JOB DESCRIPTION UNDERLYING COMPETENCIES

Job Title: Soft Service Supervisor 

Business Sector UKS South West & Wales

Hours of work 40 hrs per week

Reporting to Contract Manager

CBRE “RISE” Values

RESPECT

We act with consideration for others’ ideas and share information openly to inspire trust and encourage collaboration.

INTEGRITY

No one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for.

SERVICE

We approach our clients’ challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities.

EXCELLENCE

We focus relentlessly on creating winning outcomes for our clients, employees and Shareholders.

Job objectives and responsibilities

To act as the key customer orientated focal point for all Soft Service facilities services included in the contract i.e. Cleaning, Hygiene services, Security, Reception, Helpdesk & Switchboard, Landscaping, Post Room, Pest Control, Office moves and furniture

Manage, motivate, support and lead a team of staff consisting of direct reports and contracted staff for the above services. Ensure the team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus. Ensure individual objectives are met and exceeded including six monthly and annual performance review all staff. Focus on career development and progression of individuals to exceed their potential, deal with all HR related scenarios e.g. grievance, disciplinary, capability procedures

Capture all customer feedback including complaints ensuring adequate closure and customer satisfaction

To be responsible for the planning, co-ordination and on-going management of office moves and churn. This will require close communication with the Clarks client and staff, CBRE staff and contractors.

Strategic planning including scheduling of deep cleans, developing a robust audit procedure to manage performance and assisting in preparation for special events and VIP visits,

To ensure the correct CBRE / Contract processes are followed to ensure compliance – supporting in mandatory QHSE Audits as and when required

Main duties

• To be responsible for the line management of all Soft Service Staff Recruitment, Disciplinaries and Grievance Procedures.

• Management of site security procedures including completion and regular review of all legal documentation including; - D.O.B, Assignment instructions and SIA Licensing

• Ensuring all security manning levels and patrols are achieved in line with Ais

• Ensuring all site security breaches and occurrences are dealt with acting as part of the CBRE Out of Hours ‘On Call’ management team in the event of minor and major incidents

• Ability to deputise for the Contract Manager as and when required for internal CBRE meetings and events or client facing interactions

• To monitor Soft Service performance and conduct regular performance audits ensuring adherence to contractual KPIs and SLAs

• To liaise with client/customer to understand accommodation requirements and plan with the efficient use of resource.

• To develop and maintain excellent relationships with client, customers, CBRE staff and contractors.

• To be responsible for Soft Service Health, Safety and Environmental matters including development and review of Risk Assessments, Method Statements, COSHH Data Sheets and Risk Assessments, Employee competencies and training.

• To liaise with suppliers and sub-contractors, to achieve optimum efficiency and best value for CBRE and Clarks.

• To have financial accountability of the areas of responsibility of the contract ensuring that WIP is controlled, profit targets are met and contract core costs are minimised.

• To have a good understanding of Hard Services as office moves may require M&E / fabric alterations to be completed or in the event of being ‘On Call’

• To produce reports to the Contract Manager as required to aid the production of the main contract review report required on a monthly basis

• To ensure Risk Assessments are completed and maintained for both direct staff and sub-contracted works. Control Measures adopted in compliance with statutory provisions, codes of practice and guidance i.e. Permits, Authority to Work etc

• To ensure Accident Record sheets are completed and incidents reported. Also ensuring all safety hazards and observations are raised and logged in the 4sight system on behalf of all Soft Services

• To be responsible for leading all Soft Service related Staff Recruitment, Disciplinary and Grievance Procedures.

• To attend meetings as required both internal and client facing.

• To prepare quotations for additional works and contract amendments / variations as required.

• To cover for the Management of the contract in times of higher-level absence.

Training and Qualifications:

· Ideally qualified in a Soft Service discipline or have substantial experience in management of major soft services

· SIA None front license for the management of manned guarding security services

· Control of Substances Hazardous to Health (COSHH) Awareness training

· BICS Accredited training in the management of cleaning and hygiene services 

Experience:

· At least 5 years experience gained with a Soft / TFM contract delivery environment having had exposure to financial management, people and customer relationship management.

· Experience and track record in managing change is absolutely essential i.e. team re-structures including potential capability and redundancy procedure if necessary

· Strong procurement and supply chain management experience– managing large service contracts to 1 million in value

· An understanding of continuous improvement management techniques with demonstratable examples of delivery.

· Experience in Staff engagement techniques.

· Thorough understanding of management of Commercial, HR and QHSE principles.

· Thorough understanding of commercial & domestic electrical/mechanical systems, associated plant and building fabric.

· Planned Preventative Maintenance Regimes.

· Experience of Soft Service delivery and management within corporate and/or manufacturing & logistics sector

Aptitudes:

· Excellent communication skills, a positive enthusiastic approach.

· Experience with finance including procuring large service contracts ensuring best value is achieved and profitability

· Good written English skills and use of Microsoft Word and Outlook

· Good resilience and ability to adapt to fast changing situations

· Good organisation and management skills

· Adaptable to changing operational circumstances and good use of initiative.

· Ability to act with calm and clarity in pressure situations.

Character:

· Committed to the delivery of excellent customer service.

· The ability to liaise directly with client and all managers and action their requirements to agreed standards.

· Able to work under pressure.

· Able to make sound decisions when needed.

· Able to work at height.

· A team player. Able to support team members as necessary and request assistance when required.

· Work on own initiative

Circumstances:

· Must be flexible regarding working hours,

· Must be willing to travel between CBRE sites when required at reasonable notice.

· Driving Licence essential.