We are looking for a strong and assertive Team Leader / Assistant Manager to support the Lock Service Manager in leading both our office-based Desk Team and long-standing Road Engineers. This is a key leadership role focused on improving team performance, driving accountability, and fostering a culture of professionalism and continuous improvement

Who are we? 

Banham is a family-owned; family-run business that has been providing security solutions since 1926. We operate throughout the Southeast of England offering a comprehensive service on all aspects of physical and electronic security.  Most important, however, are the people who make up Banham. Our dedicated employees live and breathe collaboration; they inspire and learn from each other while upholding our five core values: Family, Pride, Trust, Leadership, and Making a Difference. Employees who began their Banham careers as trainees now head up our key departments, and we are proud to foster a working environment that encourages staff to stay with us for many years. 

What can you bring to Banham?

The Lock Service Desk manager should support the day-to-day performance and continuous improvement of both desk and field operations. This is a hands-on leadership role designed for someone who thrives on solving problems, motivating teams, and helping deliver great service to our customers.

Working closely with the Lock Service Manager, this role plays a key part in coordinating daily activity, maintaining operational standards, and fostering strong working relationships across Stores, Sales, and Field. It is also an ideal development role for someone with aspirations to progress into more senior operational leadership

Alongside the above you will also be responsible fort the following:

Operational Coordination

• Assist in the day-to-day running of both desk and field operations, ensuring work is scheduled, tracked, and delivered efficiently.
• Monitor SLA performance, telephony metrics, job completion rates, and team KPIs—taking timely action to address shortfalls.
• Coordinate resourcing, materials, and support to keep operations running smoothly.

Team Support & Leadership

• Act as a first-line leader for desk and field-based teams, providing guidance, support, and informal coaching.
• Support onboarding of new team members and contribute to staff training and process updates.
• Step in to lead team huddles, briefings, and toolbox talks when required.

Customer Service & Escalation Support

• Monitor daily customer interactions and support the team in delivering excellent service.
• Assist in managing escalations and complaints, ensuring prompt and professional resolution.
• Help embed a “customer-first” mindset across all touchpoints.

Performance Monitoring & Reporting

• Assist in gathering and analysing operational performance data to support decision-making.
• Contribute to daily, weekly, and monthly reporting, highlighting trends, risks, and opportunities.
• Ensure the 15five platform is being actively used by the team for 1:1s, check-ins, and feedback.

Process Improvement & Compliance

• Identify small-scale improvements in process and workflow that can have a big impact on performance or service.
• Ensure compliance with operational policies, H&S standards, and quality procedures.
• Support the implementation of new systems, processes, and tools to improve service delivery.

Stakeholder Collaboration

• Maintain clear, regular communication with Sales, Stores, and Field teams to ensure daily operations are aligned.
• Liaise with the Procurement team to support material availability and reduce service delays.
• Support cross-functional projects and initiatives led by the Department or wider leadership team.

What will you get in return?

You will be entitled to a competitive salary of £35-38K PA and a great range of benefits including:

• 33 days Annual Leave (includes bank holidays)
• Sick Pay that increases with length of service
• Subsidised Private Medical Cover after completing and passing probationary period
• Annual season ticket loan & Banham interest-free loan
• Cycle to work & Home & Tech scheme (up to the value of £2k)
• Hybrid working (dependent on location and role - 3 days office based and 2 days working from home)
• Recruitment referral bonus scheme earning up to £500 per successful referral (T&Cs apply)
• Personal Accident Insurance Scheme - Accidents at work and outside of work are both covered, including personal attacks and sport-related injuries
• Auto-enrolment into our pension scheme
• Training and development opportunities (including day releases for studies/exams)
• Company equipment tailored to your role (laptop, mobile, additional screens)
• Up to 50% off Banham products
• Banham Social Events
• Employee recognition rewards and moments of magic prizes
• Byond card - a workplace benefit to access exclusive offers and discounts on your everyday spend.
• An employee assistance program (EAP). EAP gives our employees access to a 24/7 free, confidential advice service for help with personal and professional problems, which could be affecting your home life or work life, health, and general well-being. This benefit also extends to your family (available from the first day of employment)
• Charity events throughout the year – Banham is proud to be working with The Royal Marsden Cancer Charity and sponsoring The Banham Marsden March since 2010 over £13 million has been raised to make a difference for patients across the UK and the world for The Royal Marsden.

If you share our values and have the drive and enthusiasm to help us fulfil our vision, of significant growth, we would love to hear from you. Please click APPLY now to register your interest.

Banham is an equal opportunities employer providing employment to its team members and applicants without regard for their sex, gender, race, national origin, religion, age, sexual orientation, disability, or any other category protected by law.

We welcome diversity and provide equal opportunities to applicants, based on experience, talent, and qualification for the job.