit supplies ensuring that there are sufficient staff on site to administer first aid, as and when needed.
• Maintain the emergency ‘Grab Bag’ and monthly checks of same.
• Ensure that fire and H&S regulations are adhered to in all parts of the Centre by inspection, checking the signs, advising on defects, improvements required, etc.
• Monitor and maintain H&S Records in accordance with the frequency required by the site H&S manual.
• Patrol the public areas on a regular / irregular basis throughout the day checking on cleanliness, maintenance, landscaping, security etc.
• Ensure compliance with all statutory requirements and codes of practice, H&S requirements.
• Maintain overall control of the security operations, paying particular regards to incident response and customer care.
• Maintain overall control of the cleaning operations to ensure a consistent and high standard of cleaning throughout the scheme and back of house areas.
• Maintain overall control of the waste management systems in place ensuring effective waste management and controls.
• ESG Environmental. Social and Governance. Gathering and reporting ESG metrics and data of business operations to measure and improve St. George’s initiatives in comparison with Savills and industry benchmarks and targets.
• Timely updating of Health & Safety Compliance, Data Station and Elogbooks.
• Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
• Ensure that daily checks are undertaken in all areas within the Centre and that all necessary remedial works are undertaken within a reasonable time period.
• Ensure that all H&S / insurance documents are updated and kept on site in respect of the retained contractors.
• Ensure that H&S policy is complied with at all times.
• Control and monitor the keys for the Landlord’s / Common Areas of the Centre.
• Ensure that Operatives deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.

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)
• Harrow BID

Promotions

• Ensure that all promotional activities are carried out with due care and attention to the H&S / welfare of their staff, customers and business occupiers.

Staff

• Working with all Centre management staff and contractors towards achievement of their goals.

Ensure that both in-house staff and contractors are smart and well presented at all times.

Skills, Knowledge and Experience

Essential