Service Manager in London

Department: Service

Reporting To: Technical Director

Location: Fordham, Cambs

Hours of Work: 40hrs p/w

Purpose of the Role

Fire and Security Manager for service and installation of fire detection, emergency lighting, fire extinguishers and security services with our BAFE and SSAIB approved company. CamAlarms Limited is an ambitious company servicing throughout East Anglia, working with commercial, industrial, educational and healthcare sectors and requires a fire and security manager to assist with the continued growth and management of the business. Working alongside the Assistant Service Manager and Technical Director to assist the company overall to reach its growth aspirations.

Key Responsibilities

• Effectively manages team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out.
• Displays extensive working knowledge of industry standards and practices, including product details and company services offered.
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.
• Assists with or performs administrative tasks.
• Develops working knowledge of industry regulations, restrictions and laws, and ensures service department adheres to all regulations.
• Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency.
• Resolves service desk problems and improves current service desk methods to increase productivity and customer service.
• Monitors department issues and client complaints to define patterns and work to lessen those recurring issues.
• Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly and thoroughly.
• Oversees team members performing inspections, preparing reports and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work.
• Ensures all necessary paperwork is obtained and processed promptly and in adherence to the company’s ISO procedures – chasing when not received.
• Acts professionally, is presentable and customer‑centric at all times – delivering an exceptional customer experience by providing an exemplary high standard of personal customer service.
• Builds and maintains strong client relationships and upholds the positive reputation of CamAlarms Limited.
• Further requirements may be requested by senior management from time to time.

Skills Requirements

• Extensive knowledge of installations of fire and security systems.
• Systems commissioning knowledge preferred, but not essential.
• FIA course 1, 2/3 and 6 will be preferred.
• Knowledge of Kentec, Advanced and Morley systems – Ziton and Gent would be an advantage.
• Complete commissioning of systems, including witness testing and client demonstration and training and being able to plan and communicate well within the team, suppliers and customers.
• Knowledge of carrying out both service, installation and commissioning.
• Ability to complete relevant documentation.
• Understanding of configuration programming to comply with the commissioning strategy and methodology of systems being worked on.
• Good understanding of installation/electrical procedures and principles related to the fire and security industry.
• Computer literate with understanding of Word, Excel, Outlook and general IT skills.
• Strong written, verbal and numerical skills – with both colleagues and customers.
• Excellent telephone manner.
• Positive can‑do attitude towards career development.
• Exceptional organisational skills.
• Committed and willing to go the extra mile to get tasks completed on time.
• Well‑presented, portraying a professional image of the business.
• Ability to work successfully as a team member and on own.
• Ability and desire to learn the legal and regulatory compliance for the Fire and Security Industries.

Capabilities

• Good verbal and written communication skills, including the ability to prepare reports and complete relevant documentation.
• Applies basic problem‑solving skills.
• Understand and disseminate specifications and technical drawings.
• Display initiative and have strong attention to detail.
• Excellent organisational and time‑management skills.
• To be computer literate.
• Flexible and proactive when facing challenges.
• Ability to work autonomously or as part of a team.
• Provides polite, accurate and timely information in response to customer requests.
• Inform and educate customers regarding available system alternatives where they exist.
• Treats customers with courtesy, sensitivity and fairness, building a positive rapport.
• Willing to go the extra mile to satisfy customers’ differing needs and commitments.

Salary and Benefits

• Salary – As discussed.
• 23 days holiday plus bank holidays.
• Pension.
• Health Cash Plan.
• Various healthcare benefits.
• Long Service Awards Scheme.
• Company car.
• Company mobile phone.
• Company laptop.

As an ideal candidate you should have proven experience in a fire and security role. You will be organised, have strong verbal communications and the ability to communicate with clients and colleagues.