Field Operations Team Lead
House of Willow Alexander — Sidcup HQ (100 % on-site)
Why this role exists
Our gardeners, window cleaners, domestic cleaners and handy-people create the magic our customers feel. Your mission is to keep that magic flowing—co-ordinating daily field ops, unblocking issues on the spot, turning crew notes into extra revenue, and transforming the occasional complaint into a loyalty-building moment.
What you’ll be doing
Focus
How it looks in real lifeMorning launch
07:30 daily huddle: review routes, kit, stock, safety checks, vibes; everyone rolls out clear on the plan.
Live crew support
Be the first call when a mower jams, a ladder won’t fit, or a customer changes scope. You triage, re-prioritise, and keep jobs on track.
Quality & standards walk-throughs
Drop in on jobs (20 % per week) to coach technique, check finish, and snap “wow” photos for marketing.
Complaints guardian
Own every service gripe from “streaky pane” to “hedge too short”. Call back fast, listen hard, dispatch fix, follow up, close the loop.
Extra-work capture
Read crew notes daily; quote & schedule upsells (e.g. gutter clear after roof sweep) within 24 h.
Crew performance & wellbeing
Track individual metrics, run 1-to-1s, flag training needs, celebrate wins, and keep pulse on morale.
Stock & kit stewardship
Ensure vans leave stocked, tools are serviced, and eco-chem inventory is cost-smart and waste-free.
Data hygiene
Verify job statuses, before/after pics and mileage so Finance and Sustainability dashboards stay squeaky-clean.
Success metrics
MetricTarget
First-time-right job completion≥ 92 %
Complaint resolution time< 24 h
Additional-works conversion≥ 20 % of crew notes become booked workField
Staff retention≥ 95 % annually
On-site quality audits
8 per week with score logged
You’ll thrive here if you…
* Have 3+ years supervising multi-trade mobile teams (facilities, FM, hospitality, soft services or similar).
* Juggle people, problems and priorities without losing your cool (or your sense of humour).
* Can coach a rookie on brush strokes one minute and soothe a fussy customer the next.
* Speak the language of KPIs and cost-to-serve but care just as much about crew wellbeing.
* Are tech-curious—our crews work from mobile apps and you’ll live in dashboards and digital job cards.
* Believe great service can heal the planet (and know a tidy van reflection is the best free ad).
Package & perks
* Competitive salary + quarterly quality/upsell bonus
* 28 days holiday + your birthday off
* Carbon-neutral pension & share-of-impact rewards
* Training budget for trade refreshers, leadership courses o
* Free barista-grade coffee and home baking (because we can)