The Service Support Manager focuses on managing reactive, remedial, fire risk assessment (FRA) and small works calls, ensuring they meet contracted KPI's. Responsibilities include overseeing field-based engineers and subcontractors while maintaining compliance with health, safety, and quality standards.

Main Responsibilities

* Call Management - Manage incoming reactive, remedial, and small works calls, ensuring timely attendance per contractual KPIs.

* Aged Calls Oversight - Monitor and manage calls over 10 days old that fall outside customer KPIs.

* Fire Risk Actions - Oversee priority FRA-related actions within the service department.

* Subcontractor Work Management - Implement specialist subcontractor work when required.

* Health & Safety - Enforce company policies and ensure compliance with H&S standards.

* Compliance - Maintain and implement the Quality & Environmental management system.

* Reporting & Feedback - Report issues and performance updates to the Contract Manager.

* Holiday Cover - Provide cover for the Contract Manager and other Operations Support Managers as needed.

* Post-Inspection Visits - Attend and inspect completed calls to ensure engineer performance meets standards.

* Hybrid Work Setup - Split work time between office/home (50%) and field (50%).

Location

Primarily South East London, with potential additional travel across London, Kent, Sussex, Surrey, Hampshire, and Peterborough.

Experience and Skills

Essential

* Strong technical knowledge of Fire, Door Entry, Access Control, and CCTV systems.

* Hands-on experience with engineering teams.

* Familiarity with Health & Safety requirements.

* Competent IT skills (Outlook, Excel, Word).

* Excellent written and verbal communication skills.

Beneficial

* Previous management experience.

* Familiarity with engineering planning/dispatch software.

Additional Requirements

* DBS check clearance.

* Valid UK driving license (max. 6 penalty points).

* Residence in South London, Surrey, Sussex, or West Kent