JOB DESCRIPTION. 1 x Assistant Soft Services Manager, 3 x supervisors and their teams (Cleaning x 45, Porters x 2 and Post Room x 2)

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1 JOB DESCRIPTION JOB TITLE OFFICE LOCATION REPORTS TO DIRECT REPORTS WORKING HOURS Soft Services Manager Somerset House, London Account Manager 1 x Assistant Soft Services Manager, 3 x supervisors and their teams (Cleaning x 45, Porters x 2 and Post Room x 2) 40 hours per week, flexible dependant on workload JD DRAFT DATE June 16 Summary: The Soft Services Manager (SSM) is responsible for the overall delivery of soft service to the Somerset House Trust (SHT) estate the extent of which is as dictated by the service schedule. Services are provided via the utilisation of IFM employees for cleaning, porterage, post room and event support, whilst managing additional services provided by specialist sub-contractors (waste management, window cleaning and pest control). The SSM is responsible for the financial performance of the full scope of soft services against budget and the incurred costs by the procurement of consumables and contracted services. The SSM plays a key role in the provision of variable services to a number of stakeholders including the SHT tenants. A significant amount of additional services will be provided in support of exhibitions and events throughout the year where effective communications with SHT, stakeholders and their clients is paramount. Responsibilities: Cleaning Services 1. Core Contract Responsible for the daily cleaning operation for those areas of the Somerset House site complex as directed by the SHT Estates Team with the general scope of works derived from the IFM contract/service schedule. In addition to daily cleaning, the scope and scheduling of the periodic cleaning programme is developed with the SHT. 2. Non-Core Contract/Variable Works - Tenants Responsible for cleaning services directly contracted to the SHT tenant offices and retail units which are predominantly delivered outside normal office hours. Work schedules are dictated by service agreements drawn up with each tenant and from agreed rates. Page 1 of 5

2 3. Non-Core Contract/Variable Works Exhibitions & Events Responsible for cleaning services provided under variation to the SHT s exhibitions and events teams following approval of quotations from information gained via SHT Operations Orders and formal instructions. Washroom Services Responsible for all services provided to public and non-public washrooms, such as feminine hygiene services, air fresheners, hand cleansing, waste removal and consumables. Porterage Porterage services are carried out across the Somerset House site complex for all tenants and to the SHT Estates and Exhibitions/Events teams. Such services are categorised as Variable Works and consequently all activities must be accountable to ensure that all labour overheads are fully recoverable. Therefore, the SSM is responsible for ensuring that all requests for porterage are subject to IFM s quotation process. Window Cleaning Responsible for the provision of window cleaning services, its safe delivery and client liaison regarding access and frequency. Post Room The Post Room provides a service for the distribution of incoming mail, collection by Royal Mail for outgoing mail, notifying receipts of delivered packages and bulk deliveries, and collection arrangements. The SSM will be responsible for: The service delivery outputs by the Post Room team ensuring specific targets are achieved. Responsible for planning, implementing and the management of specific seasonal arrangements for exceptionally high volume of mail and packages and the security arrangements whilst in the custody of the Post Room. Waste Management Working closely with the SHT, responsible for the development and on-going review of the waste management strategy, management of waste disposal contractors, accountability of controlled waste, bulk waste (skips) and environmentally friendly disposal of a number of commodities such as batteries, printer tonners and cartridges. All records and waste data is to be maintained and data presented to the SHT in an agreed format. Regular liaison with waste contractors is important if only for the collation of monthly waste data. Page 2 of 5

3 Pest Control Responsible for the management and delivery of all pest control services across the Somerset House site and the interpretation of monthly reports from the specialist pest control contractor informing the SHT accordingly. Specific responsibilities include planned control measures and: Continually review the site wide Pest Control Strategy providing a responsive service to all new sightings or reports of infestation. Undertake regular communications with the Trust and its tenants. Responsible for liaison with third parties whose activities may contribute to infestation which may include SHT neighbouring properties. Help and advise the catering outlets (including temporary insulations for events) with their pest control measures for their catering facilities. Performance management The SSM is responsible for the performance management of all those services for which the SSM is responsible (either contracted or self-delivered) with particular attention to: Leadership of the soft services team delivering excellent services across all service elements. Liaise on a regular basis with SHT stakeholders and tenants to gauge perception of service delivery and deal with any issues as they arise. Meet regularly with the Senior Facilities Manager (SFM) to demonstrate that all operations are delivering the required standards. Monitoring the overall output of their team to gauge the quality of service delivery and report back to the Trust and SFM. Provide data and information as required particularly by the SFM for input to the monthly dashboard and its KPI s. Constantly seek service delivery improvements, innovation and efficiencies across all services and activities. Undertake formal audit inspections of all services particularly cleaning for Core and Non- Core areas of responsibility. Finance management Responsible for the expenditure and control of assigned budgets for all soft services and payroll ensuring that all operations are delivering value for money and within expenditure parameters. The SSM is to pay particular attention to cleaning operations timesheets ensuring that the consolidated payroll data is correct and is summited the IFM HR/Payroll according to current processes and procedures. Regarding variable chargeable cleaning services to SHT tenants, play a significant role in ensuring that tenants aged debt is maintained at a manageable and acceptable level encouraging debtors to switch to Direct Debit arrangements. Page 3 of 5

4 Continually monitor the agreed budgets for all soft services ensuring compliance within budget whilst considering any budget variations in preparation for annual budget review. Staff engagement Conduct regular team meetings with all staff informing the team of their overall performance, addressing health and safety issues, undertake Tool Box Talks, induction of new staff and sharing general information regarding the wider business. All issues raised by staff should be addressed promptly providing separate feedback and updates as required. Health and Safety The SSM is responsible for the statutory compliance of all soft service operations ensuring that operations are delivered safely and in accordance with IFM policy. All relevant documentation such as Risk Assessments and method Statements are to be regularly reviewed and kept up to date reflecting current operations. All such information is to be communicated to the operational team. IFM collaborative working Working together with the wider IFM team at Somerset House, ensure that the entire facilities services operation achieves a high standard of services at all times, reporting all building faults to the IFM Help Desk for action or bring them to the attention of the appropriate IFM manager. Human Resources Responsible in ensuring that all teams are fully resourced in the most efficient manner liaising with corporate HR regarding recruitment, leavers, absence management, discipline and performance management. In addition, the SSM must ensure that all employee employment status is compliant with current regulations and company policy. Payroll reports are to be submitted promptly to HR Payroll addressing any discrepancies as soon as they arise, whist dealing with any individual pay queries promptly. Other duties Undertaken all other reasonable requests received from either the SFM or from the SHT. Page 4 of 5

5 Person Specification Skills and Experience: Essential: Experience in the management of soft services that include cleaning, waste management and front of house services Directly responsibility for the management and delivery of cleaning operations in a diverse and challenging environment Managed auditing processes for a range of services and performed to service KPI s Excellent communication (both written and verbal) and presentation skills Competent in the use of IT including all MS Office packages Demonstrate a proven track record in delivering excellence in the facilities services environment IOSH qualified Financial management of an equivalent value in budget for staff, contractors and commodities Relevant personnel management skills and experience Direct responsibility for operational H&S compliance Desirable: NEBOSH qualified Delivered services within a historic or heritage environment Experience with the management or support to exhibitions and events Experience in wider facilities services Developed service proposals and bids Page 5 of 5