Operations Manager in Sutton
Job Description
Field Operations Manager (Domestic Heating)
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Location: Leatherhead, SurreySalary: £67,000 per annum - £6K Car AllowanceHours: Monday to Friday, Full TimeContract Type: Permanent
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Overview
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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.
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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.
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Key Responsibilities
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Operational Management
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- 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.
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Performance & People Management
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- 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.
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Contract & Commercial Management
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- 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.
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Customer Service
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- 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.
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Compliance & Health & Safety
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- 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.
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Essential Requirements
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Qualifications
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- NVQ Level 3 or equivalent qualification.
- IOSH Working Safely Certificate (or equivalent).
- Management of Asbestos Awareness Certificate.
- Full UK Driving Licence.
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Experience
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- 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.
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