Soft Services Manager

Location: Oxford, Oxfordshire |
Salary: £45,000 |
Posted: 7 Jan 2022 |
Closes: 28 Jan 2022 |
Job Type: Full Time and Permanent |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 10929

Role Responsibility:



Churchill Hospital, Old Rd, Headington, Oxford OX3 7LE

40hrs, Full Time, Permanent

£45,000 per annum

Excellent Company benefits including Contributory Pension


As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies. 


At G4S FM our expertise in sectors such as defence, courts and hospitals is second to none. Our success is underpinned by the way we attract, develop and engage with our people, as well as the culture and values that shape the way we work and how our colleagues carry out their roles. Our values are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.


Churchill Hospital is a centre of excellence for cancer services and other specialties, including renal services and transplants, clinical and medical oncology, dermatology, haemophilia, chest medicine and palliative care. 

In 2009 the hospital saw a major new development consisting of an integrated cancer and haematology Centre, a surgery and diagnostics centre and the Wytham Wing – housing the Wytham Ward (transplants) and private outpatients. 


G4S FM delivers the following services and employs circa 200 staff: Helpdesk, Patient and Retail Catering, Cleaning, Portering, Planned and Reactive Maintenance, Lifecycle Replacement, Grounds Maintenance and Pest Control.

We have an opportunity for an experienced Soft Services Manager to join our team based at Churchill Hospital.


As Soft Services Manager you will be supporting the Account Direction to deliver a profitable, efficient and safe operation for cleaning, catering, and portering service within the Churchill contract.


Key Responsibilities will include:


  • Manage, co-ordinate and lead the cleaning, catering, and portering teams optimising the use of internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the business.

  • The development, implementation and monitoring of service level agreements and key performance indicators in line with the contractual requirements and Healthcare Clean Standards. Including customer satisfaction and use of benchmarking to measure productivity to enable continuous improvement.

  • Ensure appropriate levels of employee retention through effective leadership, motivation and development of a talent pipeline through effective Personal Development Reviews.

  • Comply with all Company & Client policies, site rules and statutory regulations relating to

  • Health & Safety, safe working practices, hygiene, cleanliness and COSHH. This will include your awareness of any specific hazards in your workplace and training of staff.

  • To provide timely reporting and trend analysis across the Soft FM business functions.

  • To maintain positive Client relationships with all business partners, engineering and support teams and to own the client relationship.

  • To ensure that the Soft Services team are aware of and undertake their tasks/responsibilities and are provided with the appropriate tools and other facilities to enable them to undertake their duties

  • Promote G4S values amongst all contract staff and develop and achieve a pro-active culture

The Ideal Candidate:



Essential Criteria:

  • Excellent leadership, interpersonal and customer service skills

  • In-depth knowledge of Healthcare best practice and service delivery standards

  • Excellent written and verbal skills

  • Excellent organisational and problem solving skills

  • Soft Services Facilities Management experience within the PFI and Healthcare sector

  • Computer literate and experience operating with a CAFM system

  • Ability to work to deadlines and effectively manage deadlines

  • Excellent communication and negotiation skills

  • Excellent people management skills, clear thinker with the ability to flex to the demands of the role

  • Good administrative skills

  • Track record of success with strong client relationships

  • Good financial acumen, ability to work to a budget

  • Ability to understand data, spot trends and prepare reports

  • Ability to build strong relationships with customers and manage their expectations

  • Proven strategic thinker with ability to facilitate change where necessary


Additional Company Benefits available:


  • Company pension scheme with employer contributions

  • G4S Life Assurance Scheme

  • Free eye-tests/discounts for VDU users

  • Charity work- Match-IT and Payroll Giving

  • Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

  • Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers

  • Progression, training and development opportunities.


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