Operations Manager

Field Operations Manager (Domestic Heating)

Location: Leatherhead, SurreySalary: £67,000 per annum - £6K Car AllowanceHours: Monday to Friday, Full TimeContract 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

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• Lead, motivate and manage a team of domestic heating engineers.
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• Ensure repair and servicing activities are completed safely, efficiently and in line with Gas Safe regulations.
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• Monitor daily workloads and ensure appointments are attended within agreed timescales.
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• Drive first-time fix rates and customer satisfaction levels.
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• Manage resource allocation and engineer utilisation to achieve operational targets.
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• Review performance data and implement improvement plans where required.
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Performance & People Management

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• Monitor engineer productivity, efficiency and performance against KPIs.
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• Conduct regular one-to-one meetings, appraisals and performance reviews.
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• Identify training and development needs and implement workforce development plans.
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• Support apprenticeship programmes and succession planning initiatives.
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• Address performance issues in accordance with company policy and procedures.
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Contract & Commercial Management

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• Ensure contractual obligations, service standards and performance measures are met.
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• Produce and analyse management information reports.
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• Monitor subcontractor performance and identify service improvements.
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• Support financial performance through effective resource and operational management.
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• Work closely with clients to maintain strong stakeholder relationships.
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Customer Service

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• Ensure excellent customer service is delivered across all areas.
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• Monitor complaints and ensure timely and satisfactory resolution.
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• Drive improvements in customer communication and service delivery.
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• Support the administration team in managing customer expectations and appointment scheduling.
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Compliance & Health & Safety

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• Promote and maintain a strong health and safety culture.
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• Ensure compliance with all industry regulations, company policies and legislative requirements.
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• Monitor vehicle, equipment and PDA usage.
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• Support health and safety audits, risk assessments and safe working practices.
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• Ensure all operatives have the appropriate training, qualifications and resources to work safely.
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Essential Requirements

Qualifications

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• NVQ Level 3 or equivalent qualification.
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• IOSH Working Safely Certificate (or equivalent).
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• Management of Asbestos Awareness Certificate.
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• Full UK Driving Licence.
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Experience

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• Minimum 3 years' management experience.
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• Experience leading and supervising a team of more than five operatives.
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• Experience managing operational and commercial aspects of service delivery contracts.
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• Proven experience driving performance against KPIs and service targets.
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• Strong stakeholder and customer management experience.
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