Soft Service Assistant




05 Sep 2017

Reference Number



The Soft Service Operations Assistant is responsible for managing the service level agreement contracts as per KPI. This role complies with environmental, safety and health procedures according to prescribed guidelines and relevant acts. This includes the day to day management of service providers and contractors. The Soft Services Operations Assistant ensures that all facilities related matters are handles effectively or escalated accordingly.

Duties and Responsibilities

Asset Management and Maintenance

- Provides supervision on day to day activities of service providers and contractors
- Provides supervision to contractual services
- Manages Health and Safety
- Coordinates soft service maintenance tasks, inspections
- Obtains quotations for ad-hoc maintenance in line with company policies and procedures

Service provider

- Provides guidance in terms of facility management requirements
- Monitors performance and quality of work from contractors responsible for providing a key interface between customers and the contracted service providers on a day to day basis
- Responsible for monitoring and reporting of service level agreements and key performance indicators internal and external, also tracking of risks/rewards mechanisms

Customer service

- Delivers customer service through adherence to quality service standards
- Customer: Tenants
- Provides support on a day to day level to tenants to ensure that tenant requirements are met
- Ensures completion of maintenance tasks regarding soft services
- Monitors progress until completion of task and provides feedback to tenants
- Monitors complaints register per site on a daily basis
- Customer: Helpdesk
- Provides feedback to the helpdesk, on tasks assigned
- Provides feedback to Property Manager and Operations Manager when required

Administration Management

- Managers and coordinates office administration functions in terms of daily routine of contractors
- Maintains fling system per building for incident reports, security, cleaning, don't waste, country line (gardens) and parking or any service provider appointed checklists
- Obtains approval for budgeted and unbudgeted expenditure applications for all work orders issued to service providers in line with authority limits document
- Maintain a key register and key box for each building
- Assist Property Management with delivery of statements and general correspondence
- Ensures completeness of lift, escalators registers, gas readings and forward to Service Manager on a monthly bases
- Updates and maintains work trainer system on a monthly basis

Financial Management

- Contributes to cost efficiencies for areas of responsibility
- Identifies and escalates potential risks that may lead to increased costs
- Demonstrates cost consciousness and awareness of personal contribution to costs
- Monitors outstanding purchase orders on a daily basis
- Provides technical reports and ad-hoc information for management packs
- Ensure that all penalties and bonuses where applicable are reported and managed
- Manage spot bonuses and following centre processes

Risk Management

- Identifies and manages business risk
- Ensures compliance with relevant acts
- Ensures adherence to all Health and Safety regulations per site
- Controls, manages and governs the processes and systems within area of accountability to ensure compliance and minimise the business risk
- Implements all audit recommendations in area of accountability and resolve audit findings timeously
- Designs, obtains approval, implements and maintains policies within area of responsibility


- Matric

2-3 years experience in a similar role within a Property environment and managing of service providers.

Contract Type:

Permanent, Permanent/Contract




South Africa