At a Glance
- Tasks: Lead a dynamic team to enhance customer service and operational efficiency in the Fire & Security sector.
- Company: Join a growing Fire & Security business with a collaborative culture in Egham.
- Benefits: Enjoy a competitive salary, bonus opportunities, pension scheme, and ongoing training.
- Other info: This role offers long-term stability and excellent career progression opportunities.
- Why this job: Make a real impact by driving high-performance culture and improving customer experiences.
- Qualifications: Experience in service management and strong leadership skills are essential.
The predicted salary is between 55000 - 55000 £ per year.
We are currently recruiting for an experienced Service Desk Manager to join a well-established and growing Fire & Security business based in Egham. Due to continued expansion and increasing customer demand, our client is looking to add a driven and highly organised manager to oversee the daily operational performance of their Customer Service Centre. This is a fantastic opportunity for an experienced operations or service desk professional within the Fire & Security sector to join a forward-thinking business offering long-term stability, progression opportunities, and a collaborative working environment.
Package & Benefits
- Salary: £50,000 - £55,000 per annum (depending on experience)
- Bonus opportunities
- Pension scheme
- Annual leave entitlement
- Ongoing training & development
- Long-term progression opportunities
- Permanent, full-time position
- Supportive and collaborative working environment
- Location: Egham (office-based)
Role & Responsibilities
- Lead and develop Dispatchers/Planners, Retention Specialists, Sales Order Processors, and Contract Administration teams
- Drive a high-performance culture focused on customer service, operational efficiency, and service quality
- Manage resource planning to maintain SLA performance and operational consistency
- Oversee real-time allocation of Fire & Security engineers to reactive service works
- Ensure emergency and critical system faults are prioritised effectively
- Monitor live job progression to maintain response times and first-time fix performance
- Manage the scheduling and coordination of all planned preventative maintenance (PPM) visits
- Ensure compliance with Fire & Security maintenance standards and servicing requirements
- Review and manage Service and Install WIP alongside operational teams
- Identify ageing or stalled jobs and drive resolution with engineers and management teams
- Ensure accurate job status updates to support reporting, invoicing, and customer communication
- Support timely billing and invoice processing through completion sign-off and billing coordination
- Lead customer retention activity including renewals and proactive customer engagement
- Handle escalated service issues and high-profile customer concerns professionally
- Oversee accurate sales order processing and contract administration
- Ensure contract information, SLA details, asset data, and pricing are maintained accurately
- Own and manage KPIs including SLA adherence, retention, WIP, dispatch efficiency, and PPM completion
- Identify and implement operational improvements across processes and customer touchpoints
- Work closely with Regional Service & Install Managers to ensure aligned service delivery
- Support mobilisation of new contracts and operational change initiatives
- Ensure compliance with Fire & Security industry standards and regulations
Skills & Experience Required
- Previous experience within a Fire & Security, Facilities Management, or Service-led environment
- Strong leadership and team management experience
- Experience managing dispatch, planning, customer service, or operational support functions
- Understanding of service delivery KPIs, SLAs, WIP management, and contract administration
- Excellent organisational and communication skills
- Ability to manage multiple priorities within a fast-paced environment
- Strong problem-solving and customer management abilities
- Proficient with service management systems and operational reporting tools
- Positive attitude, strong work ethic, and self-motivation
If you are an experienced Service Desk Manager looking for a long-term opportunity within a growing Fire & Security business in Egham, please submit your CV today to be considered.
Locations
Service Desk Manager in Guildford, Surrey employer: HP4 Recruitment Ltd
Join a dynamic and expanding Fire & Security business in Egham as a Service Desk Manager, where you will thrive in a supportive and collaborative environment. With competitive salaries, bonus opportunities, and a strong focus on employee development, this role offers long-term stability and clear progression paths for dedicated professionals. Experience the satisfaction of leading a high-performance team while contributing to meaningful customer service outcomes in a forward-thinking company.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Guildford, Surrey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HP4 Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HP4 Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Guildford, Surrey
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HP4 Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at HP4 Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HP4 Recruitment Ltd!
How to prepare for a job interview at HP4 Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
