Coordination & Compliance Supervisor - Oldham

Location: Oldham Office

Job Function

The Service Development Lead is responsible for driving operational excellence within the fire and security service delivery function The role focuses on improving service efficiency, supporting technical decision\-making, managing quotation processes, and ensuring high\-quality reactive service delivery

This position acts as a key interface between engineering teams, Service Co\-ordinators, Call Planners, and commercial functions, while also providing leadership, guidance, and process oversight across the service desk

Principal Accountabilities

• Quote Creation \& Management


• Prepare accurate and timely service quotations for remedial works, upgrades, and variations


• Review engineer reports and identify chargeable works opportunities


• Ensure quotes are technically compliant, commercially viable, and aligned with contractual requirements


• Track quotation status and follow through to conversion


• Support Service Managers in identifying revenue growth opportunities


• Ensure service quoted works are planned, tracked, and monitored through to completion


• Reactive Call Progression


• Oversee and manage the lifecycle of reactive service calls from initiation through to completion


• Ensure all incoming service requests are correctly logged within Alarm Master by Service Co\-ordinators / Call Planners


• Ensure works are in scope, correctly prioritised in line with SLAs, and scheduled to maximise productivity


• Ensure faults are diagnosed effectively and progressed without unnecessary delays


• Coordinate with engineering teams and service coordinators to maintain SLA adherence


• Monitor ‘in progress’ and ‘service incomplete’ jobs to ensure no return visits or out\-of\-scope works are missed


• Escalate critical issues where service delivery is at risk


• Receive and act on breached job reports, supporting re\-planning and resolution to bring performance back in line


• Ensure escalation and chase emails are prioritised and addressed appropriately


• Monitor performance and identify process improvements in call handling and resolution


• Technical Input for Call Progression


• Provide technical guidance to support fault diagnosis and resolution


• Assist in determining required parts, labour, and remedial actions for reactive calls


• Act as the technical escalation point for complex service issues


• Support queries relating to return visits and provide clear direction on required follow\-up actions


• Ensure compliance with relevant fire and security standards and regulations


• Support remote troubleshooting to reduce site visits where appropriate


• Planned Preventative Maintenance (PPM) \& SLA Compliance


• Ensure client PPM visits are planned efficiently and in line with contractual SLA requirements


• Monitor PPM delivery to ensure completion within defined service windows


• Ensure all client PPM documentation is uploaded to relevant client portals in a timely manner


• Drive continuous improvement in PPM scheduling, delivery, and reporting processes


• Service Desk Oversight \& Coordination


• Provide operational support and guidance to Service Co\-ordinators and Call Planners


• Assist with job queries, scheduling issues, and operational challenges across the service desk


• Provide holiday and absence cover support as required


• Train, coach, and mentor Service Co\-ordinators / Call Planners on processes, systems, and best practices


• Ensure consistent adherence to processes, systems (including Alarm Master), and service standards


• Promote a proactive approach to workload management and service delivery


• Tender Support


• Assist the sales and commercial teams with technical input for service tenders and bids


• Develop service delivery methodologies and pricing structures for submission documents


• Review specifications and ensure proposed solutions meet client requirements and industry standards


• Support mobilisation planning for new contracts where required


• First Line Equipment Support (Escalations)


• Act as the first line of technical support for escalated issues relating to systems and equipment


• Provide expert knowledge on fire detection, access control, CCTV, and intruder systems


• Liaise with manufacturers and suppliers for technical support and product updates


• Maintain awareness of emerging technologies and recommend improvements where appropriate

Essential

• Strong knowledge of components within fire and/or security systems (e g , fire alarms, CCTV, access control, intruder alarms)


• Experience in a service delivery, coordination, or technical support role


• Experience in quotation preparation and cost analysis


• Strong problem\-solving and diagnostic skills


• Experience managing or supporting SLA\-driven service environments


• Ability to lead, train, and support service desk teams


• Excellent communication and stakeholder management abilities


• Strong understanding of service KPIs, SLAs, and operational processes

• Experience supporting tenders or bids within service environments


• Knowledge of relevant standards (e g , BS 5839, NSI Gold requirements)


• Familiarity with service management systems (e g , Alarm Master, CAFM tools)


• Previous leadership or supervisory experience

• Customer\-focused with a commitment to service excellence


• Proactive and solution\-oriented mindset


• Strong attention to detail and organisational skills


• Ability to work under pressure and prioritise effectively


• Confident communicator with strong written and verbal skills


• Collaborative team player with the ability to influence across functions


• Committed to developing others and driving continuous improvement

• Quote turnaround time and conversion rate


• Reactive call resolution times (SLA adherence)


• First\-time fix rate


• Reduction in repeat faults


• Technical escalation resolution time


• PPM completion rates and SLA compliance


• Service desk productivity and scheduling efficiency


• Contribution to service revenue growth

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