Soft Services Manager

Role: Soft Services Manager

Salary: £55k plus 5% annual bonus, pension, life cover, 25 days annual leave, free parking on site,

Job Status: Full Time - one weekend in four expected

Location: Wandsworth, South West London

Vacancy Reference: VR/05448

Role Description:

Our Client is a leading Facilities Management provider who deliver quality end-to-end property services, backed by technology and expertise, to ensure all sites are high-performing places running safely, efficiently and sustainably.

About the Role:

This is a high-impact leadership role responsible for driving a high-performing, engaged and customer-focused Security and Cleaning function within a key retail destination. You will lead from the front, developing your teams, shaping strategy and embedding a culture of accountability, excellence and continuous improvement.

This Shopping Centre is a key destination within a FTSE 100 portfolio, recently refurbished and central to the South West London community. This role offers the opportunity to influence large-scale operational delivery while building strong stakeholder relationships and driving forward-thinking service strategies.

Key Responsibilities:

Leadership & People Management:

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• Provide visible, hands-on leadership to Security and Cleaning teams, fostering a high-performance, values-led culture.
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• Lead, coach and develop direct reports, setting clear objectives, conducting performance reviews and supporting career progression.
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• Build a strong succession pipeline through coaching, mentoring and talent development.
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• Ensure effective workforce planning, recruitment and retention aligned to business needs and diversity goals.
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• Champion One Code and Elevate principles, embedding them into everyday behaviours.
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Operational Leadership & Strategy:

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• Own and deliver best-in-class soft services through clear standards, governance and continuous improvement.
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• Translate strategic objectives into operational delivery plans, aligning teams to wider business goals.
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• Drive a proactive, data-led approach to performance using systems such as client reporting tools.
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• Ensure consistent, compliant service delivery across all areas of the estate, both internal and external.
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Stakeholder Engagement:

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• Build strong, credible relationships with clients, contractors and stakeholders across the estate.
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• Act as a key representative for soft services, confidently leading audits, inspections and performance reviews.
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• Collaborate with cross-functional teams (QHSE, ESG, H&S, HR) to deliver aligned outcomes.
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Performance & Compliance:

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• Take full ownership of KPIs, SLAs and service standards, holding teams accountable for delivery.
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• Lead a culture of safety and compliance, ensuring adherence to all statutory, ISO and British Standards.
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• Proactively manage risk, including H&S, fire safety and operational compliance.
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Financial & Commercial Accountability:

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• Manage operational budgets (service charge and non-recoverable), ensuring cost-effective delivery without compromising quality.
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• Identify efficiencies and value-add opportunities to enhance service delivery and asset value.
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Customer Experience & Innovation:

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• Champion a best-in-class guest experience through engaged, service-driven teams.
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• Drive innovation in service delivery, sustainability and technology adoption.
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• Continuously review and improve processes to enhance efficiency and experience.
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Ideal Candidate:

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• Proven leadership experience in soft services, with Security and Cleaning experience desirable.
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• A strong people leader with a track record of building high-performing, engaged teams.
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• Commercially astute with experience managing budgets and driving performance outcomes.
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• Confident communicator with strong stakeholder management skills.
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• Data-driven mindset with experience using operational systems and performance metrics.
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• Strong organisational skills with the ability to prioritise and lead in a fast-paced environment.
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• IOSH qualification desirable
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