Search & Apply Job description
Mitie is a UK-based facilities management and technical services company (revenue c.£3.4bn). We are one of the UK’s 250 largest public companies.
Mitie /Communities (revenue £400m) is one of the four major business divisions within Mitie, alongside Technical Services, Business Services and Central Government & Defence. At Mitie Communities we serve public sector clients in Healthcare, Education (schools and universities), local authorities and councils and emergency services. We provide our clients with both soft and hard facilities management services. Our contracts include both commercial output-specified contracts and Private Finance Initiative contracts.
Mitie Education Services is a sector within Mitie Communities. Our clients include schools across the UK. The most common facilities management services we provide are cleaning, portering, catering and security. Most of these services are self-delivered. We also provide mechanical & electrical, projects and other technical services.
Soft Services Manager
Pacific Quay - Glasgow
The Soft Services Manager will have responsibility for delivery of the Logistics and Reception operations at Pacific Quay reporting into the Facilities Manager. Key areas of focus are First Class Service Delivery for all aspects of service lines within remit, Client Liaison, Visitor Management, Meet & Greet, Compliance and Health and Safety.
This role requires the post holder to have very strong interpersonal skills and be able to build excellent relationships with the Client, Key Stakeholders and Customers. The post holder will also need excellent communication, discretion, delegation and organisational skills and experience within a corporate Customer / Client facing environment and be passionate about delivering First Class Customer Service. Key to this role is people management as there is a large team comprising of 15 staff that will report directly to the Soft Services Manager
A One Team approach, working closely with all other service lines across FM and Engineering is key to streamlining service delivery as we move towards Flagship status for the BBC Scotland main location.
Management of the Logistics and Reception Teams ensuring and maintaining a strong operational performance and First class service to the BBC
Develop relationships with the Client, Customers and Key stakeholders
Ensure operational and site specific goals/requirements are met and developed
Work in collaboration with all FM service lines to provide support and streamlined service delivery to all building users
Ensure that disruptions are kept to a minimum and liaison with key suppliers is maintained and there is no impact to broadcast
Manage a complex and varied team covering 24/7 operations
Maintain high levels of customer satisfaction by continual review of service lines
Ensure Customer Service and Customer/Client Satisfaction is demonstrated through the approved key performance indicators and maintain/improve current performance levels in a continually changing business environment
Critical to standards is the management of the daily site checks by the co-ordinators which require engagement/supervision and continual support from the SSM
Ensure the Logistic team are approachable and willing to assist with any enquiries that may be asked of them
Ensure the Logistics team are knowledgeable of all areas within their areas of responsibility and are well placed to cover colleagues when required
Ensure the Logistics team are providing a professional, can-do approach.
Ensure the Reception team provide a fluid and professional meet and greet to all visitors to the building
Manage car parking when required.
Ensure the ID unit respond to any queries and deliver ID services in a professional and timely manner
Ensure cover is in place when required for any staff leave or event requirements
Awareness of contractual obligations
Be accountable for service delivery of all service lines within the remit of the role
Ensure any processes required to be followed by the service lines within remit are done so at all times
Support the delivery of additional projects across the portfolio in conjunction with the projects team/Client
Ensure regular building walks of all areas of the building under the remit of the role are carried out to identify any required works, log these and follow through to completion by liaising with teams responsible
Ensure work orders are closed out within the required timeframe to minimise monthly breaches or failures and contractual penalties
Manage any other soft services as required within the contract such as landscaping, water coolers, pest control
Any other duties that may be required and which are considered by the line manager to be consistent with the level and the general responsibilities of the role.
Be a key point of support during incidents to ensure support where required to Security/FM/ROM/Client
Deputise for the Facilities Manager when required
People Management & HR
Strong people management skills are essential for this role
Direct management of teams including Workplace Co-ordinators, Reception and ID Unit
Managing performance and absence and any HR related issues
Knowledge of investigation, disciplinary and grievance procedures
Knowledge and experience of managing investigations, disciplinaries and grievances
Manage and develop the site teams through effective induction, training, development and annual appraisals
Health and Safety
Maintain a good working knowledge of relevant Health & Safety legislation
Assist Regional Operations Manager and Facilties Manager with Director Audit requirements
Carry out regular internal and Client site audits e.g. KPI, QHSE etc.
Maintain a safe working environment within the areas of responsibility and champion zero accidents and incidents
Ensure monthly reporting of hazards and interventions is carried out and all actions are closed out within the required timeframes
Ensure all training is carried out by all teams as required and records are kept up to date
Ensure site documentation is reviewed and updated as required
Approval of works/supplies up to designated limit
Raising PO’s & JAF’s
Weekly update of JAF’S and informing Commercial if they have been completed
Updating weekly forecast spend
Approval of Payroll for direct teams
What we are looking for:
Minimum 5 years proven experience in managing successful teams of a similar size in high profile buildings/environment
Ability to multi task and remain calm under pressure in a highly demanding environment
Be a problem solver and decision maker even when under pressure
Excellent team management, leadership and motivational people management skills
Excellent interpersonal, communications and presentation skills
Dedicated to the development of people and the business unit
Resilience and flexibility to help with the changing demands of the client
Dynamic with excellent delegation skills along with an organised approach and very goal focussed
A professional phone, email and personal communications manner
Knowledge and experience working with; Cleaning; Logistics, Hard & Soft FM Management - Engineering Building Services
Experience in dealing with suppliers/contractors
Good knowledge of SLA’s/KPI’s and measurement procedures
Self-motivated, team player with a passion for excellent service delivery
First class planning and organisational skills
Experience of managing satellite sites
Understanding of Projects
Computer literate with experience of word, powerpoint and excel
Sound knowledge of QSHE – ideally NEBOSH certificate
Diplomacy and Flexibility
Incident management experience
Membership of a professional body e.g. IWFM
At Mitie, we support people and organisations to manage change – helping to create improved and better environments in places where people live and work.
Our direction and behaviours are underpinned by a set of core values:
We work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will.
Whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
We are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.