Operations Manager

Field 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.