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About the Role

Lead the day-to-day delivery of Security and Cleaning services at The Elephant, a landmark mixed-use development. Ensure high standards of operational performance, compliance, and customer service. Manage a diverse team, oversee service delivery, and maintain a safe, secure, and well-presented environment while meeting contractual obligations and client expectations.

Responsibilities

• Oversee Security and Cleaning operations across retail, residential, and public environments, ensuring smooth service delivery.
• Lead, coach, and develop operational teams, managing staffing levels, rotas, absence cover, and operational resilience.
• Act as the primary client contact, attending operational and KPI meetings and producing reports, audits, and performance data.
• Ensure Assignment Instructions, SOPs, Risk Assessments, and site documentation are accurate and compliant.
• Oversee Control Room and CCTV operations, ensuring GDPR compliance and effective incident management.
• Lead investigations into incidents, complaints, accidents, and disciplinary matters.
• Manage recruitment, performance, absence, and employee relations matters in coordination with HR and Recruitment teams.
• Monitor cleaning standards, stock levels, and operational equipment through regular inspections and audits.
• Ensure compliance with Health & Safety legislation, COSHH requirements, and company policies.
• Coordinate emergency responses, evacuations, and business continuity activities.
• Build strong relationships with clients, retailers, residents, contractors, and external partners.
• Identify opportunities for service improvement and operational efficiencies.
• Support contract retention, client satisfaction, and business growth opportunities.

Requirements

• Proven experience managing Security, Cleaning, Facilities, or Soft Services operations.
• Experience leading large multi-functional teams in customer-facing environments.
• Strong client relationship and stakeholder management experience.
• Excellent communication, presentation, and report-writing skills.
• Experience with recruitment, performance management, and employee relations processes.
• Strong understanding of Health & Safety, compliance, and operational risk management.
• Competent in Microsoft 365 and workforce management systems.
• Full 5-year checkable employment history.
• Valid frontline SIA Licence.
• Experience within shopping centres, mixed-use developments, or high-footfall environments.
• Knowledge of Timegate and Zoho Recruit, or similar systems.

Skills

• Security operations management
• Cleaning operations management
• Facilities management
• Soft services management
• Team leadership
• Client relationship management
• Stakeholder management
• Communication
• Presentation
• Report writing
• Recruitment
• Performance management
• Employee relations
• Health & Safety compliance
• Operational risk management
• Microsoft 365
• Workforce management systems
• CCTV operations
• Incident management
• GDPR compliance

Location

• The Elephant, Elephant & Castle, London

Work Type

• Full-time

Experience Level

• Managerial

Salary/Compensations

• £44,000-£48,000 per annum

Benefits

• Access to a range of nationally recognised courses via the Anchor Academy
• Access to SIA and First Aid training at discounted rates, with financial support available
• Auto Enrolment Pension
• Stream – access to pay as you earn it
• Cycle to Work Scheme Available
• Free Employee Assistance Programme 24/7 including access to counselling
• Hospital Saturday Fund
• Reward and Recognition awards
• Career development opportunities within a growing national business

About the Company

• Anchor Group Services is recruiting for The Elephant, a landmark mixed-use development at the heart of Elephant & Castle. Bringing together retail, residential and public spaces, The Elephant is set to become a vibrant destination where residents, visitors, retailers and communities come together.