Job Description
Job Role: Soft Services Manager (Security & Cleaning)
Working Hours: Monday to Friday, 09:00-17:00 - 40 hours per week
When scheduled as Duty Manager, you working hours will be 08:00-17:00, and you will be required to work the occasional Saturday. A day off in lieu will be provided during your normal working hours for any weekend shifts worked.
Salary: £35,000-£40,000 per annum, depending on experience
Location: St Johns Shopping Centre, Liverpool, L1 1LY - a short walk away from Liverpool Lime Street Train Station
Reporting to: Key Account Director
Overview
An exciting opportunity has arisen to join Anchor Group Services for an experienced Soft Services Manager to lead the security and cleaning operations at the prestigious St Johns Shopping Centre, a high profile retail destination of in the heart of Liverpool.
We are seeking an individual with proven experience in soft services management, specifically with a strong background in both cleaning and security operations. The successful candidate will demonstrate exceptional leadership skills, operational expertise, and the ability to deliver outstanding service standards across multiple service areas.
As Soft Services Manager, you will oversee all aspects of soft services operations, ensuring exceptional standards of cleanliness, safety, and customer service across the site. You will manage and inspire a diverse team, driving performance and compliance while promoting a positive and professional working environment.
This position demands strong leadership, excellent communication skills, and a proactive approach to problem solving, making it an ideal opportunity for a results driven professional looking to make a significant impact in a dynamic retail environment.
Main Responsibilities:
Oversee and manage day-to-day security and cleaning operations, ensuring smooth service delivery across the site.
Lead and manage a team of security and cleaning staff, ensuring effective rostering, welfare checks, and ongoing training to maintain high service standards.
Ensure compliance with health & safety, GDPR, and operational procedures, including the management of Control Room operations, CCTV systems, and key control processes.
Conduct regular site audits, reporting on cleaning and security performance, and implementing necessary improvements.
Act as the main point of contact for client relations, attending meetings, providing operational updates, and ensuring SLAs and KPIs are met.
Working in close partnership with the Centre Management team, you will play a key role in creating a safe, welcoming, and vibrant space for visitors, tenants, and staff.
You will take ownership of day to day operational oversight of the site, ensuring smooth coordination of services, adherence to health and safety regulations, and delivery of contractual obligations.
Support recruitment, staff development, and performance management, working closely with HR and senior management.
Manage stock levels and procurement of cleaning consumables, ensuring cost-effective use of resources.
Take a lead role in emergency procedures, coordinating site evacuations and supporting business continuity plans.
Maintain accurate records, including incident reports, staffing records, and compliance documentation.
Ensure a professional, customer-focused approach at all times, fostering a positive experience for visitors, tenants, and stakeholders.
As part of the duty management team, you will assume the role of Duty Manager working 8:00-17:00 when schedule as per the site - this will include occasional Saturday shifts, with the opportunity to take a day in lieu during your standard working hours.
RequirementsExperience managing large, multi-functional teams within security and cleaning is essential.
Desirable to have experience in a retail/customer environment with a strong understanding of flexible resource management.
Strong leadership and people management skills with the ability to develop teams.
Create and manager fully flexible staff rotas for both security and cleaning teams, ensuring optimal coverage and effective workforce planning.
Excellent communication and presentation skills, with experience engaging with clients and senior management.
Ability to manage change efficiently while maintaining high service standards.
Strong problem-solving skills and the ability to analyse and resolve operational challenges.
Knowledge of compliance, health & safety, and employment law related to soft services management.
Proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint)
Previous experience with workforce management systems (Timegate, Zoho)
Experience with recruitment, disciplinary processes, and risk assessments.
A flexible and adaptable approach with a strong sense of teamwork.
Full 5-year checkable employment history.
A valid frontline SIA Licence
Benefits28 days holiday including bank holidays
Access to further training and professional development via the Anchor Academy
Auto Enrolment Pension
Stream - access to pay as you earn it
Cycle to Work Scheme
Free Employee Assistance Programme 24/7 including access to counselling
Hospital Saturday Fund
Reward and Recognition awards
Free on-site parking
Discounted membership at the brand-new state of the art onsite gym
What’s Next?
If you think you have what it takes, APPLY NOW and we'll be in touch.
Other companies may call this role: Soft Services Manager, Security & Cleaning Manager, Facilities Manager or Contract Manager, Retail Facilities Manager (Soft Services), Cleaning & Security Manager, Customer Environment Manager, Retail Operations Support Manager, Shopping Centre Services Manager, Retail Site Services Manager, Guest Services & Facilities Manager, Cleaning and Security Coordinator (Retail), Retail Premises Manager (Soft Services), Retail Support Services Supervisor, Retail Safety & Services Manager, Retail Operations Compliance Manager
Within commuting distance of: Birkenhead, Wirral, Wallasey, Bootle, Crosby, Southport, St Helens, Ellesmere Port, Chester, Runcorn, Widnes, Northwich, Warrington, Wigan, Leigh, Bolton, Altrincham, Ormskirk, Skelmersdale, Chorley, Flintshire, Mold, Flint, Deeside, Manchester, Stockport, Crewe, Macclesfield, Preston, Cheshire
Requirements
Experience managing large, multi-functional teams within security and cleaning is essential. Desirable to have experience in a retail/customer environment with a strong understanding of flexible resource management. Strong leadership and people management skills with the ability to develop teams. Excellent communication and presentation skills, with experience engaging with clients and senior management. Ability to manage change efficiently while maintaining high service standards. Strong problem-solving skills and the ability to analyse and resolve operational challenges. Knowledge of compliance, health & safety, and employment law related to soft services management. Proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint) Previous experience with workforce management systems (Timegate, Zoho) Experience with recruitment, disciplinary processes, and risk assessments. A flexible and adaptable approach with a strong sense of teamwork. Full 5-year checkable employment history. A valid frontline SIA Licence
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