Operations Support Manager Job

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Operations Support Manager

Job Posted: 21 days ago

  • Salary: £ 60,000/Annum

    Job Type: Permanent

  • Location: London

Expire in: 6 days

Job Description

Position: Operations Support Manager Location: London/Home Counties Business Area: Operations - Service and Maintenance Dept Salary: 50k (Negotiable DOE) + Bonuses Reporting Lines & Relationships Reports to: Contract Manager Key Internal Relationships: Contract Manager Operations Support Manager Lead Engineers Field-Based Engineers Operations Director Head of Business Services Small Works Supervisor Sub-Contractors Service Desk Administration Health & Safety Team Procurement Engineering Support SupervisorRole Overview: As the Operations Support Manager, you will oversee reactive, remedial, and small works calls, ensuring timely delivery in line with the contracted KPIs. This role involves first-line management of field-based engineers and subcontractors. The role is hybrid, with 50% of the work office/home-based and 50% field-based. Key Responsibilities: Manage incoming reactive, remedial, and small works calls, ensuring adherence to contractual guidelines. Handle calls older than 10 days that fall outside customer KPIs. Coordinate the implementation of specialist subcontractor works when necessary. Enforce health & safety policies and procedures. Ensure compliance with the company's Q&E management system within your responsibilities. Provide holiday cover for both the Contract Manager and Operations Support Manager. Conduct post-inspections, attending a percentage of completed calls to ensure high-quality engineer performance. Report any issues to the Contract Manager and provide timely feedback to engineers. Regularly review timesheets and workflow to maintain operational efficiency.Key Performance Areas: Efficient management of workflow and call dispatching. Ensure customer satisfaction is maintained at a high level. Evaluate team performance and deliver constructive feedback. Maintain accurate reporting and track performance against key objectives.Location: While the main office is located in South East London, travel to remote sites across London, Kent, Sussex, Surrey, Hampshire, and Peterborough will be required. Experience Required: Essential: Solid technical knowledge in Fire, Door Entry, Access Control, and CCTV systems. Hands-on experience working with engineering teams. Experience in Health & Safety compliance. Competent IT skills, including Outlook, Excel, and Word. Excellent communication skills (both written and verbal).Preferred: Prior management experience is advantageous. Familiarity with engineering planning software used to dispatch and manage service calls is desirable.Additional Requirements: This role will require the holder to undergo and pass a DBS check. A valid UK driving licence (with a maximum of 6 penalty points). Candidates must reside in South London, Surrey, Sussex, or West Kent.Competency Profile: Critical Experience in managing a team of engineers. Experience in managing and delivering reactive service calls and small works. Ability to manage change effectively. Strong communication skills at all business levels. Able to provide direction and focus in high-pressure situations. Able to work with initiative and autonomy.Supportive Demonstrates personal drive and initiative. Ability to create and build relationships. Strong planning and organisational skills. Ability to remain calm and clear under stressful situations. IT literate, familiar with Microsoft systems, and proficient in Excel.Apply today and be part of a company committed to professional growth and operational excellence. YOU MAY BE A: Fire & Security Engineer, Fire Alarm Engineer, Fire Alarm Technician, Fire and Security Technician, Fire Alarm Service Engineer, Service Engineer, Intruder Service Engineer, Security Engineer, Intruder Alarm Engineer, Fire Engineer, Electrical Engineer, Maintenance Electrician, Electrician INDAV
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