Soft Services Manager – Site Based
Location: 1 Broadgate,Liverpool Street, London EC2
Working pattern: Full time, fully site-based
The Role
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.
Position Overview
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 specialized cleaning requirements.
Key Responsibilities
Cleaning Operations Management
Direct and oversee all cleaning operations including daily maintenance cleaning, deep cleaning programs, specialized surface treatments, and periodic intensive cleaning projects. Develop and implement cleaning schedules that optimize coverage while minimizing disruption to building operations. Monitor cleaning quality through systematic inspections, occupant feedback, and standardized assessment protocols to ensure consistently high standards across all areas.
Quality Control & Standards
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.
Cleaning Team Leadership
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 timeframes. Conduct regular performance evaluations, recognize outstanding work, and implement improvement plans for team members requiring additional support.
Cleaning Contract & Vendor Management
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 specialized cleaning services.
Cleaning Technology & Equipment
Oversee the selection, deployment, and maintenance of cleaning equipment including floor care machines, vacuum systems, pressure washers, and specialized 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.
Chemical Management & Safety
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.
Hygiene & Infection Control
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 cleaning practices support overall facility hygiene objectives.
Waste Management & Recycling
Supervise waste collection, sorting, and disposal operations to maintain clean, odor-free environments while supporting sustainability initiatives. Monitor waste management contractor performance and ensure proper handling of different waste streams including general waste, recycling, confidential waste, and specialized disposal requirements.
Client Relations & Communication
Serve as the primary point of contact for cleaning-related concerns, responding promptly to service requests and occupant feedback. Communicate proactively about planned cleaning activities, temporary service modifications, and any issues that might impact building operations. Develop positive relationships with facility managers, tenant representatives, and building occupants through consistent, professional service delivery.
Required Qualifications
Education & Experience
Minimum 3-5 years of experience in commercial cleaning operations with at least 2 years in a supervisory or management capacity. Demonstrated experience managing large-scale cleaning contracts and leading cleaning teams in commercial or institutional environments.
Technical Expertise
Comprehensive knowledge of commercial cleaning methods, equipment, and chemicals across diverse surface types and environments. Understanding of infection control protocols, BICS, and environmental regulations affecting cleaning operations. Familiarity with green cleaning practices and sustainable cleaning product alternatives. Experience with cleaning management software and mobile applications for work order tracking and quality documentation.
Leadership & Management Skills
Proven ability to lead, train, and motivate cleaning teams in demanding operational environments. Strong organizational skills with the ability to coordinate multiple cleaning activities simultaneously while maintaining quality standards. Experience conducting performance evaluations, managing disciplinary processes, and implementing staff development programs.
Communication & Problem-Solving
Excellent interpersonal skills with the ability to communicate effectively with diverse stakeholders including cleaning staff, building occupants, contractors, and senior management. Strong problem-solving capabilities with a proactive approach to identifying and resolving cleaning challenges before they impact service quality. Customer service orientation with the ability to handle complaints professionally and implement effective solutions.
Physical Requirements & Certifications
Ability to perform physical inspections throughout multi-story facilities, including climbing stairs and accessing all areas requiring cleaning oversight. Valid driver's license may be required for travel between building areas or supply procurement.
Working Conditions
This is a hands-on, site-based position requiring daily presence during operational hours with flexibility to adjust schedules based on cleaning requirements and building activities. The role involves significant time walking throughout facilities, conducting inspections in various environments including kitchens, and outdoor spaces. Occasional evening or weekend work may be required during deep cleaning projects, emergency cleaning situations, or special events requiring enhanced cleaning support.
Performance Metrics
Success in this role is measured through cleaning quality scores, occupant satisfaction ratings, contractor performance metrics, budget adherence, safety incident rates, and staff retention. Regular performance reviews will assess achievement of cleaning standards, effectiveness of team leadership, successful vendor management, and contribution to overall facility operations excellence.
Career Development
This position provides excellent opportunities for advancement within facility management, with potential progression to senior facilities management roles, regional cleaning operations oversight, or specialized positions in infection control, sustainability, or facility operations management. The company supports professional development through industry training programs, certification opportunities, and continuing education in emerging cleaning technologies and methodologies.
