Field Installation Manager

BHID Group; Greater London; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

22 days + bank holidays

Contractual pension

BHID Connect – retailer discounts

Wellbeing centre

Employee Assistance Programme

Healthcare Cashplan

Cycle to Work Scheme

Mortgage services

Job summary

BHID Group is seeking a Field Installation Manager to oversee installations across London and surrounding areas. You will lead installation professionals, build strong customer relationships, and ensure high workmanship standards throughout the installation journey.

You will act as the main contact for customers, installers and internal teams, driving smooth projects, resolving issues promptly and ensuring customer excellence at every stage.

Responsibilities

• Build strong relationships with customers, ensuring they feel supported and informed throughout their installation journey.
• Lead, motivate and develop installation teams to deliver exceptional service and workmanship.
• Manage customer expectations with clear communication around installation dates, progress updates and completion.
• Take ownership of customer concerns and resolve issues professionally and empathetically.
• Carry out initial product surveys after sale and before manufacture, recording measurements and site details accurately.
• Submit survey information to the Drawing Office to support accurate manufacturing and installation drawings.
• Identify site-specific requirements or discrepancies affecting manufacture or installation.
• Monitor installation performance and quality, coaching for continuous improvement.
• Collaborate with Client Services, Planning, the DO and Operations for seamless delivery.
• Conduct performance conversations with teams, recognizing success and addressing improvements.
• Drive accountability, teamwork and customer excellence.
• Ensure installations are completed safely, efficiently and to company standards.

Job description

Field Installation Manager

We’re looking for a customer-focused Field Installation Manager to oversee installations across London and the surrounding areas. This is a people-focused leadership role where your ability to build relationships, manage expectations and deliver outstanding customer experiences is just as important as ensuring a high standard of workmanship.

If you’re passionate about leading teams, solving problems and putting customers at the heart of everything you do, we’d love to hear from you.

The Role

As a Field Installation Manager, you will be responsible for leading and supporting a team of installation professionals while ensuring every customer receives an outstanding experience throughout their installation journey.

You will act as the key point of contact for customers, installers and internal departments, ensuring projects run smoothly, issues are resolved efficiently and expectations are exceeded wherever possible.

You will also be responsible for carrying out initial product surveys following the sale and prior to manufacture. This will involve taking accurate measurements, recording detailed site information and providing the Drawing Office (DO) with the information required to prepare manufacturing and installation drawings.

Key Responsibilities

• Build strong relationships with customers, ensuring they feel supported and informed throughout their installation journey.

• Lead, motivate and develop installation teams to consistently deliver exceptional service and workmanship.

• Manage customer expectations by providing clear communication around installation dates, progress updates and project completion.

• Take ownership of customer concerns and resolve issues professionally, efficiently and empathetically.

• Carry out initial product surveys following the sale and prior to manufacture, ensuring all measurements and site details are accurate and recorded in sufficient detail.

• Submit comprehensive survey information to the Drawing Office (DO) to support the preparation of accurate manufacturing and installation drawings.

• Identify and communicate any site-specific requirements, potential issues or discrepancies that could affect manufacture or installation.

• Monitor installation performance and quality standards, identifying opportunities for coaching and continuous improvement.

• Work closely with Client Services, Planning, the Drawing Office and Operations teams to ensure seamless project delivery.

• Conduct regular performance conversations with installation teams, recognising success and addressing areas for improvement.

• Drive a culture of accountability, teamwork and customer excellence.

• Ensure all installations are completed safely, efficiently and to company standards.

What We’re Looking For

Essential Skills

• Outstanding customer service and relationship management skills.

• Strong people leadership and team management experience.

• Excellent communication and influencing abilities.

• Ability to remain calm and professional when handling customer concerns or challenging situations.

• Strong organisational and problem-solving skills.

• Excellent attention to detail, particularly when taking measurements and recording technical information.

• Ability to produce accurate, detailed survey records and communicate site requirements clearly to the Drawing Office and other internal teams.

• Strong numerical skills and confidence taking accurate measurements.

• Experience managing multiple priorities in a fast-paced environment.

• A proactive and positive approach, with a focus on finding solutions.

Desirable Experience

• Experience managing field-based teams.

• Experience in home improvement, furniture, construction, retail operations or a customer-focused service environment.

• Experience carrying out site surveys, taking measurements or gathering technical information prior to manufacture or installation.

• Knowledge of fitted furniture or installation processes is advantageous but not essential, as full product training will be provided.

Benefits

• 22 days plus bank holidays, rising with service (FTE);
• Contractual pension;
• BHID Connect – through our partnership with Reward Gateway, you can save money on everyday spending and make your money go further at up to 770 retailers;
• Wellbeing centre – exercise videos, mindfulness tools, nutritional and financial advice;
• Employee Assistance Programme – access to 24/7 counselling and support helpline;
• Healthcare Cashplan - save on your everyday medical, dental, and optical costs via Westfield Health.
• Cycle to Work Scheme
• Employee Mortgage Services – through our partnership with Charles Cameron we provide access to mortgage advice and education services;

We are constantly reviewing our benefits and have some exciting new initiatives coming soon!

Why Join Us?

We’re looking for people who share our commitment to exceptional customer experiences. Technical knowledge can be taught, but a passion for people, service and leadership is what will make you successful in this role.

Should you have any questions regarding this opportunity, or if you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to contact us at [e-mail].