Regional Service Manager - Homebased

Join to apply for the Regional Service Manager role at Clymac Ltd, located in London and the surrounding areas.

At Clymac, you’ll have the opportunity to work with cutting‑edge technology and be part of a team that values innovation, excellence, and customer satisfaction. If you’re ready to make a difference and grow your career with a trusted industry specialist, we want to hear from you!

Key Responsibilities

• Responsible and accountable for the operational service delivery in your region, meeting PPM compliance targets and ensuring adherence to corrective SLAs of the customer and the NSI.
• Ensuring sufficient and efficient resourcing of suitably skilled and qualified engineers to deliver on the company’s commitments to its customers.
• Performance reviews of all regional engineers and competency reviews to support training requests.
• Management of the Lead Engineers to deliver a first‑class service to all our customers, whilst delegating lead engineer responsibilities of day‑to‑day management of regional engineers.
• Management of the scheduler(s) for your region to ensure efficient labour deployment on a postcode analysis and forward planning basis, and ensuring deployment of engineers on call‑out works within SLA of customers or NSI response times.
• Ensuring the scheduling teams adhere to KPIs set for customer communication.
• To ensure first‑time fix rates of 85% within your region based on good stock control, analysis of customer equipment, and sufficient technical training.
• Maximise revenue generation of engineers, meeting or exceeding targets set for each engineer classification.
• Service docket reviews for every completed engineer job per day to determine if further customer support is required paying particular attention to further action calls raised.
• Weekly reporting on engineer performance, customer service delivery within your region and C4W status of jobs.
• Review department commitment regularly, ensuring optimum utilisation of resources to achieve agreed service levels in line with agreed KPIs (engineering areas covered, callout rotas and holidays).
• Audit and authorise service department running costs Inc. - Time sheets, expenses, parts ordered, commissions, fuel expense.
• To act as escalation for customer needs, complaints, and concerns with a sense of urgency as and when required.
• Provide input for quotations and solutions to effective repairs at customer sites via the agreed internal process.
• To monitor Health and Safety Compliance completion of toolbox talks, health and safety audits (PPE, Ladder, vehicle etc.), reporting accidents, near misses and dangerous occurrences.
• To ensure Environmental Compliance safe disposal of waste (ionised detectors / WEEE etc.), returns of waste transfer and consignment notes and to ensure all operatives carry the waste transfer certificate.
• To chair and hold regular management team meetings for the regions detailing best practice and ensuring all members of the team have an opportunity to develop.
• To effectively manage aged calls ensuring backlog of all call types is managed in accordance with company targets.
• To ensure the diligent use of customer portals across the regional service team.
• Complete management of subcontractors utilised within your region.
• Ensure that each individual is clear of what is expected of them in terms of customer service and productivity.
• Take ownership of all customers in relation to all aspects of service delivery.

Requirements / Who We’re Looking For

• Good all‑round knowledge of Fire and Security Systems.
• Line Management experience (Essential).
• Technical background in the electrical/electronic industry (not a deal breaker).
• Experience of front‑line customer contact preferred.
• Self‑motivated and able to organise workload, with the ability to work on own initiative.
• Highly organised, professional and computer literate.
• Full UK Driving Licence.

Benefits

• Basic Salary Competitive.
• Car or Car Allowance.
• Pension Scheme.
• Life Assurance 4x Salary.
• Paid Referrals Scheme (up to £1,000 per successful candidate referral, unlimited referrals).
• Paid Holidays plus Bank Holidays (25 days standard plus Bank Holidays).
• Mental Health & Well‑being scheme.
• Access to continued training at the Marlowe Academy.
• Development & Progression opportunities.

Equal Opportunities

At Clymac, we cultivate a vibrant, diverse, and inclusive environment where everyone can truly be themselves. We celebrate individuality and believe that a culture of inclusion helps us better serve our customers and innovate as a team. Our commitment to equal opportunities means we’re here to support you if you need any adjustments to fully participate in the recruitment process, just let us know. Together, we can create a workplace where everyone thrives.

Right to Work

Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industries

Administrative and Support Services