Soft Services Supervisor

Shift Pattern: Monday to Friday 07:00 - 19:00

Role Overview:

• Ultimately responsible for delivering a first class, proactive and innovative service to achieve customer ‘delight’.
• Provide leadership to line managed teams (Cleaning, Security and Front of House Teams) offering professional guidance and direction, developing effective communication strategies.
• Establish and maintain highly effective customer relationships this will require acknowledging differing customer groups who sometimes have competing priorities.
• To ensure the efficient and safe operation, this is to include any peripheral services supplied to customers by wider OCS sectors and preferred suppliers.
• To provide a quality service to all customers.
• To ensure that adequate cover is established for all holiday and sickness.

Key Responsibilities:

• Manage the delivery of all services in your specific property/properties to provide consistently high levels of performance that meet contractual obligations to customers and the strategic objectives of the region.
• Communicate clearly and positively with staff at all levels to create a focus on business goals and build an environment where all staff are valued for their contribution.
• Build a network of close partnerships with customers, developing strong account management and encouraging multi-level relationships between all services, team, and customer teams.
• Liaise with other Managers to ensure high levels of staff motivation and productivity, increasing staff retention.
• To participate fully in any relevant external bodies and all opportunities for networking that raise the profile of OCS. 
• Manage subcontractors and monitor performance against SLA’s and KPI’s.
• Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
• Recruit, develop and if necessary, manage the performance of all onsite operational team to deliver OCS and customer requirements.
• Motivate team members to deliver high quality service to customers and ensure all operatives have received the allocated number of MyReviews.
• Carry out daily site walk rounds to ensure that all service streams are delivering the standards required and where possible identify enhancements through technology.
• Ensure all Elogbook quotes and tasks are actioned promptly to ensure none become overdue.
• Complete Safe Site Inspections and Health checks monthly.
• Ensure all equipment failures are dealt with promptly to ensure minimum disruption to the day-to-day service provision.
• Support the client with any audits such as H&S, Environmental and Waste etc.
• Liaise and support the FOH team in putting together placemaking activities and events on site.
• Overseeing Social Media publishing; Twitter, Facebook, Aviary Building App, Website and Totems.
• Overseeing the creation of in-house promotional content.
• Organising and liaising with Street Vendors.

Skills & Qualifications:

• Ultimately responsible for delivering a first class, proactive and innovative service to achieve customer ‘delight’.
• Provide leadership to line managed teams (Cleaning, Security and Front of House Teams) offering professional guidance and direction, developing effective communication strategies.
• Establish and maintain highly effective customer relationships this will require acknowledging differing customer groups who sometimes have competing priorities.
• To ensure the efficient and safe operation, this is to include any peripheral services supplied to customers by wider OCS sectors and preferred suppliers.
• To provide a quality service to all customers.
• To ensure that adequate cover is established for all holiday and sickness.
• Evidence of “hands-on” operational experience and a track record of successful client relationship management.
• Proven record of managing, motivating, developing and retaining a dispersed workforce through others.
• Ideally Hold appropriate Health and Safety qualification e.g.  IOSH or NEBOSH Certification.
• Knowledge of all soft services and experience in delivery.
• SIA SG/DS and CCTV licences required