Soft Services Coordinator

Job Description

Implementing Soft Services Delivery Management plan.
Managing the performance of the FM service contractor regarding soft services, ensuring that the soft services are managed in accordance with the Service Level Agreement (SLA), and that all relevant KPI’s are consistently met.
Undertaking all coordination activities in line with the soft services plans and standard operating procedures.
Coordinating the execution of the soft service, and measuring of results, undertaken in conjunction with associated operational Management System delivery plans, including but not limited to, Health and Safety, Quality, Asset Management, Material Catalogue, Finance Process, Customer Relations.
Be the point of contact for complaints management with reference to soft services, ensuring any complaints received are dealt with effectively, responded to, investigated to ascertain cause, and mitigate further occurrence, and closed within agreed timescales and to the satisfaction of all parties.
Ensuring that scheduled area inspections are undertaken, and any required soft services action plans are prepared and actioned correctly in a timely manner by the facilities management service contractor.
Maintaining soft services technical and operational standards and quality assurance processes.
Reviewing soft services strategies, to ensure the facility is continuously maintained and operated to optimum efficiency, and continuous improvement opportunities are identified and reviewed.
Meeting regularly with the Operations Manager to discuss delivery and any changing requirements.
Preparing soft services client monthly reports, and review and interrogate contractor monthly reports.
Ensuring QHSE compliance of soft services activities, including providing a monthly QHSE soft services report.
Promoting a positive Quality, Health, Safety and Environment (QHSE) compliance-driven culture always, including the application of ‘Don’t Walk By’, Permit to Work, Risk Assessment, Method Statement processes.
Building strong relations with the client, regularly engaging with them, making them feel valued, managing their expectations, and proactively actioning all requests within the specified time frames.
Consistently developing the customer experience and understanding of client requirements by building and developing stakeholder relationships.
Participating in local business continuity planning, emergency planning, and evacuation drills.
Ensuring a detailed understanding of facilities management service contractor contract, and Mace role and responsibilities.
Ensuring full adherence, always, to Mace company policies and procedures.
Pro-active and flexible approach to manage and resolve issues and actions in soft services, and other areas of Mace project responsibilities as required.
Flexibility, including deployment on other tasks, within the skill set, as required.
Implementing continuous improvement initiatives, managing execution and measuring results.
Auditing soft services stock materials monthly.
Coordinating the updating of CAFM as soft services changes occur.
Organising and participating in meetings with the facilities management service contractor on a regular basis.
Demonstrating personal continuing professional development, and awareness of FM sector initiatives.
Excellent timekeeping, task focus, attention to detail, and motivation, to achieve and exceed objectives.