PFS Group Limited is an established Fire & Security Company based in Southend, Essex. We continue to experience rapid growth in all areas of the business and are looking to expand our Service Team. We are looking for a Service Supervisor to add to our team to further support the management structure and junior roles in the department. The role will include industry specific training. Applicants should show strong experience in leading teams, monitoring workloads and reviewing KPI's.
The Team
Our Service Team currently consists of a Service Manager, Service Supervisor, multiple Service Coordinators and a team of Service Engineers. You will be working alongside these members to ensure efficient working within the team by supervising a section of the office team, assisting with any escalations, monitoring staff workload and guiding them to achieve the required SLA's and more. The PFS Group team is made up of a wide range of ages, interests and working techniques, making us a well-rounded company. Each of the team have areas of expertise which will be used to provide insight into the specific day to day tasks completed.
The Service Team works closely with our Contracts Team which consists of Estimators, Contracts Administrators, Client Account Managers and a Commercial Manager. The Contracts Team feed directly into our Service Team, so a close working relationship and ability to communicate effectively across departments is crucial to a candidates success.
Training
The Fire Alarm & Life Safety industry covers a broad spectrum of system types. We will provide as much training as required for these aspects, focusing on areas that will directly impact this position. Over time, the successful candidate will be expected to utilise other members of the wider PFS Team, engineers, other managers and so on, to gain knowledge, answers on queries and the exposure to gain a greater understanding of the industry and system types.
Training will be provided on how to use our CRM system, our processes and methods of work, expectations and requirements of the role and where applicable various tasks outside of the CRM system such as client specific portals.
Candidates will be expected to already have good knowledge on team leadership, task management, staff performance reviews and escalation and complaint handling. PFS will show the successful candidate how to complete these aspects within our CRM system and our processes.
The Role Breakdown
Below is a breakdown of the main duties and tasks that will form this role:
* Carry out duties of Service Coordinators when required, for example covering annual leave
* Covering some duties of the Service Manager during annual leave
* Provide guidance and training to Service Coordinators
* Liaising with other departments/staff to resolve issues/situations
* Leading and overseeing Service Coordinators, ensuring good task management is in place.
* Regular reports/activities relating to specific clients, including attending client meetings
* Running statistics relating to the team's performance
* Provide feedback on individuals performance through regular 1-2-1 catch ups.
* Dealing with escalations relating to the Service department – both internal and external
* Carrying out return to work meetings, probation reviews, and development review meetings alongside the Service Manager
* Work with the Service Manager to improve efficiencies and margins within the department
* Complete spot checks on individuals work as a quality control measure, use findings to provide guidance to the individuals
* Creating and updating processes
* Creating and updating training documents/guides
* Assisting with recruitment for office roles within the department. Consisting of CV reviews, team's interviews and face to face interviews
* Take part in high level meetings, such as department management meeting/Senior Management Meetings
Driving licence preferred but not required as this is an office based role.
Required skillset
Although no prior knowledge of the industry is required for this role, we are looking for individuals who can display the following attributes:
* Must be able to work constructively within a team
* Able to work independently and manage your own workload
* Calm under pressure
* Good time management and organisation
* Good team time management and organisation
* Enthusiasm and focus towards tasks, using this to drive the overall teams performance
* Attention to detail
* Desire to provide high quality work
* Good communication skills
* Escalation and complaint handling
* Accurate typing skills
* A willingness to learn
Why work for PFS Group?
We believe in ensuring we push individuals within the business and are looking for ambitious candidates who want to learn the Fire & Security industry and progress within the business in the years to come. We will work with you to develop your skills and provide honest and transparent feedback on where improvements can be made. We ensure communication between company management and staff is consistent and all members of our management team are approachable.
We conduct yearly development reviews and an annual wage review. We will initially also complete multiple catch-ups over your first few months ahead of your 6 month probation expiry to ensure you are fully aware of how you are performing. Employees are able to speak to Supervisors, Managers and even Directors at any time if they need assistance or need feedback on performance.
Progression - we are passionate about pushing our staff further and are always thinking of ways our existing staff can move into new roles in the business.
Environment - we believe in having an enjoyable office atmosphere and promote working with your colleagues to get issues resolved, enhancing learning and promoting healthy working relationships between colleagues
The Right Fit - we are always looking for individuals who fit our way of working, have a strong work ethic and a desire to always do the best job possible. We are a good sized company, able to give employees the training to do their jobs well, without being too large a business that staff feel like numbers rather than individuals.
Caring - as a growing business we have seen our number of employees expand over the years but we work hard to make sure that everyone is appreciated individually and feels wanted and respected within the business. We look to perform regular Company events including Summer & Christmas parties, Company Sports Day, Royal Park Half Marathon, and the annual PFS Group Bake Off. We also work hard to support our staff through regular department meetings, individual catch-ups where needed, annual appraisals & our Employee Financial Support Fund which we offer to all staff which allows them to borrow money to cover unforeseen emergency costs, which can then be deducted gradually from salary payments. Our Office also has a smart but informal dress code policy to ensure everyone feels comfortable.
Hours: Monday to Friday, 8am to 5pm
PFS Group is an Equal Opportunity Employer. PFS Group does not discriminate on the basis of race, religion, colour, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
To view our job applicant privacy notice please go to;
Job Types: Full-time, Permanent
Pay: £30,000.00-£32,500.00 per year
Benefits:
* Casual dress
* Company events
* On-site parking
* Referral programme
Application question(s):
* Are you able to attend our office in Southend each day?
Work Location: In person