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Livingston

    Soft Services Manager - Livingston, West Lothian, United Kingdom - CBRE Enterprise EMEA

    CBRE Enterprise EMEA
    CBRE Enterprise EMEA Livingston, West Lothian, United Kingdom

    5 days ago

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    Description
    CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Soft Services Manager to join the team located in Livingston.

    The successful candidate will be responsible for delivery of Site and Soft Services at the account's site either directly or via third party suppliers.

    Role Summary:

    Responsible for the delivery of soft service to the agreed budget as part of the GMP contract
    Ensure best practise, competitive pricing, development of strategic supplier relationships and proactive delivery whilst liaising with the supply chain to ensure site is maintained at a high level of quality
    Ensure that all relevant legal requirements are met, especially in relation to security procedures (EG CCTV surveillance), security team compliance with DEFRA etc
    Support the overall performance of the contract and required deliverables including ownership of assigned operational tracker activities, support with fee earning "additional works" and projects, performance managements against KPIs; HSSE; training and development and succession planning
    Ensure that third party suppliers provide detailed monthly reports including financial reporting if required; HSE; personnel and operational issues
    Ensure that all PPMs and inspections are carried out and that activities meet the needs of the client
    Provide leadership for all direct reports including training, development and performance
    Work with third party suppliers and direct reports to identify, investigate and implement opportunities to achieve efficiencies and improve customer service across all service lines whilst delivering innovative solutions and initiatives
    Establish and maintain effective business relationship with the client, interacting with key client stakeholders and end users at all levels
    Manage the cleaning and waste disposal contracts to ensure an efficient operational service is provided; focusing particularly on the disposal and transportation of hazardous waste and associated legislative controls and documentation
    Review productivity measures to ensure all contractors are performing in accordance with the contract Service Level Agreements
    Liaise with catering management to ensure the food offering, quality of produce and availability of food is to the agreed contracted service level; review of the catering P&L on a monthly basis as results have a direct link with quality
    Regular review buffet and counter choice and payment methods to ensure that queuing times are not excessive
    Manage the security contract to ensure that shift patterns are being fulfilled and security personnel have the correct training ensuring that assignment instructions are current and being implemented; investigate any deviations
    Manage the Grounds and Landscaping service to the agreed level
    All deliveries need to be checked and approved in accordance with local procedures and vehicles need to observe site roads and rule relating to access and speed
    Manage the reception and concierge services to ensure facilities are properly staffed and account's literature is available to visitors
    Carry out and document regular checks to ensure quality levels and constantly review processes and procedures in order to ensure a streamlined and efficient service

    Experience Required:

    Strong written and verbal communication skills with excellent customer service skills
    Budget Management / Numeric skills
    Excellent accuracy and attention to detail
    Ability to cultivate a team environment with performance and customer service as a core behaviour
    Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards
    Intermediate skills with Microsoft Office Suite
    Multiple years of experience within an outsourced facilities management environment ideally with clear evidence of management of soft services
    Evidence of communicating and promoting on site services to the client organisation
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