Position: Service Manager

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The role of Service Manager will include:

  • Reporting to Operations Director
  • Direct line management (to include coaching/mentoring) of assistant services co-ordinator
  • Overseeing:-
    • all field service visit bookings and reactive call outs, to include managing engineer's calendars via a bespoke client software management system
    • delivery of Fire Risk Assessments to key clients, developing good relationships with said clients
    • delivery of Fire Safety Training Courses
  • Ensure ISO9001 NSI GOLD compliance.
  • Assisting with bids for new contracts.
  • Submitting small quotes to clients.
  • Compile tender documentation for subcontractor enquires.
  • Management of subcontractor enquiries.
  • Arranging site surveys.
  • Researching materials, equipment, transport and labour costs.
  • Helping plan job timescales.
  • Ordering materials & stock control.
  • Building and maintaining customer and colleague relationships.
  • Answering the telephone and dealing with client queries, recording any messages or requests, managing and resolving queries.
  • Providing administrative back up of services and liaise with other internal and external stakeholders including the client, suppliers, sales and technical departments.

Required Knowledge, Skills & Experience

  • Previous experience in service co-ordination.
  • Previous experience of quoting.
  • Good understanding of SLAs, KPIs.
  • Good MSO Knowledge.
  • Excellent attention to detail.
  • Ability to build external and internal relationships.
  • The ability to work flexibly and to adapt to demanding situations to ensure the highest level of customer service without compromise.
  • The ability to prioritise and work well under pressure in a thorough and methodical manner.
  • Demonstrate tact, understanding and empathy in all communications with customers.
  • Punctual, polite and keen to work as part of a busy fire safety services team.

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