Service Support Manager

Mitie Group plc.; Exeter; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Mitie Group plc is seeking a Service Support Manager / Area Manager to support our Network Rail contract. You will drive delivery of service standards, ensure SLA compliance and adherence to cleaning specifications and safety procedures across multiple sites.

The role is mobile and hybrid, requiring visits to various locations. Strong management, customer service and audit skills are essential, with a full UK driving licence and willingness to travel.

Qualifications

• Proven management experience in service delivery.
• Strong customer service and communication skills.
• Audit and SLA monitoring experience.
• Excellent organisational and time management abilities.
• Full UK driving licence and willingness to travel.

Responsibilities

• Build strong relationships with contract clients and conduct audits.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with policies (HR, QHSE, RTW, Vetting, Compliance).

Job description

Mitie have an exciting new opportunity for a Service Support Manager / Area Manager to support our contract with Network Rail. You will be responsible for the delivery of excellent service standards, while meeting SLA agreements and adhering to cleaning specifications and compliance procedures. This position is a mobile / hybrid position as you will be visiting multiple sites.

Main duties:

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).

Previous management experience,

• Excellent customer service and communication skills,
• Strong organisational and time management abilities,
• IT literacy, especially in Microsoft Office,
• Full UK clean driving licence (company car provided),
• IOSH Health & Safety qualification is highly desirable