Branch Manager

WeMaintain | Certified B Corp; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

WeMaintain is seeking a Branch Manager for the UK, based in London with responsibilities spanning service delivery, team leadership, and customer success across multiple UK locations. You will drive safe, efficient operations and coordinate with internal stakeholders to meet regulatory and company standards.

You will lead onboarding and upskilling of the field team, evolve our IoT-enabled field solutions, and ensure strong client relationships, SLA adherence, and effective communication with

Qualifications

• In-depth knowledge of the lift and escalator industry.
• Experience managing a 20+ person field organisation/team.
• Track record of meeting SLAs in high-pressure or regulated environments.

Responsibilities

• Service Delivery & Quality: Escalation point for customer service queries; coordinate with internal teams; monitor SLAs, contractor supervision, and safety compliance.
• Team Management: Onboarding and upskilling the field team; evolve field applications and IoT capabilities; run town-hall meetings; manage delegations and development.
• Customer Success: Communicate clearly with clients about shutdowns, onboarding, billing and maintenance; gather feedback; represent WeMaintain at events as needed.
• Financial: Manage operation within annual budget; establish spare parts and billing rules; develop cross-selling with sales and product teams.

Job description

Our Mission:

To place the best of human and technology at the heart of building maintenance. By combining the expertise of engineers in the field with the agility of technology, we aspire to be a major player in facilitating economic, digital, environmental, and social transitions for the better, particularly with the advent of smart buildings.

We are convinced that combining technology and innovation to enhance technical professions will be successful by granting autonomy, time, and recognition to engineers—the true experts in the field—and is essential for successful performance. This is why we develop hardware and software solutions to provide real-time, reliable, and comprehensive data to optimize building management.

Everything in the company is built around its values: Care, Grit, and Uniqueness. We apply them daily within our teams and with our clients and partners.

WeMaintain's mission is to drive the transformation of building operations with our unique end-to-end platform. Join our dynamic and energetic team as we shape the future of maintenance.

Why Join Us?

At WeMaintain, we are committed to embodying each of our values in our daily work:

• Care, in every interaction with our clients and colleagues.

• Grit, in our determination to always go above and beyond and deliver superior quality products.

• Uniqueness, in our goal to always enable everyone to feel comfortable expressing their opinions and testing their ideas to transform our industry.

Join our team and help shape the future of maintenance while working in a supportive and collaborative environment.

If you are ready to make an impact and drive change in a growing company, we would love to get to know you. Join us at WeMaintain and be part of our journey to revolutionize the industry!

Who Are We Looking For?

WeMaintain is looking for a Branch Manager in the UK, reporting directly to the Managing Director. The role is based in London while operations cover multiple locations in the UK and multiple regulated maintenance building vertical product offerings.

What Will Your Future Role Be?

Service Delivery & Quality:

• Be the point of escalation for customer service queries and complaints
• Be a player-coach to operations teams in adapting engineer routes and unit portfolios to maintain balanced workloads, manage external contractors, coordinate with insurance auditors, and drive repair teams
• Manage service capacity, implement and monitor Ops SLA dashboards around breakdown handling, client & contractor satisfaction, repair times etc.
• Review of customer contracts and requirements, preparation and follow-up of technical questions, follow-up of customer disputes/complaints
• Be the person responsible for adhering to best-in-class health & safety standards
• Partner with internal stakeholders, e.g. in-house technical experts, other operations leads, and executive leadership to ensure operations satisfy regulatory needs while pushing our global standards higher
• Proposals for service improvements and liaise with various departments (Sales, Communication, Finance, Product)

Team Management:

• Lead the ops onboarding and upskill existing team members in line with our competencies/performance management process
• Help evolve & adapt our proprietary field applications and IoT capabilities in partnership with other operations leads & product team
• Develop & own operational training and ensure the team is current on frequent tools/process improvements in conjunction with sales/product/technology teams
• Run operations town-hall meetings to ensure engineer voices are heard
• Own people topics such as delegations-of-authority, performance, development, mentoring, culture
• Structure operations teams to support regional business development
• Coordination between the various parties involved (Ops team members, subcontractors, design office, customers) to improve organisation and communication

Customer Success:

• Ensure clear communication with clients around shutdowns, new unit onboarding, billing, repair proposals/audit needs, maintenance topics, ESG proposals
• Coach operations managers around conflict resolutions/negotiations with clients
• Be a senior “face” of WeMaintain for customer site visits, clients meetings (support ops managers), gather customer feedback & service references, and, as needed, represent WeMaintain at trade events

Financial:

• Manage the operation while delivering the annual budget by
• Apply & develop rules around spare parts purchase & billing
• Develop cross-selling mechanisms with ops managers / local Sales leads and define tools to implement (standard offers, etc.)

You Are the Right Person for Us If:

• In-depth knowledge and experience of the lift & escalator industry
• Humility to learn, confidence to ensure accountability, willingness to roll up sleeves and do diverse tasks with the team
• Have managed a 20+ person field organisation/team management
• Record of meeting SLAs in a high-pressure or regulated market / data driven
• Ability to act decisively in ambiguous situations, balancing customer and field team
• Customer service mindset and good communication skills (internally and externally)