Soft Services Manager

Liverpool, United Kingdom Posted on 09/04/2025

With a wide range of roles available nationwide, you can find your perfect fit at Anchor. A company is nothing without the people in it, and we pride ourselves on our commitment to you, and with perks like our own employee assistance programme, wage advances with 'Wagestream', and a dedicated manager, we are industry leading employers.

With hundreds of accredited online training options through our own Anchor Academy, you will be given the opportunity to progress your career in a way that suits you.

Apply today and become part of Team Anchor, we are excited to be a part of your journey.

Job Role : Soft Services Manager

Status :Permanent, Full Time

Salary £40,000-£42,000 per annum depending on experience

Location :Liverpool, St Johns Shopping Centre, L1 1LY

Reporting to : Key Account Director

Overview

An exciting opportunity has arisen to join Anchor Group Services at aprestigious Shopping Centre in Liverpool.

The successful applicant will be responsible for overseeingthe security and cleaning operations, ensuring the highest standards of servicedelivery, customer service, and compliance. Managing a diverse team, you willwork closely with the Centre Management team to create a safe, clean, andwelcoming environment for visitors, tenants, and staff and be an integral part of the duty management team responsible for overseeing the day-to-day management of the asset.

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 cleaningstaff, ensuring effective rostering, welfare checks, and ongoing training tomaintain high service standards.
• Ensure compliance with health & safety, GDPR,and operational procedures, including the management of Control Roomoperations, CCTV systems, and key control processes.
• Conduct regular site audits, reporting on cleaningand security performance, and implementing necessary improvements.
• Act as the main point of contact for clientrelations, attending meetings, providing operational updates, and ensuring SLAsand KPIs are met.
• Support recruitment, staff development, andperformance management, working closely with HR and senior management.
• Manage stock levels and procurement of cleaningconsumables, 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 incidentreports, staffing records, and compliance documentation.
• Ensure a professional,customer-focused approach at all times, fostering a positive experience forvisitors, tenants, and stakeholders.
  

• Desirable to have retail/customer environment experience with a string understanding of flexible resource management.
  
• Act as a brand ambassador aligning with the culture of the wider St Johns Management.
  
• Experience managing teams in security and cleaningservices.
• Strong leadership and people management skills withthe ability to develop teams.
• Excellent communication and presentation skills,with experience engaging clients and senior management.
• Ability to manage change efficiently whilemaintaining high service standards.
• Strong problem-solving skills and the ability toanalyse and resolve operational challenges.
• Knowledge of compliance, health & safety, andemployment law related to soft services management.
• Proficiency in Microsoft 365 (Outlook, Word, Excel,PowerPoint) and workforce management systems (Timegate, Zoho).
• Experience in recruitment, disciplinary processes,and risk assessment management.
• A flexible and adaptable approach with a strongsense of teamwork.
• Full 5-year checkable employment history.
• A valid frontline SIA Licence
  
• Accessto a range of nationally recognised courses to help further your career, viathe Anchor Academy
• Access to SIA & First Aid training at discountedrates, with financial support available'
• Wagestream- access to pay as you earn it
• Cycleto Work Scheme Available
• FreeEmployee Assistance Programme 24/7 including access to counselling
• HospitalSaturday Fund
• Rewardand Recognition awards

If you think you have what it takes, APPLY NOW andwe'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, Store Support Services Manager,Retail Operations Support Manager, Security & Housekeeping Manager,Shopping Centre Services Manager, Retail Site Services Manager, Guest Services& Facilities Manager, Retail Environment & Presentation Manager,Cleaning and Security Coordinator (Retail), Retail Premises Manager (SoftServices), Retail Support Services Supervisor, Retail Safety & ServicesManager, Retail Operations Compliance Manager,

Within commuting distance of: Liverpool, Wavertree, Bootle, Birkenhead, Speke, Huyton,Kirkby, Wallasey, Chester, Southport, St Helens, Wigan, Newton-le-Willows,Runcorn, Widnes, Wirral, Flintshire, Cheshire, Ormskirk, Bromborough,Knutsford, Warrington, Frodsham, Lancashire, Greater Manchester