Head of Installations

Multitask Personnel; Lutterworth; On-site; GBP 72,000 - 88,000; Full time

Job summary

Multitask Personnel is seeking an experienced installation and operations leader to build and scale the UK installation operation from the ground up. You will own the operating model, processes, standards and installer capability, with national expansion plans across major UK regions.

You will partner with logistics, retail, last-mile delivery and customer service teams to deliver a high-quality installation proposition while driving growth and maintaining safety and compliance.

Qualifications

• Significant experience managing installation, field service, home delivery, last-mile or engineering operations
• Proven experience managing field-based engineers or installation teams
• Experience in a high-volume, customer-facing environment
• Strong programme and project management experience
• Experience establishing or improving operational processes and SOPs
• Experience managing KPIs, operational performance and service levels
• Strong experience managing internal teams and third-party suppliers or partners
• Proven ability to build and scale an operational function
• Strong understanding of health & safety, quality and compliance in field-service environments
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving capability
• Full UK driving licence and willingness to travel nationally

Responsibilities

• Take overall operational responsibility for the UK installation function
• Lead the development and implementation of the installation operating model
• Establish processes, standards, KPIs and governance for installation delivery
• Build a scalable operating structure capable of supporting significant future growth
• Ensure consistent installation quality, cost management and customer experience
• Manage day-to-day installation performance across the UK
• Oversee scheduling, allocation and deployment of installation engineers
• Ensure installations are delivered safely, efficiently and within customer timescales
• Monitor operational capacity and manage demand peaks
• Identify bottlenecks and implement continuous improvements
• Lead implementation and rollout of new installation services and processes
• Manage projects from design through implementation
• Develop project plans, milestones and delivery priorities
• Coordinate internal stakeholders, suppliers and field teams
• Deliver projects on time, within budget and to quality standards
• Lead recruitment, assessment and onboarding of installation engineers and partners
• Establish competency, performance and quality expectations
• Ensure engineers receive appropriate training and support
• Monitor performance and implement improvement plans
• Develop a strong culture of accountability, customer service, safety and continuous improvement
• Establish and maintain robust installation quality standards
• Develop SOPs, policies and compliance procedures
• Ensure installations comply with UK legislation and safety requirements
• Implement audit and inspection programmes
• Investigate failures and implement corrective actions
• Ensure installation delivery reflects quality and service expectations
• Establish measurable customer service standards
• Monitor customer feedback, complaints and remedial visits
• Monitor KPIs: productivity, utilisation, first-time-fix rates, quality and satisfaction
• Manage operating costs and identify efficiency improvements
• Establish the operation in Luton initially
• Support expansion of installation capability to Manchester, Croydon, Bristol and other major UK regions

Job description

Salary: Up to £80,000 per annum

Hours: Monday to Friday, 40 hours per week

Location: Luton, Bedfordshire

Contract: Full-time, Permanent

About This Opportunity

A global e-commerce and logistics business is establishing its UK installation operation and seeking an experienced installation and operations leader to build and scale this function from the ground up.

This is a pivotal leadership role that combines operational ownership, programme management, field-service management and commercial expertise. You will take full responsibility for establishing the UK installation operating model, processes, standards and installer capability, before scaling the operation nationally across key locations including Manchester, Croydon, Bristol and other major UK regions. You will work across logistics, retail, last-mile delivery and customer service teams to develop an installation proposition that supports rapid business growth while maintaining exceptional service quality.

Key Responsibilities

UK Installation Leadership

• Take overall operational responsibility for the UK installation function
• Lead the development and implementation of the installation operating model
• Establish processes, standards, KPIs and governance for installation delivery
• Build a scalable operating structure capable of supporting significant future growth
• Ensure consistent installation quality, cost management and customer experience

Installation Operations

• Manage day-to-day installation performance across the UK
• Oversee scheduling, allocation and deployment of installation engineers
• Ensure installations are delivered safely, efficiently and within customer timescales
• Monitor operational capacity and manage demand peaks
• Identify bottlenecks and implement continuous improvements

Programme and Project Management

• Lead implementation and rollout of new installation services and processes
• Manage projects from design through implementation
• Develop project plans, milestones and delivery priorities
• Coordinate internal stakeholders, suppliers and field teams
• Deliver projects on time, within budget and to quality standards

Installer Network and People Management

• Lead recruitment, assessment and onboarding of installation engineers and partners
• Establish competency, performance and quality expectations
• Ensure engineers receive appropriate training and support
• Monitor performance and implement improvement plans
• Develop a strong culture of accountability, customer service, safety and continuous improvement

Quality, Compliance and Safety

• Establish and maintain robust installation quality standards
• Develop SOPs, policies and compliance procedures
• Ensure installations comply with UK legislation and safety requirements
• Implement audit and inspection programmes
• Investigate failures and implement corrective actions

Customer Experience and Performance Management

• Ensure installation delivery reflects quality and service expectations
• Establish measurable customer service standards
• Monitor customer feedback, complaints and remedial visits
• Monitor KPIs: productivity, utilisation, first-time-fix rates, quality and satisfaction
• Manage operating costs and identify efficiency improvements

National Expansion

• Establish the operation in Luton initially
• Support expansion of installation capability to Manchester, Croydon, Bristol and other major UK regions

About You

Essential Experience

• Significant experience managing installation, field service, home delivery, last-mile or engineering operations
• Proven experience managing field-based engineers or installation teams
• Experience in a high-volume, customer-facing environment
• Strong programme and project management experience
• Experience establishing or improving operational processes and SOPs
• Experience managing KPIs, operational performance and service levels
• Strong experience managing internal teams and third-party suppliers or partners
• Proven ability to build and scale an operational function
• Strong understanding of health & safety, quality and compliance in field-service environments
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving capability
• Full UK driving licence and willingness to travel nationally

Desirable Experience

• E-commerce, retail, home delivery or last-mile logistics experience
• Two-person delivery or bulky-item logistics
• White-goods, electrical, EV charging or furniture installation experience
• Field-service management experience
• Start-up or scale-up environments
• Building a national installer or subcontractor network

Key Competencies

• Leadership – able to establish clear expectations and build high-performing teams
• Operational Excellence – highly organised, process-driven and focused on consistent performance
• Customer Focus – understands the installation experience as an extension of the customer proposition
• Commercial Awareness – able to balance customer experience, quality, capacity and cost
• Programme Management – capable of managing multiple projects simultaneously in a changing environment
• Problem Solving – comfortable making quick decisions and resolving complex operational issues
• Continuous Improvement – constantly looking for ways to improve productivity, quality and safety
• Stakeholder Management – able to work effectively across logistics, retail, operations, customer service and external partners
• Ownership – takes accountability for outcomes and is comfortable building processes from the ground up

What's on Offer

This is a genuine opportunity to build and shape a new national installation operation rather than simply manage an established function.

You will have significant ownership over the operating model, people, processes and performance of the installation service across the UK. In your first 12 months, you will establish core installation KPIs and governance, strengthen the installer network, implement quality and performance-management processes, and develop the roadmap for national expansion into key UK markets.

For an experienced installation and field-service leader, this represents a genuine opportunity to establish and scale a market‑leading installation operation within a rapidly expanding international e‑commerce and logistics business.