As part of the wider *** Group, *** is committed to protecting people and property through strong technical expertise, reliable service delivery and excellent customer care.
We are now looking for a Fire & Security Customer Compliance Manager to support our service operations and strengthen the way we manage customer compliance, reporting, subcontractor performance and service governance.
The Role
This is a key customer compliance and service governance role, reporting directly to the Service Director.
The successful candidate will act as a customer compliance champion across *** Service Operations, helping to ensure that customer servicing, appointment booking, report issue, remedial follow-up, subcontractor performance and contractual SLA requirements are monitored, controlled and escalated where required.
The role will work across Service, Small Works, Sales/Renewals, subcontractors and regional service teams to make sure customer compliance risks are visible, actioned and reported clearly.
The role covers the companies Service Operations across all regions, including the North East, Midland & North and Southern regions.
Key Responsibilities
Act as the customer compliance champion across the companies Service Operations.
Monitor customer compliance across planned preventative maintenance, service activity and remedial works.
Produce and improve standardised customer compliance reports covering serviced assets, PPM status, outstanding reports, remedials and compliance risks.
Track appointments, reports, remedial actions and customer requirements that are outside agreed standards.
Support the business in ensuring contractual SLAs are monitored and escalated where necessary.
Liaise with subcontractors regarding appointment dates, report turnaround, documentation quality and compliance outputs.
Work closely with the Small Works Manager to ensure remedials are visible, tracked and progressed where they affect customer compliance.
Support the Sales & Renewals Coordinator with the onboarding of new customers, ensuring service requirements, reporting expectations and compliance obligations are captured.
Conduct administration quality audits across customer records, job notes, reports, asset information and remedial tracking.
Support internal, financial and external compliance audits, including BAFE, ISO 9001 and ISO 14001.
Provide clear compliance updates to the Service Director, highlighting risks, overdue actions and areas requiring escalation.
Help improve processes, reporting standards and customer visibility across the service operation.
What We Are Looking For
We are looking for someone who is highly organised, confident with detail and able to work across multiple teams to get things done.
You will need to be comfortable working with customer information, service records, subcontractor updates, reports, compliance requirements and deadlines. You should be able to identify risks, follow up actions and communicate clearly with internal teams, customers and external providers.
Skills and Experience
Essential:
Ability to operate at Manager Level with Senior Internal and External Stakeholders
Strong attention to detail and excellent organisational skills.
Confident written and verbal communication skills.
Ability to manage multiple priorities, deadlines and follow-up actions.
Experience preparing reports, tracking actions or monitoring service performance.
Comfortable working with internal teams, subcontractors and customers.
Proactive approach to resolving issues and escalating risks.
Strong IT skills, including ability to analyse data using excel.
Preferred:
Experience within the fire and security industry.
Experience in a life safety, facilities management, compliance, technical service or maintenance environment.
Understanding of planned preventative maintenance, remedial works, service reporting or SLA management.
Awareness of BAFE, ISO 9001, ISO 14001 or similar audit/compliance frameworks.
What Success Looks Like
Success in this role will be measured by:
Improved customer compliance visibility.
Accurate and timely customer compliance reporting.
Reduction in overdue appointments, missing reports and unresolved compliance actions.
Better tracking of remedials from identification through to completion.
Improved subcontractor follow-up and documentation standards.
Stronger audit readiness across service records and customer compliance evidence.
Fewer customer escalations linked to reporting, communication or compliance visibility.
A smoother onboarding process for new service customers.
Why Join Us?
This is an opportunity to play an important role in a business where compliance, customer service and operational discipline really matter.
You will work directly with the Service Director and across the wider service operation, helping *** improve the way it protects customers, manages risk and demonstrates service compliance.
For someone with strong organisation skills, a customer-focused mindset and experience in fire and security, life safety, compliance or technical service environments, this is a role with real influence and purpose
Salary description
£35000.00 - £40000.00 per year