Dual Services Manager

Job Role: Dual Services Manager

Working Hours: 40 hours per week, working 5 out of 7 days, flexible to meet the needs of the business

Salary: £33,966.40 per annum

Location: Fareham Shopping Centre, PO16 0PQ

Status: Permanent, Full Time

Reporting to: Contracts Manager

Overview

Anchor Group Services is seeking an experienced and motivated Dual Services Manager to lead the delivery of Security and Cleaning services at Fareham Shopping Centre.

As a key member of the site leadership team, you will be responsible for ensuring that the centre remains safe, secure, clean and welcoming for visitors, tenants, colleagues and stakeholders. Working closely with the Centre Management Team, you will drive operational excellence, maintain high standards of customer service and compliance, and lead a diverse team to deliver exceptional results.

This is an excellent opportunity for a people-focused leader with experience in soft services, facilities management or security operations who enjoys building high-performing teams, developing client relationships and delivering service excellence within a busy customer-facing environment.

About the Role

As Dual Services Manager, you will oversee the day-to-day Security and Cleaning operations across the shopping centre, ensuring contractual standards, service level agreements and KPIs are consistently achieved.

You will act as the primary point of contact for operational matters, working collaboratively with the client, stakeholders, and the Anchor operations team while providing leadership, support and development to your teams.

The successful candidate will take ownership of service delivery, compliance, performance management and continuous improvement initiatives, helping to create an exceptional experience for everyone who visits or works at the centre.

Main Responsibilities:

• Oversee and manage day-to-day security and cleaning operations, ensuring smooth service delivery across the site.
  
• Lead and manage a team of security and cleaning staff, ensuring effective rostering, welfare checks, and ongoing training to maintain high service standards.
  
• Oversee Control Room and CCTV operations, ensuring GDPR compliance and effective incident management.
  
• Conduct regular site audits, reporting on cleaning and security performance, and implementing necessary improvements.
  
• Act as the main point of contact for client relations, attending meetings, providing operational updates, and ensuring SLAs and KPIs are met.
  
• Ensure Assignment Instructions, SOPs, Risk Assessments and site documentation remain accurate, compliant and up to date.
  
• Manage recruitment, performance, absence and employee relations matters, working closely with the HR and Recruitment teams.
  
• Manage stock levels and procurement of cleaning consumables, ensuring cost-effective use of resources.
  
• Take a lead role in emergency procedures, coordinating site evacuations and supporting business continuity plans.
  
• Maintain accurate records, including incident reports, staffing records, and compliance documentation.
  
• Ensure compliance with Health & Safety legislation, COSHH requirements and company policies.
  
• Ensure a professional, customer-focused approach at all times, fostering a positive experience for visitors, tenants, and stakeholders.
  

• Valid frontline SIA Licence.
  
• Proven experience managing Security, Cleaning, Facilities or Soft Services operations.
  
• Experience leading and developing large multi-functional teams within customer-facing environments.
  
• Strong leadership, organisational and people-management skills.
  
• Excellent communication, presentation and report-writing skills.
  
• Strong client relationship and stakeholder management experience.
  
• Experience with recruitment, performance management and employee relations processes.
  
• Strong understanding of Health & Safety, compliance and operational risk management.
  
• Competent in Microsoft 365 and workforce management systems.
  
• Experience within shopping centres, mixed-use developments or high-footfall environments.
  
• Knowledge of Timegate and Zoho Recruit, or similar systems.
  
• Full 5-year checkable employment history.
  

• Access to a range of nationally recognised courses to help further your career, via the Anchor Academy
  
• Access to SIA & First Aid training at discounted rates, with financial support available
  
• Auto Enrolment Pension
  
• Stream – access to pay as you earn it
  
• Cycle to Work Scheme Available
  
• Free Employee Assistance Programme 24/7 including access to counselling
  
• Hospital Saturday Fund
  
• Reward and Recognition awards
  

If you think you have what it takes, APPLY NOW and we'll be in touch.

Other companies may call this role: Soft Services Manager, Security & Cleaning Manager, Facilities Manager, Contracts Manager, Facility Services Manager, Operations Manager – Security & Cleaning, Site Services Supervisor, Cleaning & Security Supervisor, Support Services Coordinator, Facility Operations Manager, Dual Operations Manager (Security & Cleaning), Retail Services Manager, and Retail Operations Supervisor (Security & Cleaning)