National Soft Services Manager

The National Soft Services Manager is responsible for leading the strategic,

operational, and commercial success of a national cleaning services portfolio. This

role ensures client satisfaction, operational excellence, contractual compliance,

financial performance, and continuous improvement across all assigned accounts.

Acting as the primary point of contact for senior client stakeholders, they drive

service quality, operational efficiency, relationship development, and long-term

retention through proactive facilities management leadership.

Key Responsibilities 1. Reassessing Client Needs and Expectations

• Conduct regular evaluations of client requirements, service delivery performance,and changing operational needs.
• Benchmark service levels, identify gaps, and implement improvements that align with client objectives and industry best practice.
• Develop account-specific reinvigoration plans to ensure a modern, efficient, and client-aligned service model.

2. Workforce Optimization and Engagement

• Review staffing structures, labour allocation, and productivity metrics to ensure an efficient and motivated workforce.
• Promote colleague engagement, wellbeing, and retention across all sites.
• Ensure workforce deployment aligns with contractual obligations and operational demands.

3. Service Innovation and Modernization

• Introduce new technologies, equipment, methodologies, and service enhancements across the portfolio.
• Lead efficiency reviews and identify opportunities to modernize cleaning processes and FM delivery.
• Support continuous improvement initiatives and contract innovation projects.

4. Quality Assurance and Performance Enhancement

• Implement robust quality inspection regimes, audits, and performance reviews.
• Drive improvements in cleaning standards, statutory checks, productivity, and site compliance.
• Analyse quality and performance metrics, implementing corrective action plans as required.

5. Strengthening Client Relationship Management

• Act as the key escalation point for all client matters.
• Lead site meetings, contract reviews, and performance discussions.
• Manage contract changes, ad-hoc requests, site closures or additions, and ongoing service improvements.
• Complete client surveys and action follow-ups to enhance satisfaction and retention.

6. Risk Reassessment and Compliance Alignment

• Oversee RAMS reviews, H&S documentation compliance, and incident/near-miss management.
• Ensure adherence to statutory, insurance, environmental, and policy requirements.
• Maintain fully compliant site documentation and operational risk registers.

7. Embedding Sustainability and CSR Alignment

• Incorporate environmentally conscious products, waste reduction initiatives, and sustainable methods into service delivery.
• Ensure alignment with client and company CSR objectives and reporting requirements.

8. Communication Strategy

• Communicate strategic initiatives, operational changes, and innovation programmes to clients and internal teams.
• Ensure all stakeholders understand the aims, benefits, and operational requirements of improvement plans

Operational and Commercial Responsibilities Financial Management

• Review and manage Contract/Site/Division P&L performance.
• Monitor wage vs. revenue alignment and labour efficiency.
• Reconcile purchase orders (PO) and work orders (WO) across all sites.
• Conduct annual contract uplifts and financial reviews.
• Produce quotations for:
  
  - Internal extra works - External/bought-in services
  - Additional consumables or materials
• Complete reconciliation of consumable and material supply vs. billed usage.

Client Engagement Activities

• Lead site and contract meetings, ensuring actions are recorded and completed.
• Respond to ad-hoc client requests, queries, and escalations.
• Manage contract innovation, continuous improvement projects, and efficiency reviews.
• Coordinate site closures, new site mobilisations, and contract variations.

Equipment Management

• Conduct statutory and quality checks across all equipment.
• Ensure equipment levels, condition, and usage align with contractual obligations.

Reporting & Performance Monitoring

• Deliver accurate site-level reports (quality, attendance, H&S, etc).
• Produce consolidated contract reports (financial, performance scorecards, KPIs).
• Manage exceptions such as HUB tasks, incidents, and escalations.

Health & Safety

• Oversee RAMS creation, review, and implementation.
• Ensure full site documentation compliance (permits, manuals, H&S files).
• Manage near miss and incident investigations.
• Ensure PAT testing and all statutory compliance activities are completed.
• Conduct regular compliance reviews across insurance, policy, and environmental requirements.

Training & Development

• Deliver or coordinate induction, health & safety, and values training.
• Provide training for cleaning tasks, equipment use, and site specific methods.
• Maintain training on SOPs, assignment instructions, and management development.

People Management

• Manage employee relations issues (grievances, disciplinaries, queries).
• Support recruitment and onboarding processes.
• Conduct performance…