At a Glance
- Tasks: Lead and manage national service operations, ensuring top-notch performance and client satisfaction.
- Company: Join Marlowe Kitchen Fire Suppression, a leader in fire safety solutions.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Fast-paced environment with opportunities for growth and innovation.
- Why this job: Make a real impact in fire safety while leading a passionate team.
- Qualifications: Experience in fire protection and strong leadership skills required.
The predicted salary is between 50000 - 65000 £ per year.
Due to continued growth, Marlowe Kitchen Fire Suppression is seeking an experienced and driven National Service Manager to lead the delivery and performance of our Service and Remedial operations nationwide. This is a senior operational role responsible for managing engineering performance, service delivery, scheduling efficiency, client relationships, compliance, and team development across the business. The successful candidate will play a key role in ensuring the highest standards of customer service, engineer utilisation, and operational performance are consistently achieved. The role would suit a strong people manager with experience within the fire protection, fire suppression, or wider fire & security industry, who thrives in a fast‑paced service environment and has a proactive and commercially minded approach.
Key Responsibilities
- Operational Management
- Day-to-day management of the Service and Remedial teams nationwide.
- Support the ARC with call-outs and provide out-of-hours engineer support when required.
- Manage scheduling queries and work closely with scheduling teams to maximise efficiency and engineer utilisation.
- Respond professionally and effectively to client concerns, complaints, and service issues.
- Ensure appropriate engineering capacity is maintained across all service operations.
- Team Leadership & Performance
- Conduct regular review meetings with schedulers and Team Leaders.
- Monitor engineer performance, productivity, utilisation, and welfare.
- Review and authorise engineer expenses and monthly wage submissions.
- Support trainee development, technical progression, and ongoing staff training.
- Manage employee performance and disciplinary matters where required.
- Oversee the training and auditing programmes for Senior Engineers.
- Client & Service Delivery Management
- Manage key national client relationships and provide regular operational updates.
- Oversee service delivery performance across major accounts including hospitality and national retail clients.
- Monitor servicing and remedial lead times, ensuring contractual service levels are achieved.
- Drive improvements in customer satisfaction and service standards.
- Ensure remedial works, defect rectification, and outstanding PPMs are effectively managed.
- Reporting & Compliance
- Produce and maintain monthly operational dashboards and management reports.
- Monitor engineer utilisation, postcode coverage, and operational capacity planning.
- Ensure engineer certifications, compliance training, and competency records remain up to date.
- Drive compliance across fleet management, audits, SHEQ requirements, and operational procedures.
- Produce and distribute technical bulletins and operational communications.
- Financial & Commercial Oversight
- Monitor and drive reductions in subcontractor costs.
- Review commission breakdown reports and distribute to engineering teams.
- Notify management of any bonus or additional payments due to staff.
- Support operational efficiency and profitability through effective resource planning and performance management.
- Reporting Responsibilities
- 30+ Day Outstanding Reports
- Engineer Performance Reports (PPM & Remedials)
- Aborted Visit Reporting
- NCR Monthly Reporting
- Capacity & Utilisation Reports
- Client Performance Reporting
Requirements
- Proven experience within the fire suppression, fire protection, or fire & security industry.
- Previous experience managing service delivery and engineering teams at a national or regional level.
- Strong organisational and leadership skills with the ability to manage multiple priorities.
- Experience working within a fast‑paced operational environment.
- Excellent communication and client management skills.
- Commercial awareness with the ability to drive operational performance and efficiency.
- Good understanding of compliance, auditing, and engineering standards.
- Proficient in reporting, scheduling, and performance management processes.
National Service Manager in Northampton employer: Mitie Fire and Security
Marlowe Kitchen Fire Suppression is an exceptional employer that prioritises employee development and operational excellence in a dynamic service environment. With a strong focus on team leadership, ongoing training, and client satisfaction, employees are empowered to thrive and grow within the fire protection industry. Our collaborative work culture fosters innovation and efficiency, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land National Service Manager in Northampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the fire protection and security industry. Attend events, join relevant groups, and don’t be shy about asking for introductions. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery approach and think about how your experience aligns with their needs. This will help you stand out as a candidate who’s genuinely interested in the role.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've managed teams and improved performance in previous roles. Highlight your ability to drive operational efficiency and client satisfaction – that’s what they’re looking for!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that National Service Manager role!
We think you need these skills to ace National Service Manager in Northampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the National Service Manager role. Highlight your experience in managing service delivery and engineering teams, especially within the fire protection or security industry. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this fast-paced environment. Share specific examples of how you've driven operational performance and improved customer satisfaction in previous roles.
Showcase Your Leadership Skills:As a National Service Manager, strong leadership is key. In your application, emphasise your experience in team management and development. We love to see how you've supported trainee progression and handled performance issues in the past.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Marlowe Kitchen Fire Suppression!
How to prepare for a job interview at Mitie Fire and Security
✨Know Your Stuff
Make sure you brush up on your knowledge of the fire suppression and protection industry. Understand the key challenges and trends, as well as Marlowe Kitchen Fire Suppression's specific services and client base. This will show that you're not just interested in the role, but also genuinely invested in the company.
✨Showcase Your Leadership Skills
As a National Service Manager, you'll need to demonstrate strong people management abilities. Prepare examples of how you've successfully led teams, managed performance, and developed staff in previous roles. Highlight your experience in handling difficult situations and how you’ve improved team dynamics.
✨Client Management is Key
Be ready to discuss your approach to managing client relationships. Think of specific instances where you've turned around a challenging client situation or improved customer satisfaction. This will illustrate your ability to maintain high service standards and build lasting partnerships.
✨Prepare for Operational Scenarios
Expect questions about operational management and efficiency. Prepare to discuss how you've handled scheduling queries, maximised engineer utilisation, and ensured compliance in past roles. Use metrics and data to back up your achievements, as this will resonate well with the interviewers.
