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Soft Services Manager

Job details
Posting date: 13 August 2025
Hours: Full time
Closing date: 12 September 2025
Location: M60 0AG
Company: Mitie
Job type: Permanent
Job reference: 79993

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Summary



We are looking for an experienced Soft Services Manager to support the Operations Team in the management of site-based cleaning operatives. Duties include staff inductions and training, liaising with recruitment agencies and completion of on-boarding paperwork.  

You will be responsible for the delivery of inductions and completion of Task Risk Assessment paperwork for cleaning operatives provided under COVID-19 banner, ensuring Mitie's Health & Safety procedures are followed and encourage safe working practices.

You will need to monitor the use of chemicals and materials utilised in Touch Point Cleaning (TPC) roles, dealing with any issues efficiently and in a professional manner, and referring to your line manager where appropriate.

Previous experience in a supervisory role is essential. We're looking for a candidate with good communication skills and an ability to adapt their approach to differing audiences. Solutions oriented, you'll be able to provide explanations and proposed solutions to any problems that arise.

 The ideal candidate would have proficient IT skills including MS Word and MS Excel as well as being organised with the ability to multi-task, prioritise and manage competing demands. You will also have a strong understanding and respect for confidentiality.  If you are successful with this role, you will be provided with a company car so a Full UK, clean driving licence is required.

Job description template



Company name: Mitie



Job Title: Soft Services Manager Co-op



Reporting to (position): IFM Contract Manager Co-op







Our values and behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.



Job objectives and responsibilities

· Responsible for delivering excellence in service delivery, through the management of the operational teams across all soft service delivery lines, as follows:

·

· Service provision lines:

o Security

o Cleaning

o Waste management

o Front of house

o Supporting where required on engineering liaison on external estate locations

o Additional service lines where required (Nuffield, Swiss Post, G&G)



· Client locations:

o Co-op Head Office, Manchester, (Base location)

o Heron House, Stratford Upon Avon, (Minimum monthly visit requirement)

o Aztec 650, Bristol, (Minimum monthly visit requirement)

o CLS John Banner House, Sheffield, (Minimum monthly visit requirement)

o East Links, Southampton (Minimum monthly visit requirement)

o Sandbrook Park, Rochdale (Minimum monthly visit requirement)

o Olympic Park, Salford (Minimum monthly visit requirement)



· Strict adherence to both Co-op & Mitie H&S policies and procedures at all times



· Drive and embed a culture of collaborative working with all Mitie service lines and Co-op colleagues, always demonstrating this to deliver a ONE MITIE / ONE CO-OP service delivery approach.



· Key focus on building relationships also on outlying estate with key Mitie & Co-op stakeholders







Main duties

· Maintain and update all service line documentation both manually and electronically as required, so key skill set around ability to use (or quickly learn) IT processes/platforms, across but not limited to the following areas:

o Word

o Excel

o Workplace +

o Presentations & PowerPoint

o Merlin for cleaning IT system

o Verisae

o Merlin for security



· Management of operational performance in line with all client KPI requirements and reporting timeliness



· Excellent communication with all clients and key Mitie stakeholders across all service lines and locations



· SIA Licence requirement for management of security teams (completion of if not already held)



Some key tasks within the overall operational performance management (not exhaustive and for example only):



· Weekly / monthly auditing of sites in line with Co-op I Auditor and Mitie systems such as Merlin for cleaning

· Staff training and record keeping at all levels

· Managing and developing relationships across service lines to drive operational efficiency and one team approach

· Driving change through the team's delivery to drive service improvements and cost efficiencies for client & Mitie

· Create and develop effective relationships with key customers

· Identify and negotiate continuous improvements with customers, staff, and suppliers.

· Manage finance - control resources to achieve quality of service whilst keeping within the budget

· Monitor P&L account addressing poorly performing areas of concern to understand challenges and drive improvements

· Manage people - recruit, lead and develop the team across all service lines

· Apply the company's safety management system in line with MC(D)05.

· Advise site personnel about employment law, health, and safety legislation/ regulations.

· Appraise performance of immediate teams against agreed objectives and document according to company policy





Person Specification

· Soft services or related management experience essential, experience across multiple service lines beneficial

· Ability to communicate at all levels

· Ability to work to set schedules and on own initiative

· Flexibility essential in workload and operational hours required

· Working knowledge & understanding of health and safety policies and requirements within all the key service lines to always deliver safe and legal operations

· Ability to represent Mitie values on site by being presentable, approachable, and helpful always and willingness to go the extra mile

· Analytical, demonstrating diligence in all elements of work

· IT literate as per key areas highlighted above (or ability to quickly learn and develop in areas where current skill set may not be strong)

· Ability to provide key management information on service lines to demonstrate key performance

· Tenacious and determined to achieve team targets, a collaborator with an awareness of impact on individual performance and perception on wider contract

· Able to motivate and develop others within the business

· Able to identify talent for the future and introduce and deliver a succession plan





Working within the Mitie values and behaviours

People Mitie is a people business. It is our people, and their drive to do their jobs to the best of their ability that makes us different.

Trustworthy -

We do what we say we will

How we behave…

· We treat all colleagues with respect

· We challenge people when they do not do the right thing

· We welcome advice from anyone that might improve what we do

· We are open and honest

· We think safety and always follow rules for safe working

Helpful -

We go out of our way to be effective

How we behave…

· We collaborate with each other to achieve the best for clients and for Mitie

· We share information to help colleagues succeed

· We build great relationships

· Our first response to requests will always be positive

· We look out for each other, never walking by unsafe actions or situations

Inspiring -

We help others to be the best they can be

How we behave…

· We support and encourage each other to develop

· We lead by example

· We set clear expectations

· We listen to and learn from others

· We learn from mistakes and incidents to prevent recurrence

Passion Take our people, add their passion, and you get something special.

Spirited -

We give it everything we have got

How we behave…

· We do good things for each other, the environment, and the community

· We appreciate diversity and encourage it

· We demonstrate team spirit

· We are committed to doing things better and setting new standards in all that we do

· We take pride in what we do and have fun doing it

· We celebrate success and say thank you

Fresh thinking, we want our people to find inspiration from skill development and career progression and enjoy respect and recognition for a job well done.

Pioneering -

We do things that excite and amaze

How we behave…

· We bring innovative ideas to the way we do things

· We are willing to try new things

· We encourage and support innovation

· We consider things from other peoples' points of view

· We embrace new thinking and technologies

· We build health & safety into everything we do



Health and Safety responsibilities

· Always follow Group and company policies and procedures;

· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

· Use all work equipment and personal PPE properly and in accordance with training received;

· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;



Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

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