Engineer Engagement Manager
Leeds Office • Full Time
About Zuno
When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers\' homes and lives.
Zuno offers
* A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
* A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
* Employee progression – We\'re passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
* Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
* Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
* Global investors – We\'re proud to be backed by Brookfield and part of the HomeServe Group
Job Summary
The Engineer Engagement Manager is responsible for building strong relationships with a nationwide network of subcontracted heating, AC, Electrical and renewable energy engineers. This role ensures high levels of engagement, performance, compliance, and retention across the subcontractor base. You will act as the key link between field engineers and internal operations, driving consistency in service delivery while supporting engineers in meeting business and regulatory standards.
Key Responsibilities
* Develop and maintain strong working relationships with subcontracted Heating, AC, Electrical and renewable engineers
* Act as the primary point of contact for subcontractors, addressing concerns, resolving issues, and ensuring satisfaction
* Drive engagement initiatives to improve retention, loyalty, and performance of the subcontractor network
* Support with the onboarding of engineers, including training on systems, processes, and compliance requirements
* Monitor team performance against KPIs such as job onboarding numbers, call quality, engineer satisfaction, retention and compliance
* Collaborate with operations, scheduling, and compliance teams to ensure efficient job allocation and service delivery
* Conduct regular check-ins, site visits, and performance reviews with subcontractors
* Identify skills gaps and coordinate technical or compliance training (e.g., F-Gas, Gas Safe, MCS standards)
* Promote adherence to health & safety standards and industry regulations
* Gather feedback from engineers to improve processes, systems, and overall experience
* Support rollout of new technologies, systems, or service offerings within Heating, AC, Electric and renewable sectors (e.g., heat pumps, solar PV)
* Assist in resolving escalated customer or job-related issues involving subcontractors
Required Qualifications
* Experience working with subcontractors or field-based engineers in Heating, electrical or renewables.
* Strong understanding of systems (heating, ventilation, air conditioning) and/or renewable technologies (e.g., air source heat pumps, solar PV)
* Proven experience in engagement, operations, or contractor management
* Excellent communication and relationship-building skills
* Ability to analyze performance data and drive improvements
* Strong organizational and problem-solving abilities
* Full UK driving license (role may involve travel to engineer sites)
Preferred Qualifications
* Knowledge of UK compliance and certification schemes (e.g., Gas Safe, F-Gas, MCS)
* Experience in utilities, energy services, or facilities management sectors
* Background in technical engineering or field service management
* Familiarity with workforce management or job scheduling systems
Key Skills
* Stakeholder and subcontractor management
* Performance management and coaching
* Conflict resolution and issue handling
* Data-driven decision making
* Operational coordination
* Communication and influencing skills
* Create and present presentation decks to stakeholders
Success Metrics
* Subcontractor, re-engagement retention and satisfaction rates
* Engineer performance against SLAs and KPIs
* Quality and compliance audit results
* Customer satisfaction (CSAT/NPS)
* Reduction in job rework, complaints, or escalations
* Adoption of new technologies and processes
* Onboarding targets
* Volume of work completed by each sub contractors
Benefits
* 30 days annual leave + bank holidays
* Private medical cover with Aviva*
* 4 x salary Death in Service cover with Zurich*
* Paid 6 months maternity pay after a year of service
* Paid paternity pay after a year of service
* Salary sacrifice pension matched up to 6%
* Ongoing training & development opportunities
* Social events
*After probationary period
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