Vacancy for Soft Services Team Leader

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Location Taunton TA1
Contract Type Permanent - Employee
Working Days Monday - Sunday
Working Times Between 06:30am and 9.15pm
Shift Pattern Mornings / Days
Working Hours per Week 40 Hours
Pay Rate £11.54 Per Hour
Job Reference VE/16251

To ensure the profitable, efficient and safe operation of the cleaning & security service contract within Orchard Shopping Centre. To provide a quality and innovative environment to all members of the team, customers, internal clients, and tenants in accordance with company procedures. To provide a quality service, through teamwork, innovation, best practices, and the highly motivated and appropriately trained operations team.

Working with support staff who are committed to the ‘One Team’ ethos of the centre and working environment to manage, retain and improve the current contract service delivery with the aim of developing the continuous improvement culture throughout the site.

Specific Responsibilities

  • Manage, co-ordinate and lead the cleaning and security service team function optimising the use of the internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.
  • The development, implementation and monitoring of service level agreements (SLA’s) and key performance indicators (KPI’s) including customer satisfaction and the development and use of benchmarking to enable continuous improvement and measurement against other organisations.
  • To be responsible for developing and implementing robust processes and procedures to ensure that all operational activities are carried out in a structured, professional and client focused manner. The services provided will be monitored and reviewed to ensure added value is achieved. 
  • To promote One Team – One Complete Solution.
  • To ensure appropriate level of staff / operative retention through effective leadership, motivation, and development.
  • To ensure that a safe working environment is maintained through compliance with all company health and safety policies and procedures
  • To ensure that appropriate staffing levels are maintained with the necessary skills and provide all necessary training and development to ensure their competence in their respective roles.
  • To participate fully in any activities, including opportunities for networking that raise the profile of OCS.  Some activities being outside normal office hours.
  • To keep up to date with developments in practices, techniques, and products. Keep abreast of changes to legislation and amendments to approve codes of practice and introduce appropriate measures to ensure compliance and delivery of best practice.
  • Overseeing the customer service team, maintaining, and delivering high standards in line with the client’s business objectives
  • Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
  • Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements.
  • Motivate staff to deliver a high quality experience to customers.
  • Carry out any other reasonable instructions of the Management as directed.
  • Regularly inspect all staff uniforms, monitor standards of cleanliness & replace as required
  • Complete regularly ‘walk the walk’ audits & reporting back to line manager / OCS
  • Produce monthly reports for the client, to fall in line with the KPI’s in place for security and customer services.

Experience / Desired & Essential Qualifications

  • Experience of managing a Security service based contract.
  • Proven track record of continuous improvement achievement
  • Proven track record in delivering effective customer service whilst maintaining appropriate operating margins. 
  • Evidence of “hands-on” operational experience and a track record of successful client relationship management.
  • Evidence of HR management skills, particularly in relation to organisational change.
  • Successful track record in developing a “customer focused” service culture
  • Proven record of managing, motivating, developing and retaining a workforce.
  • Capable of innovative decision making and idea development.
  • Capable of thinking outside of the box
  • Capable of motivating people to help develop new concepts / procedures.
  • Capable of communicating and selling new ideas / working conditions at all levels.


  • Be a member of a professional body such as BIFM or CABE or working towards it.
  • SIA Front Line Licence Holder
  • CCTV Licence holder (OCS will train if not)
  • Knowledge of other soft services and experience in delivery is preferred


What will you get in return?

  • A pension scheme- to save for the future - eligibility rules apply
  • Access to high street discounts
  • Access to low interest loans
  • Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
  • Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
  • Long Service Awards
  • Cycle to work scheme- discounted bicycles
  • Access to our Employee Assistance Programme- 24-7 Wellbeing Support


Why join OCS Group Ltd?

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves.  We offer job stability and are committed to developing our colleagues by offering more than just a job.  We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities.  We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS.  Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer.