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 growth, and the chance to make a real impact.
- Other info: Fast-paced environment with opportunities for professional development.
- Why this job: Be at the forefront of fire safety, leading teams and enhancing service delivery.
- 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
- The successful candidate will be responsible for the preparation and submission of operational reports including:
- 30+ Day Outstanding Reports
- Engineer Performance Reports (PPM & Remedials)
- Aborted Visit Reporting
- NCR Monthly Reporting
- Capacity & Utilisation Reports
- Client Performance Reporting
- 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 Wellingborough employer: Mitie Fire and Security
Marlowe Kitchen Fire Suppression is an exceptional employer, offering a dynamic work environment where your leadership skills can truly shine. With a strong focus on employee development and a commitment to maintaining the highest standards of service delivery, you will have ample opportunities for professional growth while working alongside a dedicated team in the fire protection industry. Our culture promotes collaboration and innovation, ensuring that every team member feels valued and empowered to contribute to our success across the nation.
StudySmarter Expert Advice🤫
We think this is how you could land National Service Manager in Wellingborough
✨Tip Number 1
Network like a pro! Get out there and connect with people in the fire protection and security industry. Attend events, join relevant groups on social media, and don’t be shy about reaching out to potential contacts. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Marlowe Kitchen Fire Suppression and understanding their service delivery model. Think about how your experience aligns with their needs, especially in operational management and client relationships. Tailor your responses to show you’re the perfect fit for their fast-paced environment.
✨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 customer satisfaction and operational efficiency, as these are key for the National Service Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Marlowe Kitchen Fire Suppression. Let’s get you that interview!
We think you need these skills to ace National Service Manager in Wellingborough
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 in 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 role. Share specific examples of how you've driven operational performance and improved customer satisfaction in previous positions.
Show Off 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 Industry Inside Out
Make sure you brush up on your knowledge of the fire suppression and protection industry. Understand the latest trends, technologies, and compliance standards. This will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Demonstrate Leadership Skills
As a National Service Manager, you'll need to showcase your leadership abilities. Prepare examples of how you've successfully managed teams, improved performance, or resolved conflicts in the past. Be ready to discuss your approach to team development and how you motivate others.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific situations, like managing client complaints or scheduling issues. Think through potential scenarios and formulate your responses in advance. This will help you articulate your problem-solving skills effectively during the interview.
✨Showcase Your Commercial Awareness
Highlight your understanding of financial oversight and operational efficiency. Be prepared to discuss how you've previously driven cost reductions or improved profitability in your past roles. This will demonstrate that you can contribute to the company's bottom line.
