Job title: Soft Services Support Manager
Site Name and Location: Buchanan Galleries, Glasgow
Working Hours / Salary: 40 hrs per week - Competitive
Purpose of the Role:
The Soft Services Support Manager is responsible for assisting the Soft Services Manager in providing a safe and pleasant environment for our customers and tenants, through the monitoring of Health & Safety systems, procedures, and the promotion of best practice. You will assist the Soft Services Manager to ensure the smooth running of the Centre and the Car Park, preserving an environment where employees, visitors, and property are safe and well-protected. This role is a Guest Experience frontline position and requires effective management of the staff.
Key Responsibilities:
1. Assist the Soft Services Manager in providing an excellent standard of Guest Experience and encourage all Cleaning and Security operatives to deliver the same high-quality service.
2. Cover the Control Room as required in the event of holidays and sickness.
3. Work hours and shifts in accordance with conditions of employment.
4. Take overall responsibility for the Centre in the absence of the Centre Manager.
5. Monitor CCTV images of the Centre as instructed by Centre Management and ensure relevant statutory compliance.
6. Assist in the preparation for audits and inspections.
7. Carry out duties as instructed by Centre Management.
8. Comply fully with the Health & Safety Policy for the Centre.
9. Monitor staff uniforms and ensure high standards of presentation at all times.
10. Review Security Controllers to ensure correct completion of control room tasks and continuity of service delivery.
11. Assist with scheduling holidays and preparing rotas for adequate cover.
12. Complete annual Personal Development Reviews for all staff members.
13. Schedule staff and oversee any specialist tasks such as promotions and specialist cleaning.
14. Assist with the recruitment, training, and supervising of customer service officers, security controllers, and cleaners.
15. Complete daily reconciliations to the agreed deadline and assist with necessary paperwork as requested by your Line Manager.
16. Ensure protective clothing and equipment are worn and fit for purpose at all times.
17. Ensure compliance with Fire regulations.
18. Assist with the implementation of the Centre's Emergency Plan and Evacuation Strategy.
19. Ensure compliance with the Rules & Regulations of the Centre.
20. Record all incidents in the Incident Log and online reporting systems.
21. Ensure contractors adhere to the Centre procedures for contractor management.
22. Assist with enquiries from tenants and members of the public as required.
23. Abide by all company rules, terms, and conditions.
Customer Focus:
1. Prioritize our customers' welfare and guest experience at all times.
2. Go ‘above and beyond' in delivering guest experience.
3. Provide a friendly welcome/farewell to every customer and identify potential ‘added value' services.
4. Ensure all activities reflect and support the Buchanan Galleries brand.
5. Answer the telephone politely and courteously, following agreed methods for handling customer enquiries.
6. Deal with customers at the Control Room service window confidently.
7. Handle customer complaints in a timely, professional, and courteous manner.
Skills, Knowledge, and Experience:
Essential:
1. Reliable, helpful, well-presented, and possess excellent people skills.
2. Able to work in a team or independently under the direction of Centre Management.
3. Pleasant manner and efficiency in relaying messages and taking instructions.
4. Excellent communication skills.
5. Able to handle confidential information.
6. Calm disposition with the ability to work under pressure.
7. Attention to detail.
8. Confident and enthusiastic personality.
Desirable:
1. Good working knowledge of CCTV Operations and Compliance.
2. Previous experience managing Cleaning operations.
3. SIA License desirable.
4. IOSH Managing Safely qualification.
5. First Aid qualification.
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as deemed necessary from time to time.
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