Job Description

Camera Security Services is a leading provider of advanced fire and security systems across the UK. We specialise in delivering cutting-edge solutions for commercial, industrial, and high-end residential customers. With a commitment to technical excellence and outstanding customer service, we deliver CCTV (VSS), Access Control, Intruder, and Fire Alarm systems that are reliable, robust, and fully compliant with industry regulations.

We are seeking an experienced and technically strong Service Manager to lead our engineering team. This is a key leadership position responsible for day-to-day management of our Service Engineers and ensuring compliance with NSI, BAFE, and H&S standards. You'll act as the primary technical escalation point, driving operational performance while maintaining quality and safety across all service activities.

Key Responsibilities

Provide day-to-day leadership and line management for the Service Engineering team, ensuring high standards of performance, professionalism, and customer service. Monitor and oversee all service activities, including PPM and reactive maintenance, ensuring tasks are completed within agreed SLAs (CCTV/Access - 5 days, Fire/Intruder - 4 hours). Act as the technical escalation point for complex service issues, providing hands-on support where necessary. Ensure the company maintains compliance with NSI, BAFE, and health & safety standards, and proactively drive improvements to documentation, audits, and inspections. Liaise closely with the Installation Manager and Operations Director to support business-wide service strategy, improve delivery, and align departmental objectives. Track all active service calls, faults, and PPM schedules via the CRM, ensuring accurate records and performance visibility. Generate monthly performance reports covering SLA adherence, first-time fix rate, false alarm statistics, and present insights to the Operations Director. Review and control warranty/quality issues, escalate significant risks, and propose corrective action plans. Oversee the service call-out rota, engineer holiday planning, and service van stock levels to ensure full operational coverage. Lead recruitment, onboarding, training, and performance development for all service engineers. Produce small works/service quotations within 3 business days and ensure all chargeable works are pre-approved and invoiced within 3 working days of completion. Support CRM integrity by ensuring timely and accurate updates on service jobs and RMA returns. Carry out site inspections and engineer audits to ensure quality, compliance, and customer satisfaction. Collaborate with procurement and service admin to manage parts, RMAs, engineer timesheets, and customer paperwork.
Job Type: Full-time

Pay: 35,000.00-45,000.00 per year

Benefits:

Company events Company pension Free parking On-site parking
Ability to commute/relocate:

Chippenham: reliably commute or plan to relocate before starting work (required)
Experience:

Security: 3 years (required)
Language:

English (preferred)
Licence/Certification:

First Aid Certification (preferred) SIA (preferred) Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person