Soft Services Manager

Discipline: Management Recruiters
Salary: £45000.0
Contact name: Dom Wild

Contact email:
Job ref: 4107
Published: 24 days ago
Soft Services Manager





We have an incredible opportunity working under the biggest FM company in Europe on the largest government contract in the UK. This role will be for a candidate who has previous experience in a similar role as a Soft Services Manager or Head of Soft Services.

Key Accountabilities: 

  • Management of Workplace and Reception Teams ensuring and maintaining a strong operational performance and 1st class service to the client
  • Develop relationships with the Client, Customers and Key stakeholders 
  • Ensure operational and site specific goals/requirements are met and developed 
  • Work alongside 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 broadcasting  
  • Maintain high levels of customer satisfaction by continually reviewing and improving Customer Service and Customer/Client Satisfaction is demonstrated through the approved key performance indicators or maintaining current performance levels in a changing business environment 
  • Ensure the Workplace Co-ordinators are providing a professional, can-do approach to users of their floors and areas of responsibilities   
  • Ensure the Reception team provide a fluid and professional meet and greet to all visitors to the building 
  • Manage car parking provided by the BBC through a 3rd party supplier 
  • 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 
  • 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


  • Minimum 5 years proven experience in managing successful teams in similar high profile buildings 
  • 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 and have excellent communication/delegation skills and organisational skills along with being very goal focussed 
  • A professional phone, email and personal communications manner with a passion for excellent service delivery 
  • Knowledge and experience working with; Cleaning; 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 and ability to motivate others 
  • 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

If you are interested in this role as a Soft Services Manager please apply or alternatively, please call the office on 0208 092 6500 and ask for Dom

Any successful candidate referrals for this position could earn you £250 voucher from HVAC FM, so if you know candidate who is suitable for this position, get in touch today!