REF 108212

Shift Pattern 9am - 5pm Monday to Friday ( Occasional Out of  Hours escalation cover)

Hybrid working 

Job objectives and responsibilities
•    Build and maintain effective professional client relationships and communications
•    Maintain Trust & Integrity across the account with all the account external and Internal
•    A point of escalation for the client and site's internal and external stakeholders
•    Team management, inclusive of training, personal development and reviews as and when required.
•    Manage areas of the business as assigned with the Job role:
   o    Overseeing reactive and servicing calls across a large portfolio of retail and logistics sites
   o    Compliance reporting and certification to BS 5839, BS 5266, BS 5306 and relevant legislation. Maintain accurate certification and audit trails for client assurance
   o    Fire alarm signalling and communication
   o    Asset database management
   o    Lifecycle modelling and Capital investment planning
   o    False alarm management – Reviewing false alarm calls to the ARC to identify potential issues and support with resolution.
   o    Supporting site Surveys and Quotation review for accuracy
   o    Supporting engineering teams with technical queries.
•    Outstanding customer service delivery and communications, whilst managing the SLA delivery across all Maintenance and Monitoring SLA's that are assigned to the roles
•    Support the Fire Compliance Manager with delivering finance reviews on a weekly/periodic basis to deliver a profitable account 
•    Cover the Fire Compliance Manager for Annual leave and Absence and report into the Head of Operations
•    Ensure responses to any client queries relating to job updates is done in a timely manner, supporting the overall account team to deliver outstanding service
•    Maintain trackers and trend graphs for comms to the customer and within the business around improvements and aspirations for the future, always striving to aspire to the next level of service delivery.

Main duties
•    Support the Management of the SLAs across all areas of the Fire contract, including maintenance, reactive calls and all role related KPI's, Reviewing All works relating to Fire including Upgrades, Surveys and Quotes
•    Look for opportunities to up sale and deliver new innovations across contract
•     Support and influence all streams of work and ensure the delivery of communication to the client as and when required such as:
   o      Workorder trackers, open calls reporting and monitoring
   o      Invoicing, weekly financial reviewing of work orders
   o      Handovers from contractor Cradle to Grave completion.
•    Ensure any complaints received are dealt with in a professional manner and all actions taken are documented and communicated to stakeholders, Fire Compliance Manager.
•    Support & manage as required any requests for attendance that comes in via client communications or third-party reporting. (ECR reporting) of fire or suppression system related issues
•    Delivering information for the Customer daily/weekly/monthly spreadsheets as and when requested.
•    Ad hoc cover for the Fire Compliance Manager as and when required
•    Support Third party projects through the Fire Compliance Manager and client.
•    Support a smooth transition of the handing over of equipment installed by third party contractors and Internal department to the service department
•    Supporting with data for projects to ensure SLAS are met
•    Provide technical expertise to assist with the creation of estimates 
•    Ensure Surveys and Quotations are arranged and compiled in accordance with the SLA deadlines by supporting and managing communications of any major failures to stakeholders and the client
•    Provide expert support during system faults, false alarms, and urgent compliance issues affecting store operations.
•    Attend remote and site-based project meetings and project completion handovers.
Be available to be on-call on a rota basis for telephone and email escalations

Person Specification
•    People management experience, an individual with excellent client and stake holders' relationship building skills
•    Excellent attention to detail
•    A team player who is capable of working autonomously when required
•    A leader that ensures their direct reports and colleagues are informed and motivated
•    A strong understanding of the importance of team development to encourage innovation and growth
•    Advanced communication and organisational abilities
•    Familiar with Microsoft applications, preferably to an advanced level
•    A Passion for exceptional customer service delivery
•    Ability to own issues and facilitate resolution through effective prioritisation and working with colleagues in engineering teams
•    Knows how to build team morale and promote personal growth
•    Familiarity with CASH for Windows or equivalent is required 
•    Commercially astute, used to a contract operating environment with SLA's and KPI's, with passion for exceptional service delivery
•    Strong technical knowledge around installation and maintenance of Fire Alarms, EVC, PAVA, Wet and Dry Risers and Sprinkler Systems.
•    Qualifications and an advanced working understanding of BS5839 (FIA or equivalent).
•    A working understanding of BS EN 12845 and BS9990
•    A working knowledge of UK Fire Safety Regulations (including Northern Ireland and Scotland).
•    Support Continuous Improvement – Enhance processes, documentation and client reporting to meet the demands of national retail operations.
On Call will operate on a rota basis with the rest of the Systems Contract approx. 1 in every 10 weeks dependant on holidays, Seasonal times can differ

Health and Safety responsibilities
•    Always follow group and company policies and procedures
•    Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
•    Use all work equipment and personal PPE properly and in accordance with training received
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

Information Security
•    Ensure compliance with Mitie's information security procedures in all activities.
•    Proactively identify and report security risks to your manager
Report actual and suspected security incidents.