Field Installations Lead: Customer-First Projects (London)

London Door Company; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

22 days + bank holidays

Contractual pension

BHID Connect – discounts with Reward

Wellbeing centre

Employee Assistance Programme

Healthcare Cashplan

Cycle to Work Scheme

Employee Mortgage Services

Job summary

BHID is seeking a customer-focused Field Installation Manager to oversee installations across London and surrounding areas. This leadership role emphasizes building relationships, managing expectations and delivering outstanding customer experiences, alongside maintaining high workmanship standards.

As the role’s primary contact for customers, installers and internal teams, you will lead installation professionals, conduct initial product surveys, record site details, and pass information to the

Qualifications

• Outstanding customer service and relationship management.
• 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.
• Experience managing field-based teams.
• Experience in home improvement or related sectors.

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.

Skills

Customer service

People leadership

Communication

Composure

Organisation

Attention to detail

Site surveys

Numerical skills

Multi-tasking

Problem solving

Tools

Drawing Office

Job description

BHID is seeking a customer-focused Field Installation Manager to oversee installations across London and surrounding areas. This leadership role emphasizes building relationships, managing expectations and delivering outstanding customer experiences, alongside maintaining high workmanship standards.

As the role’s primary contact for customers, installers and internal teams, you will lead installation professionals, conduct initial product surveys, record site details, and pass information to the