Head of Field Operations

Position: Head of Field Operations Permanent)
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