Full job descriptionField Operations Manager (Domestic Heating)
Location: Leatherhead, Surrey
Salary: £67,000 per annum - £6K Car Allowance
Hours: Monday to Friday, Full Time
Contract Type: Permanent
Overview
We are seeking an experienced and motivated Field Operations Manager to lead a team of domestic heating engineers delivering repair, servicing and maintenance activities across residential properties. This is an excellent opportunity for a proven operational leader with a strong background in gas and heating services to drive performance, customer satisfaction and service excellence.
Reporting to Senior Management, you will be responsible for managing field-based engineers, ensuring contractual KPIs and SLAs are achieved, maintaining compliance with Gas Safe regulations, and continuously improving operational performance across the region.
Key Responsibilities
Operational Management
*Lead, motivate and manage a team of domestic heating engineers.
*Ensure repair and servicing activities are completed safely, efficiently and in line with Gas Safe regulations.
*Monitor daily workloads and ensure appointments are attended within agreed timescales.
*Drive first-time fix rates and customer satisfaction levels.
*Manage resource allocation and engineer utilisation to achieve operational targets.
*Review performance data and implement improvement plans where required.
Performance & People Management
*Monitor engineer productivity, efficiency and performance against KPIs.
*Conduct regular one-to-one meetings, appraisals and performance reviews.
*Identify training and development needs and implement workforce development plans.
*Support apprenticeship programmes and succession planning initiatives.
*Address performance issues in accordance with company policy and procedures.
Contract & Commercial Management
*Ensure contractual obligations, service standards and performance measures are met.
*Produce and analyse management information reports.
*Monitor subcontractor performance and identify service improvements.
*Support financial performance through effective resource and operational management.
*Work closely with clients to maintain strong stakeholder relationships.
Customer Service
*Ensure excellent customer service is delivered across all areas.
*Monitor complaints and ensure timely and satisfactory resolution.
*Drive improvements in customer communication and service delivery.
*Support the administration team in managing customer expectations and appointment scheduling.
Compliance & Health & Safety
*Promote and maintain a strong health and safety culture.
*Ensure compliance with all industry regulations, company policies and legislative requirements.
*Monitor vehicle, equipment and PDA usage.
*Support health and safety audits, risk assessments and safe working practices.
*Ensure all operatives have the appropriate training, qualifications and resources to work safely.
Essential Requirements
Qualifications
*NVQ Level 3 or equivalent qualification.
*IOSH Working Safely Certificate (or equivalent).
*Management of Asbestos Awareness Certificate.
*Full UK Driving Licence.
Experience
*Minimum 3 years’ management experience.
*Experience leading and supervising a team of more than five operatives.
*Experience managing operational and commercial aspects of service delivery contracts.
*Proven experience driving performance against KPIs and service targets.
*Strong stakeholder and customer management experience.