Fire & Security Customer Compliance Manager
3 days ago
Leicester
is a leading provider of life safety solutions, specialising in the installation, commissioning and maintenance of fire detection, emergency lighting and integrated life safety systems.\n\nAs part of the wider * Group, * is committed to protecting people and property through strong technical expertise, reliable service delivery and excellent customer care.\n\nWe 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.\n\nThe Role\n\nThis is a key customer compliance and service governance role, reporting directly to the Service Director.\n\nThe 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.\n\nThe 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.\n\nThe role covers the companies Service Operations across all regions, including the North East, Midland & North and Southern regions.\n\nKey Responsibilities\n\nAct as the customer compliance champion across the companies Service Operations.\n\nMonitor customer compliance across planned preventative maintenance, service activity and remedial works.\n\nProduce and improve standardised customer compliance reports covering serviced assets, PPM status, outstanding reports, remedials and compliance risks.\n\nTrack appointments, reports, remedial actions and customer requirements that are outside agreed standards.\n\nSupport the business in ensuring contractual SLAs are monitored and escalated where necessary.\n\nLiaise with subcontractors regarding appointment dates, report turnaround, documentation quality and compliance outputs.\n\nWork closely with the Small Works Manager to ensure remedials are visible, tracked and progressed where they affect customer compliance.\n\nSupport the Sales & Renewals Coordinator with the onboarding of new customers, ensuring service requirements, reporting expectations and compliance obligations are captured.\n\nConduct administration quality audits across customer records, job notes, reports, asset information and remedial tracking.\n\nSupport internal, financial and external compliance audits, including BAFE, ISO 9001 and ISO 14001.\n\nProvide clear compliance updates to the Service Director, highlighting risks, overdue actions and areas requiring escalation.\n\nHelp improve processes, reporting standards and customer visibility across the service operation.\n\nWhat We Are Looking For\n\nWe are looking for someone who is highly organised, confident with detail and able to work across multiple teams to get things done.\n\nYou 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.\n\nSkills and Experience\n\nEssential:\n\nAbility to operate at Manager Level with Senior Internal and External Stakeholders\n\nStrong attention to detail and excellent organisational skills.\n\nConfident written and verbal communication skills.\n\nAbility to manage multiple priorities, deadlines and follow-up actions.\n\nExperience preparing reports, tracking actions or monitoring service performance.\n\nComfortable working with internal teams, subcontractors and customers.\n\nProactive approach to resolving issues and escalating risks.\n\nStrong IT skills, including ability to analyse data using excel.\n\nPreferred:\n\nExperience within the fire and security industry.\n\nExperience in a life safety, facilities management, compliance, technical service or maintenance environment.\n\nUnderstanding of planned preventative maintenance, remedial works, service reporting or SLA management.\n\nAwareness of BAFE, ISO 9001, ISO 14001 or similar audit/compliance frameworks.\n\nWhat Success Looks Like\n\nSuccess in this role will be measured by:\n\nImproved customer compliance visibility.\n\nAccurate and timely customer compliance reporting.\n\nReduction in overdue appointments, missing reports and unresolved compliance actions.\n\nBetter tracking of remedials from identification through to completion.\n\nImproved subcontractor follow-up and documentation standards.\n\nStronger audit readiness across service records and customer compliance evidence.\n\nFewer customer escalations linked to reporting, communication or compliance visibility.\n\nA smoother onboarding process for new service customers.\n\nWhy Join Us?\n\nThis is an opportunity to play an important role in a business where compliance, customer service and operational discipline really matter.\n\nYou 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.\n\nFor 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