Soft Services Manager

​Role: Soft Services Manager

Salary: £55k plus 5% annual bonus, pension, life cover, 25 days annual leave, free parking on site,

Job Status: Full Time - one weekend in four expected

Location: Wandsworth, South West London

Vacancy Reference: VR/05448|

Role Description:

Our Client is a leading Facilities Management provider who deliver quality end-to-end property services, backed by technology and expertise, to ensure all sites are high-performing places running safely, efficiently and sustainably.

About the Role:

This is a high-impact leadership role responsible for driving a high-performing, engaged and customer-focused Security and Cleaning function within a key retail destination. You will lead from the front, developing your teams, shaping strategy and embedding a culture of accountability, excellence and continuous improvement.

This Shopping Centre is a key destination within a FTSE 100 portfolio, recently refurbished and central to the South West London community. This role offers the opportunity to influence large-scale operational delivery while building strong stakeholder relationships and driving forward-thinking service strategies.

Key Responsibilities:

Leadership & People Management:

• Provide visible, hands-on leadership to Security and Cleaning teams, fostering a high-performance, values-led culture.

• Lead, coach and develop direct reports, setting clear objectives, conducting performance reviews and supporting career progression.

• Build a strong succession pipeline through coaching, mentoring and talent development.

• Ensure effective workforce planning, recruitment and retention aligned to business needs and diversity goals.

• Champion One Code and Elevate principles, embedding them into everyday behaviours.

Operational Leadership & Strategy:

• Own and deliver best-in-class soft services through clear standards, governance and continuous improvement.

• Translate strategic objectives into operational delivery plans, aligning teams to wider business goals.

• Drive a proactive, data-led approach to performance using systems such as client reporting tools.

• Ensure consistent, compliant service delivery across all areas of the estate, both internal and external.

Stakeholder Engagement:

• Build strong, credible relationships with clients, contractors and stakeholders across the estate.

• Act as a key representative for soft services, confidently leading audits, inspections and performance reviews.

• Collaborate with cross-functional teams (QHSE, ESG, H&S, HR) to deliver aligned outcomes.

Performance & Compliance:

• Take full ownership of KPIs, SLAs and service standards, holding teams accountable for delivery.

• Lead a culture of safety and compliance, ensuring adherence to all statutory, ISO and British Standards.

• Proactively manage risk, including H&S, fire safety and operational compliance.

Financial & Commercial Accountability:

• Manage operational budgets (service charge and non-recoverable), ensuring cost-effective delivery without compromising quality.

• Identify efficiencies and value-add opportunities to enhance service delivery and asset value.

Customer Experience & Innovation:

• Champion a best-in-class guest experience through engaged, service-driven teams.

• Drive innovation in service delivery, sustainability and technology adoption.

• Continuously review and improve processes to enhance efficiency and experience.

Ideal Candidate:

• Proven leadership experience in soft services, with Security and Cleaning experience desirable.

• A strong people leader with a track record of building high-performing, engaged teams.

• Commercially astute with experience managing budgets and driving performance outcomes.

• Confident communicator with strong stakeholder management skills.

• Data-driven mindset with experience using operational systems and performance metrics.

• Strong organisational skills with the ability to prioritise and lead in a fast-paced environment.

• IOSH qualification desirable

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