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Role OverviewKey Responsibilities:

Operational Leadership:

Lead and manage the Central Services team, including the Control Room, Helpdesk, Engineering Support, and the Engineering Team, ensuring efficient and effective service delivery.
Develop and implement strategies to improve response times, service efficiency, and overall customer satisfaction.
Ensure efficient coordination between Central Services and other business units to maintain service continuity and operational excellence.
Oversee the performance of the engineering support function to ensure effective technical assistance, resource deployment, and rapid issue resolution.

Customer Service & Relationship Management:

Act as the primary escalation point for customer queries and complaints, ensuring timely and satisfactory resolutions.
Drive a customer-first approach, ensuring all service interactions align with FRG’s high standards for professionalism and responsiveness.
Collaborate with internal stakeholders to enhance the overall customer journey and implement service improvements.
Ensure all customer interactions and service requests are logged, tracked, and reported for continuous improvement.

Team Leadership & Development:

Recruit, train, and develop team members, fostering a culture of excellence, accountability, and continuous improvement.
Set clear objectives, conduct regular performance reviews, and provide coaching and support to enhance individual and team performance.
Promote a high-performance culture within Central Services, ensuring alignment with FRG’s EPIC values, business goals, and strategic objectives.

Process Improvement & Compliance:

Implement and maintain best practices for service management, ensuring compliance with industry standards and company policies.
Develop and refine workflows to optimise efficiency, including the use of technology and automation where applicable.
Ensure compliance with health & safety regulations, company policies, and industry standards.
Conduct regular audits and performance reviews to ensure continuous service improvement.

Reporting & Performance Analysis:

Monitor, compile, and confidently present key performance indicators (KPIs) to the Board, demonstrating effectiveness and identifying areas for improvement.
Prepare reports and updates for senior management and other departments on service levels, customer feedback, and operational challenges.
Use data-driven insights to drive decision-making and improve service delivery.
About the RoleFirst Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together. We are pioneers in our field, and we seek to inspire every person to reach their maximum potential.

The Central Support Manager oversees the customer service functions within First Response Group’s Central Services, ensuring seamless operations across the Control Room, Helpdesk, Engineering Support, and the Engineering Team.

This role is pivotal in maintaining service excellence, supporting operational activities, and fostering strong customer relationships to enhance FRG’s reputation for outstanding service.

Essential SkillsKey Skills & Competencies:

Strong leadership and people management skills, with experience in leading multi-functional teams.
Exceptional customer service skills, with a proven ability to manage client expectations and resolve issues effectively.
Excellent problem-solving abilities, with a proactive and strategic approach to service delivery.
Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
Knowledge of engineering support and control room operations is highly desirable.
Strong communication and stakeholder management skills, with the ability to engage effectively at all levels.
Competency in using service management software and reporting tools.

Qualifications & Experience:

Experience in a leadership role within customer service, operations, or technical support, ideally in a security, engineering, or facilities management environment.
Proven experience in managing helpdesk or control room operations.
Knowledge of engineering services and technical support functions.
Strong understanding of service management principles and continuous improvement methodologies.
Full UK Driving Licence