Job Title: Reactive Service Team Manager
Location: London
Salary: Competitive + Benefits
Job type: Permanent, Full time
The Company specializes in delivering exceptional property care to a variety of clients in both the commercial and residential property markets. Delivering multi trade Reactive and Planned maintenance through a predominantly directly employed workforce the role of Service Team Manager is pivotal to the ongoing growth and success of the department and company through end to end service delivery.
The Candidate:
The successful candidate must have the following experience
- Proven track record in delivering reactive response maintenance in the private residential sector and Retail and hospitality minimum 5 years’ experience.
- Proven track record in Managing and delivering P&L budgets in excess of £2 Million turnover
- Proven track record in Management of maintenance team and contractors
- Experience of compiling estimates for clients up to the value of £5,000
- IOSH managing safely Qualified
- Computer literate with Excellent communication skills amongst peer group
- Flexible and willing approach to work
- Ability to work on own initiative
- Enthusiastic and Hardworking
- Good quality and process driven person
Main duties and responsibilities:
The Company operate the Reactive and Planned department from the W1 (Head Office). Whilst the ST Manager will predominantly work from this location they will from time to time be expected to work from the other location. The ST Manager will spend time at client offices and on site and are expected to follow all health and safety requirements.
Key primary job duties and responsibilities
- Client Management and Development – ST managers are to attend regular client meetings as required to develop relationships and ensure service excellence and value for money is delivered end to end. It is expected to see organic growth from existing client’s month on month and it is the responsibility of the ST manager to report any downturn in volume from clients in a timely manner.
- Service Delivery – ST managers to ensure all work instructions are handled and delivered with the utmost professionalism and in line with the CSA document and client specific SLA’s / KPI’s. The ST Manager is expected to ensure any service-related issues are resolved within 24hrs and arrange to meet with the client to ensure continuity of service. The ST manager is to escalate any service-related issues where it is likely to affect future volumes.
- Sales – To achieve sales in line with approved forecast and ensure that any under performance is highlighted and escalated in a timely manner with an action plan for recovery. The ST Manager is expected to review sales invoices ahead of sending to the client to ensure accuracy and value for money to ensure these will paid promptly.
- Margin – Target margin is to be achieved as per approved forecast. Tasks that fall below target margin are to be reviewed, commented on and actioned accordingly. It is the responsibility of the ST Manager to ensure all costs are accounted for either via direct costs or accruals for accurate reporting.
- Debt – It is the responsibility of the ST Manager to fully support the credit controller as required and ensure aged debt is actioned and resolved.
- Health & Safety – The ST Manager is expected to carry out random spot checks of their engineers as laid out in the Risk Management document and action any under- performance. The ST Manager is to ensure that all requirements, as laid out in the Company’s Health and Safety Policy, are adhered to all the time including Permit to work, accurate and timely completion of risk assessments.
- Office Team Management – To ensure that the ST Team is fully trained and delivering service excellence all the time as per the CSA document. To regularly carry out audits of tasks raised and document training requirements and action accordingly. To provide technical assistance to the team as required. To carry out staff 1-2-1 meetings on a bi-annual basis and document these with HR.
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Candidates with the relevant experience or job titles of; Property Maintenance Services Manager, Health & Safety Manager, Building Services Manager, Property Services Manager, Facilities Management, Building Services Manager, Service Manager, Maintenance Building Control, Technical Manager, Maintenance Services Manager, Building Management Services may also be considered for this role.
