Soft Services Manager

Soft Services Manager – Site Based

Location: 1 Broadgate, Liverpool Street, London EC2
Working pattern: Full time, fully site-based

We’re recruiting an experienced Soft Services Manager to lead service excellence in a brand-new, flagship London headquarters. This is a senior, visible role suited to someone who thrives in high-spec environments and brings a strong front-of-house, people-first mindset.

The business is entering an exciting period of restructure and consolidation, with multiple London offices being brought together into this flagship site. In this new role, you'll play a key role in ensuring a smooth transition, setting service standards from day one, and delivering a 5‑star workplace experience.

The Soft Services Manager is responsible for overseeing comprehensive cleaning operations at a designated site, ensuring the delivery of exceptional cleaning standards that create a healthy, safe, and welcoming environment for all building occupants. This role emphasizes cleaning service excellence while maintaining oversight of supporting soft services including waste management, pest control and specialised cleaning requirements.

Direct and oversee all cleaning operations including daily maintenance cleaning, deep cleaning programs, specialised surface treatments, and periodic intensive cleaning projects. Develop and implement cleaning schedules that optimise coverage while minimising disruption to building operations. Monitor cleaning quality through systematic inspections, occupant feedback, and standardised assessment protocols to ensure consistently high standards across all areas.

Establish and maintain rigorous cleaning quality standards aligned with industry best practices and client expectations. Conduct regular quality audits using detailed checklists and photographic documentation to track performance trends. Implement corrective action protocols for areas not meeting standards, working directly with cleaning teams to address deficiencies and prevent recurrence.

Supervise and develop on‑site cleaning staff, providing hands‑on training in proper cleaning techniques, equipment operation, and safety procedures. Create detailed work assignments ensuring optimal coverage of all areas within allocated time frames. Conduct regular performance evaluations, recognise outstanding work, and implement improvement plans for team members requiring additional support.

Manage relationships with cleaning contractors and suppliers, ensuring strict adherence to service level agreements and performance metrics. Monitor contractor performance through daily oversight, documented inspections, and regular performance reviews. Coordinate with procurement teams on cleaning supply orders, equipment maintenance contracts, and specialised cleaning services.

Oversee the selection, deployment and maintenance of cleaning equipment including floor care machines, vacuum systems, pressure washers and specialised cleaning tools. Ensure all equipment is properly maintained, calibrated and operated safely. Evaluate new cleaning technologies and methodologies that could improve efficiency, reduce environmental impact or enhance cleaning outcomes.

Manage the safe storage, handling and application of cleaning chemicals in strict compliance with safety data sheets and regulatory requirements. Ensure all cleaning staff are properly trained in chemical handling procedures and equipped with appropriate personal protective equipment. Maintain accurate chemical inventory records and coordinate with suppliers on product specifications and delivery schedules.

Implement and oversee enhanced cleaning and disinfection protocols, particularly in high‑touch areas, washrooms, food service areas and during health emergencies. Stay current with evolving hygiene standards and public health guidelines, adapting cleaning procedures as necessary. Coordinate with health and safety teams to ensure…