Soft Services Manager
2 days ago
Liverpool
An opportunity has arisen to join Anchor Group Services’ security and cleaning team at St John’s Shopping Centre, Liverpool, one of the city’s most prominent and high-footfall destinations. The successful candidate will be responsible for managing services at site level in close partnership with the Centre Management team. Reporting to the Operations Manager, you will play a key role in maintaining the highest standards of service delivery and customer care expected by both Anchor and the Centre Management team. Responsibilities • Ensure the effective running of all security and cleaning operations within St John’s Shopping Centre., • Deliver soft services within agreed budget constraints, including staffing, materials, uniforms, and consumables., • Plan staffing levels and duty rotas to meet the needs of the Centre and client expectations, using Anchor’s time and attendance systems to manage holidays, sickness, and absence., • Liaise with HR and senior management to manage site-level issues, including investigations, disciplinary processes, and recruitment., • Train, support, and develop staff to meet client specifications, business requirements, H&S, and legislative compliance., • Further develop an established team, ensuring world-class standards of customer service, including for consumers with additional needs., • Promote Anchor and St John’s Shopping Centre values and culture through effective people management and leadership., • Liaise daily with Anchor and Centre Management, attend weekly management meetings, and contribute to monthly KPI reviews., • Attend KPI meetings to ensure service levels and SLA requirements are consistently achieved., • Ensure all employee and service-related documentation is accurate, current, and compliant with both Centre and business requirements., • Regularly audit Centre standards and procedures, submitting findings and recommendations to Anchor senior management., • Manage a team of up to 20 site staff, driving performance and ensuring service excellence., • Provide documented audits of the site weekly to identify improvements and maintain statutory compliance. Skills, Experience & Qualifications Required • Experience managing large, multi-functional teams in a security, cleaning, or facilities environment., • Excellent oral and written communication skills., • Confident presentation skills, with experience engaging management and frontline teams., • Proven ability to manage change efficiently while maintaining service standards., • High energy professional, capable of influencing at senior level and building strong partnerships., • Analytical mindset, able to bring clarity to complex situations., • Strong interpersonal skills and the ability to build credibility quickly., • Exceptional people management and motivational leadership skills., • True leadership capability, able to achieve ambitious targets., • Flexible, resilient, and a strong team player. If an exciting role on a flagship asset in your city sounds of interest, please reach out to Alex for more information - // 07533492894