Head of Field Operations UK
Our client seeks a confident, commercially minded leader to head a high-performing Service team, delivering outstanding customer experience while driving revenue and continuous improvement.
This hands-on leadership role will oversee service operations, leading people, preventing issues, and enhancing every step of the customer journey.
Key Responsibilities:
* Lead and develop a field-based team of engineers and regional managers to meet KPI’s and deliver exceptional service.
* Manage daily operations including job scheduling, callouts, stock, and quality control.
* Track performance metrics like first-time fix rates, SLA compliance, chargeable time, and customer satisfaction to drive improvements.
* Collaborate with Sales and Customer Service to identify revenue opportunities and support upsells
* Handle customer escalations quickly to ensure lasting solutions and process enhancements.
* Structure and equip the department to support business growth and service delivery
What They’re Looking For:
* Proven experience leading service or engineering operations, preferably in field-based or technical settings
* Coaching-led leadership style with a record of building and motivating high-performing teams
* Strong decision-making skills, commercial awareness, and the ability to improve margins
* Comfortable using performance data to guide decisions
* Excellent communication and influencing skills at all levels
* Full UK driving licence and willingness to travel nationwide weekly
Benefits
* Company car
* Annual performance bonus based on KPI achievement
* 25 days holiday, gradually increasing to 28 after 5 years’ service
* Private medical cover
* Life assurance
* Company pension scheme
* On-site parking
If you’re a forward-thinking leader passionate about problem-solving and delivering excellent service, apply now to advance your leadership career.