Soft Service Manager

LOCATION: Gyle Shopping Centre

SHIFT PATTERN: Monday to Friday with occasional weekeneds depending on business needs

SALARY: £46,000 per annum

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com. We're here to help!

ROLE OVERVIEW AND PURPOSE

The Soft Services Manager is responsible for the successful delivery of all soft services at Gyle, including security, internal and external cleaning, landscaping and trolley management.

This is a contract-leadership role with responsibility for service performance, compliance, standards, and client satisfaction across the entire estate. The postholder will provide visible, decisive leadership, maintain absolute control of operational detail, and continuously evolve the service to meet changing client and customer expectations.

The postholder maintains clear oversight of service delivery, sets expectations, and ensures that Duty Managers and frontline teams operate in line with agreed requirements.

The role requires a commercially aware, forward-thinking manager who takes ownership, drives improvement and sets the standard for how the contract is delivered.

KEY RESPONSIBILITIES

• Manage the delivery of the soft services contract in line with company policies, procedures and agreed specifications

• Provide operational leadership across all soft services, supporting Duty Managers to deliver consistent standards

• Ensure the estate is safe, secure, clean and well-presented at all times

• Maintain effective control of rotas, manning levels and payroll inputs, ensuring compliance is maintained

• Carry out regular site inspections and audits to ensure service quality and compliance standards are achieved

• Ensure all training, licensing and vetting requirements are in place and kept up to date

• Lead recruitment, induction, development and performance management of site teams

• Ensure incidents, accidents and near misses are managed, reported and investigated correctly

• Maintain up-to-date risk assessments, assignment instructions and standard operating procedures

• Ensure correct and safe use of equipment, materials and chemicals in line with COSHH requirements

• Promote and support the client’s environmental and sustainability objectives

• Act as the senior operational point of contact for the client and centre management team

• Identify risks, service gaps and improvement opportunities and take appropriate action

• Ensure accurate completion of all required records, reports and documentation

• Lead by example, setting clear standards for professionalism, conduct and performance

• Provide management cover as required to meet the operational needs of the site

• Undertake any reasonable duties necessary to ensure the successful delivery of the contract

REQUIRED SKILLS AND EXPERIENCE

Essential

• Proven experience managing soft services within a complex operational environment

• Strong operational leadership with the ability to maintain standards and control delivery

• SIA licence and knowledge of security operations

• IOSH or equivalent health & safety qualification

• Confident decision-maker with a practical, solutions-focused approach

• Strong written and verbal communication skills

Desirable

• Experience in a retail, mixed-use or high-footfall environment

• Knowledge of cleaning standards (BICSc)

• Experience managing external environments and estate presentation

Personal Attributes

• Operationally driven and delivery focused

• Proactive and forward-thinking

• Comfortable leading managers and setting clear expectations

• Calm, organised and in control in a live environment

• Takes pride in service quality and site presentation