Soft Services Duty Manager

SALARY: Competitive

Purpose:

The Site Services Duty Manager is responsible for overseeing the day-to-day operations of the cleaning, waste management, and security teams, ensuring the delivery of high standards in service, safety, and customer experience. This role involves operational oversight, compliance management, continuous service improvement, and cost-effectiveness.

Key Responsibilities:

Team Leadership and Development:

• Lead and manage a multi-functional team, including cleaning, waste management, and security personnel.
• Provide training, coaching, and development opportunities to staff.
• Foster a positive and collaborative team culture.
• Customer Service:
• Maintain a strong focus on customer satisfaction and guest experience.
• Handle customer inquiries and complaints effectively.
• Implement improvements based on customer feedback.
• Operational Oversight:
• Ensure the effective delivery of cleaning, waste management, and security services across the site.
• Monitor and maintain high standards of hygiene, cleanliness, and safety.
• Coordinate with other departments to ensure seamless operations.

Compliance and Safety:

• Ensure adherence to health and safety regulations, company policies, and industry standards.
• Conduct regular audits and inspections to maintain compliance.
• Address and resolve any compliance issues promptly.
• Resource and Budget Management:
• Manage staffing levels, schedules, and resource allocation efficiently.
• Monitor and control costs across all service areas.
• Identify opportunities for cost savings and operational efficiencies.
• Incident and Crisis Management:
• Oversee site-wide incident response and emergency procedures.
• Coordinate with relevant teams during emergencies to ensure safety and continuity.
• Review and update emergency response plans regularly.

Qualifications and Experience:

• Proven experience in a supervisory or managerial role within facilities management, retail operations, hospitality, or customer service-focused environments.
• Strong leadership and team management skills, with the ability to motivate and develop diverse teams.
• Demonstrated commitment to delivering exceptional customer service and enhancing the customer experience.
• Excellent communication and interpersonal skills, capable of engaging effectively with staff, customers, and stakeholders.
• Solid understanding of health and safety regulations, compliance requirements, and industry best practices.
• Experience in resource allocation to optimize operational efficiency.
• Flexibility to work various shifts, including weekends and public holidays.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

We are proud members of the Armed Forces Covenant Employer Recognition Scheme.