Business Support Manager

Mitie Cleaning & Hygiene Services; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

Choices lifestyle benefits

MiDeals discounts

Cycle-to-work

Life cover

Enhanced pension contributions

Share plan

Job summary

Mitie Cleaning & Hygiene Services is seeking a senior leader to head the central business support function for the Fire business, coordinating a team of Coordinators and Administrators to ensure accurate, timely administration, reporting and stakeholder liaison for compliant, commercial service delivery.

You will set standards, allocate resources, monitor performance and provide management information to support mobilisation, HR processes and financial controls.

Qualifications

• Experience leading a team of Coordinators or Administrators.
• Strong operational administration and process management in a multi-site environment.
• Ability to plan resources and deliver to tight deadlines.
• Attention to data quality and management information (MI).
• Good commercial awareness supporting purchase-to-pay, payroll and invoicing processes.
• Excellent written and verbal communication; proficient in MS 365.
• Understanding of confidentiality, GDPR, information security.
• Desirable: experience in fire protection or compliance-led services.

Responsibilities

• Lead and develop the Coordinator/Administrator team; set standards and service expectations.
• Oversee end-to-end central admin and coordination for the Fire business.
• Ensure requests are logged, owned, prioritised and progressed with stakeholders.
• Maintain consistent admin standards across contracts and regions.
• Manage information required for mobilisation, service delivery and reporting.
• Provide cover and contribute to audits, compliance and people processes.

Skills

Team leadership

Performance management

Stakeholder communication

Data quality & MI

Microsoft 365

Confidentiality & GDPR

Compliance & governance

Financial controls

Education

Business administration degree

Tools

HRIS systems

Job description

Better places, thriving communities.

This is a Fixed Term Contract covering a Maternity Leave.
Role purpose

Lead and continuously improve the central business support function for the Fire business. The role manages a team of Coordinators and Administrators, ensuring consistent, accurate and timely support across operational administration, customer and contract coordination, people processes, training, systems, reporting and financial controls. The postholder will set clear standards, allocate resources, manage priorities and provide reliable management information to support safe, compliant and commercially effective service delivery.

Key Accountabilities

Leadership and team management

• Provide day-to-day leadership and line management for the Coordinator and Administrator team, creating clear responsibilities, priorities and service standards.
• Plan and balance workloads across the team, ensuring appropriate cover for absence, peak periods, month-end activity and business-critical deadlines.
• Set objectives, hold regular one-to-ones and team meetings, and support induction, training, coaching and development.
• Promote a collaborative, respectful and accountable team culture, addressing issues promptly and escalating employee relations matters through the correct channels.
• Maintain role profiles, process ownership and succession or contingency arrangements for key support activities.

Business support and operational coordination

• Oversee the end-to-end delivery of central administrative and coordination activities across the Fire business.
• Ensure requests are logged, owned, prioritised and progressed within agreed timescales, with clear communication to internal and external stakeholders.
• Maintain consistent administrative standards across contracts and regions, including document control, records, meeting support, correspondence and shared mailboxes.
• Coordinate operational information required for mobilisation, service delivery, project support, planned activity and business reporting.
• Provide effective cover and hands-on support when required, while retaining accountability for overall team performance.

Systems, data and reporting

• Champion the correct and consistent use of relevant business systems, ensuring the team is trained and records are complete, accurate and current.
• Own key support trackers, dashboards and reporting routines, including data quality checks and timely submission of weekly and monthly information.
• Provide management information on workload, service performance, outstanding actions, risks and trends.
• Identify recurring data or process issues, agree corrective actions with stakeholders and monitor these through to closure.
• Maintain appropriate access controls, document retention and information security in line with company requirements.

People, training and compliance support

• Act as the central liaison between the Fire business and People, Recruitment, Learning and Development, QHSE and other support functions.
• Oversee administration for starters, leavers, changes, recruitment, mandatory training, competence records, holidays and other people processes.
• Maintain accurate training and competence information, highlight gaps and coordinate actions required to support compliance.
• Ensure personal and sensitive information is managed confidentially and in accordance with data protection requirements.
• Support audits and assurance activity by ensuring required records are available, controlled and accurate.

Financial and commercial administration

• Oversee accurate and timely administration of purchase orders, invoices, expenses, payroll inputs, contract or job set-up and vendor information, in line with delegated authority and financial controls.
• Work with Operations, Commercial and Finance teams to resolve queries, missing information and aged actions promptly.
• Support month‑end readiness by ensuring agreed trackers, approvals and supporting records are complete and current.
• Monitor administrative controls and elevate any risk of duplicate cost, delayed billing, incorrect coding or non‑compliant expenditure.

Process improvement and stakeholder management

• Document, standardise and regularly review business support processes, responsibilities and hand‑offs.
• Lead practical improvements that reduce duplication, improve visibility and make the service easier for operational teams and customers to use.
• Build effective working relationships across Operations, Commercial, Finance, QHSE, HR, L&D, Procurement, Fleet, IT, Sales and Bids.
• Support mobilisations, organisational changes and systems transitions, ensuring risks, actions, communications and training are controlled.
• Gather feedback from service users and use it to improve team performance and customer experience.

Key measures of success

• Agreed support activities and reports completed accurately and on time.
• Clear ownership, prioritisation and visibility of team workload and outstanding actions.
• High‑quality records, trackers and system data, with issues corrected promptly.
• Mandatory training, people administration and compliance records maintained to the required standard.
• Financial administration completed in line with process, delegated authority and month‑end deadlines.
• Demonstrable process improvements and positive stakeholder feedback.
• A capable, engaged and resilient team with effective cover and development plans.

Person specification

Essential Experience And Skills

• Previous experience managing and developing a team of Coordinators, Administrators or a comparable business support function.
• Strong operational administration and process management experience in a multi‑site, service, construction, facilities management or similarly regulated environment.
• Ability to plan resources, manage competing priorities and deliver accurately to tight deadlines.
• Confident working with management information, trackers and reports, with strong attention to detail and data quality.
• Good commercial awareness and experience supporting purchase‑to‑pay, payroll, invoicing, job set‑up or related financial processes.
• Excellent written and verbal communication skills, with the confidence to engage and challenge appropriately at all levels.
• Proficient in Microsoft 365 applications, particularly Excel, Word, Outlook, PowerPoint and Teams, with the ability to learn business systems quickly.
• Understanding of confidentiality, GDPR, information security, health and safety and controlled document requirements.

Desirable

• Experience within Fire, Passive Fire, Fire Protection or another compliance‑led technical service.
• Experience supporting business change, mobilisation or systems implementation.
• Relevant qualification in business administration, management or leadership.

Benefits

• Our market‑leading offering provides you with benefits that suit your lifestyle.
• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
• We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
• When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
• We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. And we have a cycle‑to‑work scheme.
• Life cover of up to four times your salary is available.
• We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Benjamin Webber at [e-mail].

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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