Service Manager - Wessex Fire & Security, Shaftesbury

Service Manager Job Purpose

As head of the Service Department lead, manage and develop the service activities.

Manage service department team members, including customer service interactions, reports, and repairs. Provide the highest level of customer service with a sales-minded attitude while developing lasting customer relationships.

Improve both field and office productivity and with it the overall profitability of the service business

Service Manager Job Duties and Responsibilities

  • Manage the Service Department team members, including Engineers, Technical Support, and Administration.
  • Manage the PPM and reactive activities of the business, ensuring compliance with company policy and NSI standards.
  • Manage the day to day administrative activities within the department, ensuring compliance with company policy and NSI standards.
  • In liaison with the Managing Director and the Group’s HR Manager, assist with recruitment, staff development and general human resource management within the department.
  • Drive H&S forward and ensure compliance.
  • Offer exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services. Ensuring any customer concerns or complaints are quickly and professionally resolved.
  • Produce a monthly department report.
  • Resolve service and reactive problems and improve current processes to increase productivity and profitability.
  • Monitor department issues and client complaints to define patterns and work to lessen those recurring issues
  • Regularly check work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly.

This list of responsibilities and duties is not exhaustive and the Company will expect you to perform other duties relevant to the job title.

Essential Skills

  • Previous experience in a similar role within a service industry with a proven track record.
  • Previous line management experience at a similar level with a similar number of direct reports.
  • Strong Customer-Facing Skills.
  • Strong written and verbal communication skills.
  • Self-Motivated and able to work under pressure.
  • Troubleshooting / Creative Problem-Solving.

Desirable skills

  • Working knowledge of the Fire and Security industry standards and practices.


  • Pay depending on qualifications and experience
  • BUPA medical insurance
  • Accident and Sickness Insurance
  • Life Assurance
  • Auto-Enrolment Pension
  • Childcare Vouchers

All subject to qualifying periods of employment and Conditions of Contract.

or an application form please CLICK HERE.

Or for further information please email or call 01747 858039 (No agencies please).

Due to a high volume of responses we may be unable to feedback to all applicants, therefore if you do not hear from us within 2 weeks please consider your application unsuccessful.