Field Service Performance Manager

Blue Square; United Kingdom; Remote; GBP 30,000 - 36,000; Full time

Job summary

A leading retail marketing agency in the UK seeks a National Performance Coordinator to enhance service delivery in the Domestic Appliance and TV divisions. The role focuses on managing field performance, improving repair processes, and building strong relationships with partners. Competitive salary of up to £36,000, along with performance bonuses, company car, and development opportunities. Ideal candidates have experience in service management and are passionate about quality improvement.

Benefits

Competitive Salary

Performance Bonus

Company Car

Company Sick Pay

Samsung Discounts

Life Assurance

Development Opportunities

Qualifications

• Experience managing field performance in service or repairs.
• Strong interpersonal skills for face-to-face interactions.
• Ability to identify and solve process inefficiencies.
• Valid UK driver’s license required for field travel.
• Competent in using Microsoft 365 tools for data analysis.

Responsibilities

• Drive improvements in service quality and repair turnaround times.
• Build relationships with third-party repair partners.
• Conduct on-site visits to observe and improve processes.
• Lead mini-projects for better service delivery.

Skills

Field performance management

Process transformation

Data analysis

Microsoft 365 tools

Customer experience enhancement

Job description

ARE YOU THE ONE?

Are You the One to Drive Change in Customer Experience?

Join Blue Square to represent Samsung UK as our new National Performance Coordinator – Field Based (Domestic Appliance & TV Division)

At Samsung UK, we’re passionate about delivering world-class experiences – not just at the point of purchase, but every step beyond it.Our Customer Experience (CX) team is the driving force behind that promise, covering everything from Domestic Appliances to TVs – essentially, everything non-mobile that Samsung creates.

We’re looking for a National Performance Coordinator (NPC) to help us continuously improve the speed and quality of repairs and post-sale support across our authorised third-party repair network.

This isn’t your typical desk job. You’ll be on the road, field-based, with the autonomy to manage your own diary.One week you could be in Scotland, the next London – working closely with external partners and internal teams to improve service quality, drive faster turnaround times, and deliver repairs that last.

You’ll also contribute to team-based KPIs, support mini-projects, and help shape the in-life repair journey through performance coaching, data insights, and process improvement.

WHAT YOU’LL BE UP TO

PARTNER SUPPORT & FIELD ENGAGEMENT

• Build strong relationships with Samsung’s third-party domestic and TV repair partners.
• Holding regular performance meetings with key stakeholders across our repair network partners
• Conduct on-site visits to observe workshops, sit with admin teams, and understand real-time challenges

PROCESS IMPROVEMENT

• Drive improvements in First Time Completion Rates (FTC) and reduce Customer Turnaround Time (C-TAT).
• Identify patterns in underperformance and lead targeted interventions
• Help partners streamline their triage process and optimise spare parts handling (e.g. van stock, cut-off times, bulletin compliance)
• Provide support and coaching on specific issues – from repair delays to admin bottlenecks
• Empower partners with best practices, feedback, and tools for improvement.

PROCESS IMPROVEMENT

• Drive improvements in First Time Completion Rates (FTC) and reduce Customer Turnaround Time (C-TAT).
• Identify patterns in underperformance and lead targeted interventions
• Help partners streamline their triage process and optimise spare parts handling (e.g. van stock, cut-off times, bulletin compliance)

PROBLEM SOLVING

• Identify areas for improvement in the CX infrastructure and implement necessary changes.
• Request support from the Operations team to address issues like spare part delivery (shortages or damages), warranty claims

DATA, COMPLIANCE & CONTINUOUS IMPROVEMENT

• Work with the Network Support Team to improve service data accuracy and reporting compliance
• Monitor key metrics (e.g. Long Term Pending, Scorecard KPIs) and implement change where needed
• Support larger CX projects by tracking deliverables and sharing insights.

INNOVATION & CHANGE MANAGEMENT

• Lead or contribute to mini-projects designed to enhance service delivery.
• Support the rollout of new tools, processes, or product launches with your partner network
• Champion a mindset of continuous improvement and quality enhancement

ARE YOU OUR PERFECT PARTNER?

This role isn’t about sales – it’s about service excellence and process transformation.

• You're experienced managing field performance, compliance or working as a Service/Repairs Field Manager
• You're passionate about being out on the road, interacting face-to-face with partners and teams
• You're able to drive behavioural change, even without direct authority
• You're able to spot process inefficiencies and design practical solutions
• You're autonomous, confident making on-the-ground business decisions
• Your competent with Microsoft 365 tools to analyse data, build plans, and communicate clearly
• You hold valid UK driver’s licence – field travel is essential

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: up to £36,000 Per Annum
• Performance Bonus: 15%
• Company Car
• Company Sick Pay
• Samsung Discounts
• Life Assurance: 4 times your annual salary
• Rewards hub
• Development Opportunities– our teams have historically moved into all manner of other jobs!

WHO ARE WE?

We’re Blue Square.An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands.We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success.We go above and beyond to support, develop and nurture our talented employees to drive personal growth and love what they do.

At the heart of our agency are our ETHIC values – and we’re on a mission to work with individuals who share and believe in them.