Service Support Manager

Mitie; Wales; Hybrid; GBP 36,000 - 48,000; Full time

Job summary

Mitie is seeking a Service Support Manager to oversee delivery standards across multiple sites in Wales. The role is mobile and requires regular site visits, with a 37.5-hour week from Monday to Friday. You will manage audits, SLAs, and safety compliance while coordinating wages and HR processes.

Ideal candidates will have prior management experience, excellent customer service skills, and strong organisation. A UK driving licence is essential; IOSH qualification is highly desirable.

Qualifications

• Proven track record in supervising teams and delivering service standards.
• Strong customer service and communication capabilities.
• Excellent organisational and time management abilities.
• Proficient with Microsoft Office and basic IT tools.
• Full UK driving licence; company car provided (benefit).
• IOSH Health & Safety qualification is highly desirable.

Responsibilities

• Build relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Oversee daily wages and ensure Health & Safety compliance.
• Adhere to Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies.

Skills

Management experience

Customer service

Communication skills

Organisation

IT literacy

UK driving licence

Education

IOSH Health & Safety qualification

Job description

Join Mitie – the future of high performing places.

ROLE: Service Support Manager

HOURS: Monday to Friday, 37.5 hours

LOCATION: Wales and borders - Site visits

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).

What we are looking for:

• 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,