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About the Role

The Soft Services Supervisor ensures the safe, clean, and efficient operation of The Spires Shopping Centre by leading Security, Cleaning, and Waste operations. This role works closely with the Centre Manager to deliver an outstanding shopping environment, ensuring statutory compliance and promoting operational excellence.

Responsibilities

• Manage the daily operation of Cleaning, Security, and Waste Management services.
• Lead, motivate, and develop site management, supervisors, and operational teams.
• Ensure high standards of cleanliness across all areas of the shopping centre.
• Maintain safe and secure operations through effective management of the security contract and incident response.
• Ensure all statutory compliance documentation is accurate and up-to-date.
• Manage contractor performance through audits, inspections, and reviews.
• Deliver operational excellence through robust service standards and continuous improvement.
• Develop positive relationships with tenants, retailers, and contractors.
• Manage the soft services budget and ensure expenditure stays within financial targets.
• Produce accurate weekly and monthly operational reports.
• Ensure training matrices are current and all compliance training is completed.
• Support the Centre Manager during major incidents and deputise when required.
• Attend management and client meetings as required.
• Ensure cleaning services meet agreed KPIs and BICS best practice.
• Monitor washroom standards and consumable availability.
• Manage periodic cleaning programmes.
• Ensure waste is managed efficiently and sustainably.
• Oversee daily security operations.
• Ensure all incidents are managed professionally and recorded correctly.
• Maintain emergency procedures and business continuity arrangements.
• Liaise with Police, local authorities, and emergency services.
• Ensure customer safety is the highest priority.
• Ensure compliance with Health & Safety legislation.
• Complete regular health and safety audits and inspections.
• Manage risk assessments and safe systems of work.
• Investigate accidents and near misses.
• Ensure first aid arrangements remain compliant.
• Promote a welcoming and professional environment.
• Respond promptly to customer or tenant concerns.
• Build positive working relationships with retailers.
• Support centre events and promotional activities.
• Drive continuous improvements to customer satisfaction.
• Monitor labour and contractor costs.
• Identify efficiencies without compromising service quality.
• Support annual budget planning.
• Conduct regular one-to-ones and performance reviews.
• Support recruitment and onboarding.
• Develop succession planning within the teams.
• Promote a culture of accountability, teamwork, and respect.

Requirements

• Previous experience managing cleaning and security operations.
• Strong people management experience.
• Excellent communication and leadership skills.
• Experience managing service contracts and KPIs.
• Knowledge of Health & Safety legislation.
• IOSH or NEBOSH qualification.
• Good understanding of BICS cleaning standards.
• Strong IT skills including Microsoft Office.
• Budget management experience.
• Experience within shopping centres, retail or mixed-use environments (desirable).
• SIA licence (desirable).
• First Aid qualification (desirable).
• Experience managing multiple contractors (desirable).
• Knowledge of environmental sustainability initiatives (desirable).
• Experience delivering continuous improvement programmes (desirable).

Skills

• Leadership
• Communication
• People Management
• Contract Management
• KPI Management
• Health & Safety Legislation Knowledge
• BICS Cleaning Standards Knowledge
• IT Skills (Microsoft Office)
• Budget Management
• Customer Service
• Teamwork
• Accountability
• Relationship Building
• Attention to Detail

Work Type

• Full-time

Education Level

• IOSH or NEBOSH qualification
• First Aid qualification (desirable)

Salary/Compensations

• £34,500

Benefits

• Access to Benefits Booklet