Soft Services Supervisor

LOCATION: THE HOWARD CENTRE, Welwyn Garden City, AL8 6HA

CONTRACT: Full Time, 42 hours per week

SHIFT PATTERN: 4 days on 4 days off (0700-1900)

PAY RATE: £16.57 per hour

ROLE OVERVIEW AND PURPOSE 

The Soft Services Supervisor is responsible for delivering security and cleaning services to ABM’s exacting standards. You will ensure that the site management centre, all public areas (including service yards, car park, loading bays, common areas, and back-of-house spaces) are secure, safe, and clean to a level that consistently exceeds client expectations.  

KEY RESPONSIBILITIES  

• Support site management in operational HR activities to recruit, retain, and develop the security team. 

• Manage staff attendance and absence records in line with company policies and procedures. 

• Set objectives for direct reports following company procedures; apply consistent approaches and mechanisms across the area of responsibility. 

• Conduct regular audits to uphold high standards of cleanliness and a safe, secure environment across the estate. 

• Perform quality audits to ensure service delivery aligns with ISO 9001 requirements and surpasses client expectations. 

• Priorities incidents and ensure all key personnel are kept fully informed. 

• Oversee training, development, and retraining of staff, including customer service training. 

• Deliver formal inductions and site-specific training to all new starters. 

• Identify training needs and maintain accurate site records. 

• Ensure timely responses to all security issues and events. 

• Maintain excellent communication and motivation for all direct reports. 

• Ensure objectives, performance reviews, and Toolbox Talks are completed in accordance with company policy. 

• Identify training needs and maintain accurate, up-to-date site records. 

• Support Site Management to ensure security audits are conducted, highlight any noncompliance, and drive it through to completion. 
• Cultivate exemplary relationships with our client, suppliers, and other partners. 
• Engage with all visitors and tenants within the centre, delivering first-class, customer-focused service. 
• Maintain a consistently professional, pleasant, friendly, courteous, and helpful demeanour while performing duties to the highest standard. 
• Uphold exemplary standards of personal grooming and strictly adhere to site uniform requirements. 
• Respond efficiently and effectively to emergencies (including, but not limited to, fire and bomb threats) and ensure the Centre Team remains fully informed. 
• Assist third-party contractors and visitors, ensuring all site procedures and policies are followed. 
• Complete company-mandated training courses via the ABM University Portal and any other core training required for the role. 
• Perform any other reasonable duties as directed by your line manager. 
• Adapt to other day-to-day responsibilities as dictated by circumstances and the needs of the business and client. 

REQUIRED SKILLS AND EXPERIENCE  

• Valid SIA Door Supervisor and CCTV licenses. 

• Excellent organisational skills with the ability to balance priorities and workloads. 

• Strong written and verbal communication abilities. 

• Ability to work independently and assume responsibility. 

• Calm under pressure with a steady, professional demeanour. 

• Adaptable and flexible approach to work. 

• Team player with a collaborative mindset. 

• Effective report writing and presentation skills. 

• Sharp observational skills. 

• IOSH Managing Safely (preferred). 

• Cleaning background (preferred). 

If you’re a proactive leader who combines strong people management with a commitment to safety, quality, and client satisfaction, we’d like to hear from you.