Contract Manager

Pinnacle Group is seeking an experienced Contract Manager to join our Soft Facilities Management division, overseeing a multi-site contract delivering cleaning, bulk waste collection and grounds maintenance services. You will be responsible for ensuring all soft services are delivered to a consistently high standard, on time and within budget, while leading recruitment and training, monitoring performance, managing budgets and ensuring full health and safety compliance.

Building strong relationships with clients, stakeholders and tenants will be key to maintaining service quality and driving operational excellence. Our Soft Facilities Management division delivers essential services to homes, schools, universities and public sector organisations – including housing providers and blue light authorities. We focus on creating clean, safe and welcoming environments, with a commitment to quality, community impact and customer care.

The ideal candidate will have proven experience managing outsourced soft services contracts within the facilities management sector, with a strong focus on service quality and tenant satisfaction. You will demonstrate effective financial control, strong analytical and reporting skills, and the ability to conduct audits, inspections and risk assessments while driving continuous improvement. If you are passionate about people, high-quality service delivery and creating clean, safe, welcoming environments, this role offers an exciting opportunity to make a meaningful impact.

The role requires regular travel to East London. The working hours are 7.30am – 3.30pm, Monday - Friday. An electric vehicle will be provided.

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play. We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

• Conduct regular audits, inspections and risk assessments to maintain high operational standards.
• Ensure all services meet contract specifications, KPIs and site-specific Health & Safety plans.
• Lead, manage and support on-site teams, including overseeing recruitment, onboarding, training, rota planning and performance management.
• Provide day-to-day supervision and motivation to cleaning, grounds and bulk collection teams, ensuring consistent service delivery across all sites.
• Manage subcontractors, ensuring compliance, quality standards and safe working practices.
• Carry out estate walkabouts and liaise with residents, housing officers and local stakeholders.
• Assist in managing and monitoring the contract budget to ensure expenditure stays within agreed limits.
• Ensure full compliance with health, safety and environmental legislation across all operations.
• Respond to incidents, hazards and service issues promptly and implement corrective actions.
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
• Manage customer feedback and handle service escalations effectively.
• Maintain strong client relationships through clear communication and consistent performance.

• Proven experience managing soft FM services, specifically cleaning and grounds maintenance.
• Strong people-management experience, including leading dispersed teams, supervising frontline staff, setting performance standards and…