About this role
Soft Services Manager Role Purpose Reporting directly to the CEO, the Soft Services Manager is responsible for leading, developing and growing the Company's Soft Services division across Jersey. The role has overall responsibility for the operational delivery, quality, commercial performance and continuous improvement of all Soft Services, ensuring contracts are delivered safely, efficiently and in line with client expectations. The Soft Services Manager will develop strong relationships with clients, colleagues, subcontractors and suppliers while driving service excellence, customer retention and business growth. The role is both operational and commercial, with responsibility for maintaining existing contracts, identifying new business opportunities and supporting the strategic development of the business. The role encompasses the delivery of services including Cleaning, Archiving, Secure Shredding, Concierge, Mailroom and other non-technical support services. Key Responsibilities Leadership & Operations Lead the day-to-day delivery of all Soft Services contracts across Jersey. Promote and embed the Company's values, culture and high standards of customer service. Ensure contracts are delivered in accordance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and client expectations. Develop and implement operational plans to support contract mobilisation, service delivery and contract renewals. Coordinate operational resources to ensure effective service delivery and business continuity. Monitor service quality through regular inspections and audits, implementing corrective actions where required. Produce operational reports, performance statistics and improvement plans for the CEO. Commercial & Client Management Manage existing client relationships, ensuring high levels of customer satisfaction and contract retention. Act as the primary point of contact for clients regarding operational performance and contractual matters. Identify opportunities to grow existing accounts and develop new business opportunities. Prepare quotations, pricing proposals and contract variations. Conduct client meetings, site visits and service reviews. Support invoicing, debt management and contract administration activities. Respond effectively to customer feedback and resolve service issues promptly. Quality, Compliance & Continuous Improvement Lead the development, implementation and continual improvement of the Company's Quality Management System. Maintain compliance with ISO 9001, ISO 14001 and other relevant industry accreditations, including BICS and SIA where applicable. Ensure all Soft Services activities comply with legislative, contractual and Company Quality, Health, Safety and Environmental (QHSE) requirements. Develop and maintain operational procedures, service plans and risk assessments. Lead internal audits, supplier audits and compliance reviews. Investigate incidents, customer complaints, accidents and near misses, identifying trends and implementing preventative actions. Deliver toolbox talks and promote a positive health and safety culture throughout the business. Ensure all relevant legislation, guidance and industry standards are communicated and understood. People Management Identify recruitment requirements and support workforce planning. Manage the recruitment, induction, training, development and performance of Soft Services employees. Ensure adequate staffing levels are maintained to meet operational requirements. Manage planned and unplanned absences, arranging suitable cover where required. Support supervisors and managers with employee performance, wellbeing and development. Foster a culture of teamwork, accountability and continuous improvement. Financial Management Assist in the preparation and management of departmental budgets. Monitor labour utilisation, productivity and operational costs. Review booked hours against worked hours to maximise efficiency. Identify opportunities for cost savings while maintaining service quality. Support the commercial performance and profitability of the Soft Services division. Additional Responsibilities Provide operational support during periods of increased business demand where necessary. Support tender submissions and pre-qualification questionnaires relating to Soft Services. Work collaboratively with other departments to ensure seamless service delivery. Undertake any other duties appropriate to the role as directed by the CEO. Benefits Excellent package and team environment
