Security – Deputy Soft Services Manager

Deputy Soft Services Manager

Reporting to the Soft Services Manager, the Deputy Soft Services Manager will support the safe, compliant and efficient day-to-day delivery of security, cleaning and car park services. The role will provide visible operational leadership, maintain consistently high standards and help implement service plans, processes and continuous improvement initiatives across the contract.

Working closely with the Soft Services Manager and client, you will help ensure that contractual specifications, service level agreements and key performance indicators are achieved. You will support and develop frontline teams, promote an excellent customer experience and deputise for the Soft Services Manager when required.

Key accountabilities

• Support the Soft Services Manager in directing, monitoring and continually improving operational delivery, processes and procedures.
• Coordinate daily, weekly, monthly and periodic activities undertaken by the security, and cleaning.
• Complete regular site and service inspections, record findings, assign corrective actions and follow them through to completion.
• Oversee stock control, including safe storage, usage monitoring and timely ordering of supplies.
• Inspect in-scope machinery and equipment, escalating defects and coordinating prompt rectification.
• Assist with incident and accident management, including risk control, escalation, reporting, investigation and lessons learned.
• Support fire safety, first aid, evacuation arrangements and scheduled testing, ensuring all required records are completed.
• Maintain compliance with health, safety, quality and environmental requirements, including COSHH, manual handling, risk assessments and assignment instructions.
• Help recruit, induct, train, coach and support team members, promoting wellbeing and consistently high standards.
• Prepare and maintain team rotas and support procedures relating to timekeeping, absence, holidays, sickness and payroll.
• Recognise strong performance and support the fair management of underperformance or conduct issues, minimising disruption to service and budget.
• Act as the operational lead in the Soft Services Manager’s absence, escalating material risks and decisions where appropriate.
• Encourage innovation, share best practice and help deliver short- and long-term service improvement projects.

About you

• Previous supervisory or management experience within facilities management, soft services or a comparable customer-facing environment.
• A visible, hands-on leader who acts with integrity, fairness, respect and professionalism.
• Strong interpersonal, communication and organisational skills, with the ability to coach, develop and motivate teams.
• Excellent attention to detail and a structured, process-driven approach to service delivery.
• A positive response to change, with the confidence to support implementation and bring colleagues with you.
• The ability to build effective relationships with team members, clients, customers and key stakeholders.
• Good commercial awareness, with experience of supporting budgets, controlling costs and delivering performance targets.
• Self-motivation, resilience and sound judgement in a busy commercial, retail or customer-facing environment.
• A balanced understanding of how service quality, customer experience, compliance and commercial performance work together.
• The flexibility to deputise for the Soft Services Manager and adapt priorities in line with operational and business needs.