XTN-9F7B595 | FRANCHISEE BUSINESS SUPPORT SPECIALIST

To provide high-level business coaching and operational support to the franchisee network.
The primary objective is to empower "man in a van" technician franchisees of the Mr Group (TMG). These technicians are individual business owners (i.e. franchisees) who are competent in their technical role but need support in administrative, sales, and operational aspects of their work-day.

The goal is to help these franchisees maximize their local territories through superior sales techniques, efficient quote management, and compliant operational excellence. We also need to gather feedback regarding any operational issues or pain points they're experiencing––and escalate to the relevant TMG internal team.

This role acts as the bridge between the "Management Engine" (Head Office) and the "Hero on the Porch" (The Franchise)

• Up to twenty leave credits.
• Carry-over and leave monetization.
• Standard 13th-month pay.
• HMO Benefits.
• Overtime pay, holiday pay, and night differential rate, as applicable.
• Superb office space with unlimited coffee.

Key Responsibilities

Sales Coaching & Conversion
● The "On the Porch" Pitch: Train and coach franchisees on standardized face-to-face
communication skills and closing techniques to ensure conversion rates meet or exceed established brand benchmarks.
● Professional Quoting & Value Positioning: Guide franchisees in using the Bolt platform to create accurate, professional quotes. Coaching must focus on moving beyond "price-only" estimates by building a narrative of value, safety compliance, and brand reliability. This includes ensuring quotes are issued in real-time on-site to minimize "price-shopping" and maximize immediate customer commitment.
● Upselling & AIV Growth: Proactively assist the franchisee in developing the consistent daily habits required to identify and capitalize on their specific brands and multi-brand opportunities. The successful applicant must coach franchisees to present value propositions that meet or exceed the client’s expectations and in some cases, additional solutions that will add value to the initial client provided scope, ensuring the Average Invoice Value (AIV) consistently meets or exceeds brand expectations. This involves role-playing "The Walk-Around" and ensuring upselling is a standard, non-negotiable part of every site visit.

Revenue & KPI Support
● Performance Monitoring: Utilize Dash analytics to track franchisee performance against revenue targets and conversion KPIs, providing data-driven interventions where performance dips below brand standards.
● Lead Management & Opportunity Capture: Monitor lead response times and follow-up discipline to ensure maximum utilization of every lead generated by the Management Engine. This involves coaching franchisees on "closing habits on the porch" to secure immediate wins and liaising directly with Call Centre Agents to coordinate appropriate, timely follow-up for unclosed opportunities, ensuring all potential revenue is fully realized.
● Proactive Engagement with Franchisees; Identify, manage and deliver engagement opportunities with the Franchisee cohort. Developing relationships that provide improved outcomes for all stakeholders. Managing opportunities to improve by taking immediate action or by coordinating additional support mechanisms within the group.

Operational Profitability & Liaison
● Commercial Optimization: Proactively monitor franchisee schedules to optimize routing and job density; ensuring that resource optimization (minimal travel/downtime) directly translates to commercial viability (maximum GP per invoice).
● Performance Liaison: Act as the primary conduit between the Franchisee and the Franchisor, providing a dedicated platform to discuss operational concerns, troubleshoot workflow bottlenecks, and relay local market insights back to HQ.
● Proactive Feedback Loop: Facilitate regular "check-ins" to ensure the franchisee feels supported in their territory while maintaining accountability to the brand’s core efficiency standards. Ensuring that concerns or opportunities to improve are escalated appropriately.

Start-Up Readiness & Habit Formation
● Pre-Flight Readiness: Assist new Franchisees in the critical start-up stage—ensuring all equipment, tech (Bolt/Dash/Email Accounts), and compliance certifications are fully operational before the first booking. This includes liaising directly with the Contracts Team to ensure all obligatory legal,
insurance, and compliance documentation is successfully collected, verified, and uploaded into Bolt prior to the commencement of field operations.
● Launch LAM Programs: Collaborate with new franchisees to design and execute their initial Local Area Marketing (LAM) programs, ensuring they build local brand equity and self-generated lead flow from day one.
● Success Habit Coaching (The Review-at-Close): Actively coach the development of long-term success habits, with a primary focus on the "Review-at-Close" protocol. This is the habit of the franchisee physically showing the customer the completed work, confirming 100% satisfaction, preparing the client for the “review please email” that will follow. The specialist must coach
franchisees to overcome the "awkwardness" of asking for reviews and treat it as a mandatory final step of the job to drive local SEO and asset value.
● Marketing Engagement: Ensuring that the Franchisees are collating appropriate collateral that will assist the group in its collective marketing efforts. This may include participating in on the job video collection, taking appropriate before and after photos and coordinating video testimonials,as appropriate, with the franchisees,

• Proven sales experience in value‑based selling
• Experience coaching sales conversations in residential / field settings
• Proficiency in CRM and analytics platforms/ other similar platforms
• Experience reviewing and auditing field documentation (job notes, photos, safety docs)
• Compliance literacy in regulated or high‑compliance environments

• Experience in franchising or mobile trade-based (“man in a van”) businesses
• Direct experience supporting trade, home services, or service franchises
• Familiarity with ISO standards (ISO 9001, 45001, 14001, 27001)
• Background in operations, performance, or commercial support
• Experience with startup or franchise launch support
• Exposure to local area marketing (LAM) or grassroots marketing execution
• Good comm skills
• Confident
• Strong coaching and influencing skills
• High relationship‑building capability
• Confident stakeholder communication
• Attention to detail and data accuracy