Soft Services Manager

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Salary £40,000-£42,000 per annum depending on experience

Location : Liverpool, St Johns Shopping Centre, L1 1LY

Reporting to : Key Account Director

Overview

An exciting opportunity has arisen to join Anchor Group Services at a prestigious Shopping Centre in Liverpool.
The successful applicant will be responsible for overseeing the security and cleaning operations, ensuring the highest standards of service delivery, customer service, and compliance. Managing a diverse team, you will work closely with the Centre Management team to create a safe, clean, and welcoming environment for visitors, tenants, and staff and be an integral part of the duty management team responsible for overseeing the day-to-day management of the asset.

Main Responsibilities

• Oversee and manage day-to-day security and cleaning operations, ensuring smooth service delivery across the site.
• Lead and manage a team of security and cleaning staff, ensuring effective rostering, welfare checks, and ongoing training to maintain high service standards.
• Ensure compliance with health & safety, GDPR, and operational procedures, including the management of Control Room operations, CCTV systems, and key control processes.
• Conduct regular site audits, reporting on cleaning and security performance, and implementing necessary improvements.
• Act as the main point of contact for client relations, attending meetings, providing operational updates, and ensuring SLAs and KPIs are met.
• Support recruitment, staff development, and performance management, working closely with HR and senior management.
• Manage stock levels and procurement of cleaning consumables, ensuring cost-effective use of resources.
• Take a lead role in emergency procedures, coordinating site evacuations and supporting business continuity plans.
• Maintain accurate records, including incident reports, staffing records, and compliance documentation.
• Ensure a professional, customer-focused approach at all times, fostering a positive experience for visitors, tenants, and stakeholders.

Requirements

• Desirable to have retail/customer environment experience with a strong understanding of flexible resource management.
• Act as a brand ambassador aligning with the culture of the wider St Johns Management.
• Experience managing teams in security and cleaning services.
• Strong leadership and people management skills with the ability to develop teams.
• Excellent communication and presentation skills, with experience engaging clients and senior management.
• Ability to manage change efficiently while maintaining high service standards.
• Strong problem-solving skills and the ability to analyse and resolve operational challenges.
• Knowledge of compliance, health & safety, and employment law related to soft services management.
• Proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint) and workforce management systems (Timegate, Zoho).
• Experience in recruitment, disciplinary processes, and risk assessment management.
• A flexible and adaptable approach with a strong sense of teamwork.
• Full 5-year checkable employment history.
• A valid frontline SIA Licence.

Benefits

• Access to a range of nationally recognised courses to help further your career, via the Anchor Academy.
• Access to SIA & First Aid training at discounted rates, with financial support available.
• Auto Enrolment Pension.
• Wagestream – access to pay as you earn it.
• Cycle to Work Scheme Available.
• Free Employee Assistance Programme 24/7 including access to counselling.
• Hospital Saturday Fund.
• Reward and Recognition awards.

If you think you have what it takes, APPLY NOW and we'll be in touch.