Job Title
Soft Services Lead
Department
Facilities Management
Reports To
Facilities Manager
Site-Based
Job Purpose
The Soft Services Lead is responsible for the effective management and delivery of all soft services within the facility, ensuring high standards of service quality, operational efficiency, and customer satisfaction. The role ensures compliance with contractual obligations, company policies, and regulatory requirements while maintaining a safe, clean, and well-presented environment for all occupants and visitors.
Key Responsibilities – Operational Management
- Manage day-to-day soft services operations including cleaning, housekeeping, waste management, pest control, landscaping, and hygiene services.
- Ensure all services are delivered in accordance with contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs).
- Supervise and coordinate work of supervisors, cleaners, and service staff.
- Develop and implement cleaning schedules, operational procedures, and service plans.
- Conduct regular site inspections and audits to ensure quality standards are maintained.
- Manage staff recruitment, training, scheduling, and performance evaluations.
- Ensure compliance with health, safety, and environmental regulations.
- Monitor inventory levels for cleaning materials, chemicals, and equipment.
- Coordinate with vendors and subcontractors for specialized services.
- Handle client communication, feedback, and service improvement plans.
- Prepare operational reports, incident reports, and performance reports.
- Control operational budgets and cost efficiency for soft services.
- Ensure proper waste management and sustainability practices are followed.
Key Responsibilities – Team Leadership
- Manage and supervise soft services supervisors, team leaders, and operational staff.
- Plan workforce requirements including recruitment, training, scheduling, and performance management.
- Promote a culture of continuous improvement, safety, and service excellence.
Key Responsibilities – Client Relationship Management
- Act as the primary point of contact for clients regarding soft services delivery.
- Conduct regular client meetings and service reviews.
- Address client feedback, complaints, and service improvement initiatives in a timely manner.
Health, Safety & Compliance
- Ensure compliance with Health, Safety, and Environmental (HSE) regulations and company policies.
- Conduct risk assessments, toolbox talks, and safety inspections.
- Ensure proper use and handling of cleaning chemicals, equipment, and materials.
Financial & Resource Management
- Manage operational budgets and ensure cost efficiency.
- Monitor inventory levels and manage procurement of cleaning materials and equipment.
- Oversee contractor and vendor performance.
Reporting & Performance Monitoring
- Prepare monthly operational and performance reports.
- Track service performance metrics and drive improvement initiatives.
- Maintain accurate operational and safety records.
Qualifications
- Bachelor's Degree in Facilities Management, Hospitality Management, Business Administration, or related field.
- Professional certifications such as IFMA, BIFM, IOSH, or NEBOSH is an advantage.
Experience
- Minimum 5 years of experience in Facility Management or Hospitality Operations.
- At least 3 years of managerial experience in soft services.
Core Competencies
- Leadership and team management
- Client relationship management
- Quality assurance and service delivery
- Budget and cost control
- Health & safety compliance
- Vendor and contract management
- Communication and stakeholder engagement
- Problem solving and decision making
Key Performance Indicators (KPIs)
- Client satisfaction scores
- SLA and KPI compliance
- Service quality audit results
- Staff productivity and retention
- Budget adherence and cost optimization
- Health & safety compliance metrics
