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Sureserve Group of businesses provide market leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.

Sure Maintenance, part of Sureserve, are a market leading heating and hot water specialist with 35 years of successful delivery and a growing client base.

Overview of Role:

Lead and manage the field-based operational team.

Maintain strong relationships with clients.

To think and act operationally and strategically with a constant eye on achieving high performance standards, meeting the business and clients’ expectations.
Key Responsibilities:

Build strong working relationships with the field-based team.

Ensuring high standards of Health, Safety and Environmental delivery and behaviours across the team.

To report to and work closely with the Contract Manager, as well as Regional Operations Managers

To ensure full operational duties on your contracts.

Review and approve engineer timesheets and deal with queries, in conjunction with Contract Managers.

Day to day management of field-based team, including managing and monitoring staffing levels and annual leave, sickness and other absences, reviewing and managing performance and quality, carrying out investigations and fact finds.

Lead on team communication, including carryout tool-box talks, and delivering any other company information as required to the field-based teams.

Deal with field-based team queries and where possible, act as first point of contact to informally resolve any issues and concerns.

Lead on performance and quality, assist with technical support, and mentoring and training of engineers.

Responsible for making sure all company procedures are adhered to and implement improvement where necessary.

To ensure all KPI are met along with contractual compliance.

Work and deliver within set budgets.

Responsible for customer services including complaint resolution.

Work closely with HR colleagues on employee related issues that may occur throughout the employee lifecycle.

Attend contract meetings when required.

Monitor parts usage and ensuring regular van stock checks are undertaken

To help ensure 100% compliance is met on all contracts.

As part of the complaint and escalation process, respond to feedback from customers and clients and take appropriate action; take a lead on championing customer service.

Ensure all aspects of fleet within your team are maintained to a high standard, working with Fleet to achieve this together including investigation accidents etc.

Monitor part-spend and ensure van stock checks are carried out regularly.

Maintain our reputation for producing top level performance across your contracts.

Playing a key role when mobilising new contracts, with the ability to put your own personal stamp on the situation.

Performance data production, analysis, and reporting.

Translate corporate objectives into operational achievements and success.

Work with fellow supervisors & managers within the group to facilitate the achievement of the groups objectives.

Heavily involved in recruiting of engineers and monitoring probationary periods.

Any other duties as required in line with the job role and responsibilities.
Required Attributes:

Experience in working in domestic heating and hold the relevant gas qualifications.

Previous experience in a supervisory role is desirable

Excellent leadership and communication skills

Ability to resolve issues promptly and effectively

A full UK driving license

All suitable applicants will undergo a DBS check before onboarding.
What We Offer:

Employee wellbeing programme, occupational health support, telephone support- counselling for staff

Service level awarded annual leave

Enhanced Maternity & Paternity Packages

Employee Voice Programme

Sureserve Legends- celebrating the fantastic ways in which our employees live our values.

Apply today to join our remarkable team

If you have the skills and experience we're looking for, we'd love to hear from you!

Successful applicants will be required to provide evidence of their eligibility to work in the UK, & DBS checks will be conducted prior to employment.

Sureserve is committed to fostering an inclusive and welcoming workplace for all. We value diversity and are an equal opportunity employer, providing consideration without regard to race, colour, religion, gender identity, sexual orientation, national origin, disability, age, or veteran status.

We offer reasonable adjustments in the recruitment process to candidates who require them. Please reach out to (url removed) if needed.

Applicants will be required to undergo right to work and DBS checks as part of our employment procedures