Soft Service Director

Compass Group
11 May 2017
10 Jun 2017
Contract Type
Full Time

We’re the people behind the food, hospitality and support services that power your day, make you smile and put a spring in your step. Just one of the reasons why we’re the UK and Ireland’s No.1 catering and support services provider.

ESS has been a market leader in the Defence and Government Services sectors for over 40 years. As well as providing quality catering, retail and leisure services, we offer a portfolio of superior and sustainable soft services, including: hotel, cleaning, waste management, security, event support and reception services

Which means we are always on the lookout for new and exciting talent and this new opportunity is no different – Soft Service Director.

Main responsibilities

This is an exciting position, as not only is this a new contract win with a key client - HMRC, promoting growth within ESS, but an opportunity to provide a “Best In Class” service that delivers value for money every day.

As our Soft Service Director, you will have full responsibility for leading and driving the strategy of retention and growth through the development of long term account plans. You will also:

  • Deliver a seamless Soft FM service working in partnership with the Hard FM provider
  • Maintain and develop contract reporting and monitoring to contractual requirements captured in the monthly and annual performance reporting
  • Work closely with the client to deliver value through improved management of contracts to help drive service excellence and customer advocacy
  • Develop budgets and identify areas in which service efficiencies linked to customer satisfaction can be made in the operating costs
  • Build strong relationships and open channels of communication with key stakeholders including our client, the Hard FM provider and customer focus groups
  • Deliver all the soft services in line with the specification and KPI requirements
  • Look for innovations and service improvements that will enhance the user experience
Ideal candidate

What we are looking for from applicants:

  • Excellent understanding of Soft Service Facilities Management Especially Cleaning & Catering Services and this will not be your first contract leadership role
  • Service level specification and performance management delivery
  • Excellent financial, commercial, business knowledge and people acumen to support the operational team
  • Evidence of understanding and ability to lead complex and multiple services
  • Excellent people leadership skills, with evidence of the ability to engage and motivate people at all levels
  • Strong customer service ethos
  • Excellent customer presentational ability, both verbal and written

For more information on working for the Compass Group, and in particular this positon please contact Nathan Rackham-Wood either by email – or phone