Job Description : Deputy Soft Service Manager 

 

Reports to:                   Soft Services Manager

Location:                       Lewisham Shopping Centre

weekly hours:             40 / Including rotation weekend working

Free parking on site 

 

Purpose of the Role:

To enhance and deliver service provision outputs ensuring that our Guests visiting Lewisham Shopping are surprised and delighted by their visit.

 

Key Responsibilities:

Lead and Motivate security and cleaning team. Lead by example following the GUEST standards. Accountable for mall zone cleaning and security standards. Day to day Management of the Security and Cleaning teams' performance. Involved in internal service provision and safety audits. Undertake regular walkabouts to ensure the appropriate allocation of staff on duty to maintain a clean, safe and secure shopping centre. Monitor and manage staff absence in consultation with Soft Service Manager. To support the Soft Service Manager, in providing, improving and cascading the Share your Thoughts and Mystery shopper data. Responsible for the implementation of weekly and monthly payroll, in a timely manner. Manage the day-to-day sub-contractor relationship and the onsite delivery. Ensure all reactive and scheduled tasks have been allocated, actioned and completed through the management systems such as Invida / Merlin and the daily report. Liaise with HR for all related enquiries and issues within the Internal Service Delivery Team. With adherence to company policies and procedure. To oversee the lost property policies and procedures for site, ensuring timely monitoring and disposal in line with guidelines. Attend and assist with team meetings with Centre management and staff briefing. Develop and empower Security and Cleaning supervisors including setting objectives and managing performance through the appraisal system. Pro-actively input, identify and plan for improvements around the agreed KPIs, working closely with the Soft Service Manager, to deliver the agreed objectives. Support the recruitment and selection process for full-time, part-time staff. Develop outstanding relationships with retailers, other departments and the onsite client team to aid excellent communication. Assist the Soft Service Manager, with management of equipment and materials for the department, with a keen eye on innovation. Accountable for health and Safety, systems, policies and procedure, incident reports within the Security and Cleaning delivery team. Ensure Daily/weekly housekeeping audits are carried out for all internal areas to include, washrooms, malls, storerooms, concierge desks and back of house corridors. Monitor guest feedback through all communication methods, endeavouring to ensure that the concern or issue is rectified and where feedback is not possible escalate to the appropriate person. Embrace the company culture through effective leadership. To work within the security protocols outlined by company procedures. familiarise and develop working knowledge of work with Lewisham Shopping operating systems. Conduct other duties deemed to be appropriate or necessary to post. To work with the HR and Compliance teams to provide support with adherence company policies and procedures. i.e. disciplinaries, grievances and risk assessments. To initiate, Engage and attend stakeholders meetings with BCRP / Brand partners / POLICE / Local authorities, as and when required

Essential qualifications and experience:

A minimum of one year's experience in leading a team is essential. A minimum of two year's working within a facilities management or retail environment. A Minimum of one-year cleaning knowledge and Security experience is a required Must be experienced in using Microsoft, including Outlook and Excel. An understanding of HR policies and procedures. Willingness to undertake any further appropriate training IOSH Managing safety Required Non-front-line security licence Required Must be flexible to work weekends and evening when required