Soft Services Manager - Internal Only

Role Overview

We are seeking an experienced and driven Site Services and Customer Experience Manager to lead the delivery of high-quality, customer-focused facilities management services across the University. Reporting to the Head of Campus Services, you will oversee all aspects of soft services, including housekeeping (residential and non-residential), portering, postal services, switchboard operations, waste management, hygiene, and laundry services. You will play a key role in ensuring services are aligned, professional, and contribute to an outstanding student and staff experience. This includes driving service excellence, maintaining high standards of cleanliness, presentation, and responsiveness across the estate, and embedding a proactive, customer-centric approach to service delivery. The role will also involve leading on customer experience within Facilities Management, including complaints handling, data access requests, and service performance monitoring. Yo...