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: £44,000-£48,000 per annum

Location: The Elephant, Elephant & Castle, London

Overview

Join the team leading the delivery of Security and Cleaning services at one of London's newest and most exciting destinations.

Anchor Group Services is recruiting a Dual Services Manager for The Elephant, a landmark mixed-use development at the heart of Elephant & Castle. Bringing together retail, residential and public spaces, The Elephant is set to become a vibrant destination where residents, visitors, retailers and communities come together.

This is a unique opportunity to join a flagship London mobilisation from day one, helping to establish standards, culture and service excellence across a brand-new development. As Dual Services Manager, you will play a key role in shaping the success of the contract, leading both Security and Cleaning teams while building strong client relationships and creating a safe, clean and welcoming environment for everyone who visits, lives or works at The Elephant.

If you're a driven and experienced leader who thrives in fast-paced environments and takes pride in delivering exceptional service, we'd love to hear from you.

About the Role

As Dual Services Manager, you will lead the day-to-day delivery of Security and Cleaning services across The Elephant, ensuring high standards of operational performance, compliance and customer service are consistently achieved.

Working closely with the client and site stakeholders, you will manage a diverse team, oversee service delivery across the development, and play a key role in maintaining a safe, secure and well-presented environment while ensuring contractual obligations and client expectations are met

Responsibilities include:

• Oversee Security and Cleaning operations across retail, residential and public environments, ensuring smooth service delivery throughout the site.
  
• Lead, coach and develop operational teams, managing staffing levels, rotas, absence cover and operational resilience.
  
• Act as the primary client contact, attending operational and KPI meetings and producing reports, audits and performance data for key stakeholders.
  
• Ensure Assignment Instructions, SOPs, Risk Assessments and site documentation remain accurate, compliant and up to date.
  
• Oversee Control Room and CCTV operations, ensuring GDPR compliance and effective incident management.
  
• Lead investigations into incidents, complaints, accidents and disciplinary matters, ensuring appropriate resolution and follow-up actions.
  
• Manage recruitment, performance, absence and employee relations matters, working closely with HR and Recruitment teams.
  
• Monitor cleaning standards, stock levels and operational equipment through regular inspections and audits.
  
• Ensure compliance with Health & Safety legislation, COSHH requirements and company policies.
  
• Coordinate emergency responses, evacuations and business continuity activities across the development.
  
• Build strong relationships with clients, retailers, residents, contractors and external partners while identifying opportunities for service improvement and operational efficiencies.
  
• Support contract retention, client satisfaction and business growth opportunities.
  

• Proven experience managing Security, Cleaning, Facilities or Soft Services operations.
  
• Experience leading large multi-functional teams within customer-facing environments.
  
• Strong client relationship and stakeholder management experience.
  
• Excellent communication, presentation and report-writing skills.
  
• 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.
  
• Full 5-year checkable employment history.
  
• Valid frontline SIA Licence.
  
• Experience within shopping centres, mixed-use developments or high-footfall environments.
  
• Knowledge of Timegate and Zoho Recruit, or similar systems.