Soft Services Supervisor at Deloitte

Job Purpose

The Soft Services Supervisor will be responsible for the effective and efficient delivery of all soft services within the assigned operational areas. The role will ensure the consistent application of global operational standards and best practices across all assigned areas. 

Core Responsibilities  

Facilities Management: 

Oversee the day-to-day operations of all soft services including but not limited to, Housekeeping, Laundry, Pest control etc. 

Ensure compliance with all relevant health and safety regulations and local legislation. 

Monitor service delivery performance and identify areas for improvement. 

Develop and implement cost-effective and sustainable solutions for soft services operations. 

Manage service provider contracts, ensuring compliance with agreed service levels and performance targets. 

Customer Service: 

• Ensure high levels of customer satisfaction are maintained across all service areas. 
• Respond promptly and effectively to customer inquiries and complaints. 
• Build and maintain positive relationships with clients, staff, and other stakeholders. 
• Promote a culture of excellent customer service within the team. 
• Implement customer feedback mechanisms and use data to drive service improvements. 

Quality Assurance: 

• Implement and maintain a robust quality assurance program for all soft services. 
• Conduct regular inspections and audits to ensure compliance with standards and procedures. 
• Investigate and resolve quality issues promptly and effectively. 
• Continuously monitor and improve the quality of service delivery. 
• Implement corrective and preventive actions to address identified deficiencies.

Qualifications

Educational Requirements

• Bachelor’s degree in Hospitality Management, Facility Management, or a related field. 

Professional Requirements 

• Professional certification/ membership of a relevant recognized professional body. 
• Certifications in relevant areas such Facilities Management (e.g., IFMA) preferred. 

Experience Requirements 

• 1-5 years of experience in a relevant field, such as building maintenance, facility management, or healthcare engineering

Competency Requirements

Knowledge Requirements

• Principles of facilities management. 
• Customer service best practices 
• Health and safety regulations 
• Quality management systems 
• Budget management principles 
• Performance management techniques 
• Contract law. 
• Procurement procedures 
• Sustainability principles 

Skill Requirements 

• Strong leadership, communication, and interpersonal skills. 
• Excellent organizational and time management skills. 
• Proven ability to manage budgets and resources effectively. 
• Strong analytical and problem-solving skills. 
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). 
• Knowledge of relevant health and safety legislation. 
• Experience with contract management and procurement. 
• Ability to work independently and as part of a team 

Personal Abilities 

• Ability to adapt to changing circumstances and unexpected challenges. 
• Commitment to continuous learning and professional development.  
• Proactive and results-oriented approach to work. 
• Strong teamwork and collaboration skills. 
• Strong problem-solving and decision-making skills. 
• High level of attention to detail and accuracy. 
• Meticulous attention to detail and accuracy in all work.