Head of Soft Services

Location: Cheltenham, Gloucestershire |
Salary: £70,000-£75,000 |
Posted: 20 May 2024 |
Closes: 17 Jun 2024 |
Job Type: Full Time and Permanent |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 15741

Role Responsibility:



Salary: £70,000-£75,000 per annum

Working Hours: Permanent, Full Time, 40 hours per week (Mon - Fri)

Location: Cheltenham, GL51 0EX


Excellent benefits package including Contributory Pension, Company Car/Allowance, 2.5% Golden Hello payment on commencement of employment and a £2,000 annual retention bonus (pro-rata for part time employees), subject to maintaining clearance requirements.


About us

G4S and Allied Universal came together in 2021 to create a global business which is now the world’s leading integrated security and facility services company.  We offer our employees an immense range of exciting and rewarding long term career opportunities.   The company provides integrated FM services in a wide range of environments, including healthcare, education, secure environments, and prestigious buildings.


About the Role

We have an exciting opportunity for Head of Soft Services to join our friendly team based in Cheltenham. This is a full time role working 40 hours per week, Monday to Friday between 8.00am – 5.00pm

As Head of Soft Services your role will be to direct and manage the overall delivery of contracted Soft Services, taking responsibility to ensure service performance and compliance, client satisfaction and identifying/developing opportunities for innovation and improvement for both the Client and G4S.



  • To manage, coordinate and lead the cleaning, catering, Catering, Logistics and Security teams, optimising    the use of internal and external resources and exercising budgetary control to achieve performance, quality service and the strategic objectives of the business.
  • To develop, implement and monitor service level agreements and key performance indicators in line with contractual requirements and Standards, including customer satisfaction and use of benchmarking to measure productivity to enable continuous improvement. 
  • To ensure appropriate levels of employee retention through effective leadership, motivation and development of a talent pipeline through Personal Development Review delivery.
  • To promote G4S values amongst all contract staff and develop and achieve a pro-active culture.
  • To monitor Soft Services information held on Concept, ensuring work tasks completed within timescales and to update information allowing the system to run effectively.
  • To produce reports from the Concept system as required, to provide information for FM team, auditors, and the client as and when required.
  • To ensure that near misses and hazards are reported by all team members via Concept and feedback to the Health and Safety team.
  • To work with procurement to produce local agreement contracts for subcontractors used on site in line with G4S policies.
  • To provide line management support to the various Soft FM service stream leads including the approval of team member annual leave requests ensuring adequate cover to meet contract needs.
  • To demonstrate understanding of the contractual requirements and site operational needs
  • To complete billing to a high standard to submit to the client.
  • To resolve invoice queries using finance systems and to work closely with the finance team and provide requested information..
  • To manage quotation process with SDM to ensure adherence to CDM compliance processes and to prepare written quotations for customers and record these using the relevant documents.
  • To review COSHH assessments on an annual basis and to manage the COSHH system.
  • To deliver risk assessments as required.
  • To review the statutory compliance spreadsheet and manage this on a monthly basis and to maintain the non-conformity spreadsheet evidencing closure of all actions.

The Ideal Candidate:


  • Previous experience in an FM role including line management.
  • Able to work to varying deadlines.
  • Excellent verbal and written skills.
  • Good organisational skills.
  •  A good knowledge of finance and accounting systems and willingness to attend training courses as required.
  • Educated to GCSE level or higher.
  • Strong knowledge of Microsoft Office Suite.
  • Qualified in IOSH Managing Safely.
  • Knowledge and understanding of ISO14001, ISO9001 and OHSAS 18001.
  • In-depth knowledge of Healthcare best practice and service delivery standards. 
  • Soft Services Facilities Management experience within the PFI and Healthcare sector.
  • Ability to work to deadlines and effectively manage conflicting deadlines.
  • Proven strategic thinker with ability to facilitate change.


  • Computer literate and experience operating with a CAFM system.
  • Track record of success with strong client relationships.
  • Level 3 Facilities Management qualification.
  • IOSH certified.
  • Level 3 Catering Infection Prevention and Control.
  • BICs Assessor. 
  • Knowledge of Concept Evolution.
  • Knowledge of SAP & ARIBA.



While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

  • 2.5% Golden Hello payment.
  • £2,000 annual retention bonus.
  • Progression, training and development catered to you.
  • Refer A Friend incentives. 
  • Company pension scheme with employer contributions.
  • G4S Life Assurance Scheme.
  • Subsidised healthcare plan.
  • Charity work- Match-IT and Payroll Giving.
  • Confidential Counselling Services.
  • 24/7 support specialising in health and medical. 
  • Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.

Please be aware that due to the nature of the business security clearance to a high government level will be required.






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