FM Service Supervisor

GTS Group Ltd; Farnborough; On-site; GBP 40,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Pension contributions up to 10%

26 days leave + bank holidays

Holiday buy/sell option

Job summary

GTS Group Ltd in the United Kingdom is seeking an experienced FM Service Supervisor to lead a team and support up to 50 field-based engineers across major FM contracts in sectors including Banking and Healthcare.

You will own day-to-day service operations, drive performance against KPIs and SLAs, and develop the team while collaborating with Service Managers, Sales and customers to ensure service excellence and smooth delivery.

Qualifications

• Must have proven experience leading, developing and driving the performance of an operational service team.
• Experience managing or supervising a service coordination, service administration or operational support team.
• Experience working against operational KPIs and customer SLAs.

Responsibilities

• 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.

Skills

People leadership

Coaching

Performance management

Workload planning

Team development

Customer & stakeholder management

Service scheduling

KPIs & SLAs

Microsoft Excel

Tools

Microsoft Office

Excel

Job description

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.

The Role

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.

What We're Looking For

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.

What's on Offer?

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 development opportunities

The position will be predominantly office-based, particularly during the team's establishment and development, although a small amount of flexibility may be available once the function is fully established.

Applicants must already have permanent right to work in the UK. Sponsorship cannot be provided for this position.