FM Service Supervisor

Permanent | Full-time | Predominantly Office-Based

We are recruiting for an experienced FM Service Supervisor to join a major organisation delivering engineering and facilities management services across some of the UK's largest customer contracts.

This is a key operational leadership position, responsible for managing a team of approximately 8 Service Coordinators/Support professionals who collectively support the activities of up to 50 field-based engineers across major FM contracts within sectors including Banking, Healthcare and other critical customer environments.

We're looking for an established people manager from a Facilities Management, Building Services, Engineering Services or similar service-led environment. You don't need to be a technical specialist or come from a Fire & Security background; however, you must understand the demands of supporting field-based engineering services and have proven experience leading, developing and driving the performance of an operational service team.

As FM Service Supervisor, you'll take ownership of the day-to-day performance of the service support function, ensuring engineers and customers receive the operational support required to deliver against contractual commitments and service levels.

Your responsibilities will include:

• Leading, coaching and developing a team of approximately 8 service support/coordinator staff.
• Overseeing the coordination and operational support of up to 50 field-based engineers.
• Managing workloads, resources, attendance and team performance to ensure operational priorities are achieved.
• Supporting the delivery of major Facilities Management contracts across Banking, Healthcare and other large customer environments.
• Monitoring performance against KPIs, SLAs and contractual service requirements, identifying trends and areas for improvement.
• Overseeing engineer scheduling, dispatch and planned maintenance activities.
• Acting as an escalation point for operational and customer service issues, ensuring problems are resolved effectively.
• Working closely with Service Managers, Engineers, Sales teams and customers to maintain excellent service delivery.
• Overseeing key service administration activities including quotations, invoicing, procurement, contract administration and service documentation.
• Supporting Health & Safety, RAMS and wider compliance processes.
• Producing operational reports and updates for senior management.
• Identifying opportunities to improve processes, systems, team efficiency and the overall customer experience.
• Supporting the implementation of new systems, processes and continuous improvement initiatives.

The most important requirement is people leadership within an FM/service operations environment.

You'll ideally have:

• Previous experience managing or supervising a service coordination, service administration or operational support team.
• A background within Facilities Management, Building Services, Engineering Services, Technical Services or another field-service environment.
• Experience supporting the delivery of services through a mobile/field-based engineering workforce.
• Strong people-management skills, including coaching, performance management, workload planning and team development.
• Experience working against operational KPIs and customer SLAs.
• The ability to manage competing priorities within a busy service environment.
• Strong customer and stakeholder-management skills, including handling escalations.
• A good understanding of service scheduling, planned/reactive maintenance and engineering support processes.
• Strong organisational, analytical and problem-solving skills.
• Good Microsoft Office skills, particularly Excel.

Experience of RAMS, Health & Safety compliance, procurement, invoicing, service management systems or strategic FM contracts would be advantageous but isn't essential.

Importantly, you do not need to be a Fire & Security specialist. We're much more interested in your ability to lead people and successfully manage a busy service support function within an FM or engineering services environment.

This is an excellent opportunity to join a large, established organisation and take responsibility for an important service function supporting major UK customer contracts.

The package includes:

• Competitive basic salary
• Annual performance-related bonus
• Employer pension contributions of up to 10%
• 26 days' annual leave + bank holidays
• Option to buy or sell an additional 5 days' holiday
• Long-term career and…