As Franchisee Support, you will play a key role in supporting and managing our franchisee network, ensuring they maintain the highest standards of service and represent the Pimlico brand with excellence. This role owns the full franchisee lifecycle from working with our external recruitment partner and onboarding to day‑to‑day support and proactive management. You will focus on ensuring franchisee availability meets operational demand, delivering engaging and effective onboarding, providing hands‑on Simpro support, and maintaining all associated administration. By working closely with our franchisees, you will ensure they remain fully equipped, compliant, and supported to deliver outstanding service to our customers. Key responsibilities Provide day‑to‑day operational and support to franchisees, ensuring they have the information, guidance, and tools needed to deliver high‑quality service. Proactively managing franchisee availability, ensuring coverage meets business demand and addressing gaps before they impact service levels, by actively calling franchisee’s to get ahead of service delays. Lead the end‑to‑end onboarding process for new franchisees, ensuring all paperwork, admin, system access, and compliance steps are completed accurately and on time. Deliver engaging and effective induction sessions, clearly setting expectations around service standards, systems, compliance, and Pimlico’s standards. Provide proactive and hands‑on Simpro support, helping franchisees navigate workflows, job management, documentation, and operational processes. Maintain full oversight of onboarding administration, ensuring records, compliance documents, system profiles, and training completions are up to date. Build strong relationships with franchisees, maintaining regular communication, offering guidance, and proactively addressing performance issues. Escalating performance issues to the Head of Service Delivery when required. Ensure franchisees and franchisees understand and adhere to Pimlico’s standards, reinforcing quality, professionalism, and service excellence. Proactively monitoring the network to identify issues early, taking preventative action, providing fortnightly updates to the Head of Service Delivery, and escalating urgent matters as needed. Contribute to continuous improvement, providing feedback on onboarding, system use, and franchisee support processes. What We’re Looking For • Experience supporting a franchise, field, or contractor network • Strong onboarding and training delivery skills • Hands‑on experience with operational systems • Excellent relationship‑building and communication abilities • High level of organisation and administrative accuracy Neighborly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year. Our Brands: Pimlico Plumbers Drain Doctor Bright & Beautiful Countrywide Grounds Maintenance Dream Doors Greensleeves Lawn Care Brand: PIM UK Pimlico