About the Role

[Employer hidden — sign up to reveal] is seeking a Minor Works Manager to lead the FAFS Fire & Security Minor Works Department based in Gravesend. The role involves managing a team of engineers, overseeing quotations, order processing, labour scheduling, certification, and invoicing for minor works projects. The manager will ensure high standards of service delivery, maintain customer relationships, and drive operational efficiency within the department.

Responsibilities

• Manage the FAFS Minor Works Dept and its staff, maintaining high standards and creating a teamwork ethic.
• Create and maintain good working relationships with regional/desk service managers, desk operators, and salespersons.
• Manage quotations, order processing, equipment procurement, labour scheduling, certification and invoicing of all minor works, including low-value installs/repairs/modifications, defects/remedial works, critical failures, and investigations for alarms/systems works for service contracted customers.
• Provide reports as required, including backlog reports and input for the monthly board report with accurate data and forecasts.
• Manage all minor department systems/alarms invoicing to achieve the forecasted number at the end of each month.
• Promptly review Calls and fast-tracked response requests for all minor works and ensure first-class onboarding and processing of new orders.
• Work closely with customers, providing an exceptional level of customer service from initial contact through to completion.
• Manage engineers to ensure technical and industry competence, and ensure a proficient labour force to deliver workbank to meet customers' expectations.

What Your Role Will Look Like

• Provide a high level of services to customers and strive to exceed customer expectations.
• Manage the service sales / DRS team to ensure quality defect reports and quotations are issued in line with our KPI's.
• Provide first-class service to customers to retain business and create a platform to develop, build and expand business.
• Review workbank and ensure prompt delivery.
• Review quote bank and ensure prompt response.
• Ensure the Cash database is kept accurate for all quotations and calls to manage the minor works dept.
• Allocate engineers to complete minor works in an efficient manner.
• Effectively communicate with our customers to ensure a good understanding of our engineers' proposed works, attendance date as well as proposed completion.
• Follow up engineer's work attendance, ensuring work is completed, and provide paperwork to the customer, including an invoice.
• Ensure that all new orders receive prompt onboarding information in terms of health and safety information, scheduling updates, equipment procurement and compliance certification.
• Ensure all critical failures are verbally reported by engineers and actioned the same day.
• All documentation being completed and reaching the required destinations within the agreed time limits.
• Taking care that the responsible person is satisfied with the service they receive.
• Ensure MBR information is provided promptly on the 2nd week of each calendar month.

Who We're Looking For

• Able to work independently.
• To run a team of admin staff and ensure proactive response to resolving problems.
• Able to plan, implement and complete activities without assistance.
• Deal with customers, end-users, construction personnel and in-house staff in a professional manner.
• Good verbal and written communication skills.
• To operate business procedures within the framework of BN EN ISO 9001:2000.
• Strong knowledge of Microsoft Office.

Benefits

We offer a virtual GP, financial wellbeing assistance (Salary Finance), flexible lifestyle benefits platform (Choices) including extra holiday, critical illness insurance, dental, technology discounts, high street discounts via MiDeals, cycle-to-work scheme, life cover up to 4x salary, enhanced pension, save-as-you-earn scheme, and [Employer hidden] Matching Share Plan. Employees can earn [Employer hidden] Stars with cash prizes up to £10,000 annually.

About [Employer hidden — sign up to reveal]

Since 1987, [Employer hidden — sign up to reveal]’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, serving clients in banking, government, hospitals, and schools. Join our [Employer hidden — sign up to reveal] Team. Together our diversity makes us stronger.