Head of Service Operations

Oyster Recruitment Limited; Farnborough; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading recruitment firm seeks a Head of Field Operations UK to lead a high-performing service team. This role involves overseeing operations, enhancing customer experience, and driving revenue growth while coaching and motivating a skilled team. Ideal candidates will possess strong decision-making skills and a proven record in technical operational leadership.

Benefits

Company car

Annual performance bonus based on KPI achievement

25 days holiday, increasing to 28 after 5 years

Private medical cover

Life assurance

Company pension scheme

On-site parking

Qualifications

• Proven experience leading service or engineering operations.
• Coaching-led leadership style with high-performance team building.
• Ability to improve margins using performance data.

Responsibilities

• Lead and develop a field-based team of engineers and regional managers.
• Manage daily operations including job scheduling and quality control.
• Track performance metrics to drive improvements.

Skills

Leadership

Decision-making

Commercial awareness

Communication

Job description

Head of Field Operations UK

Our client seeks a confident, commercially minded leader to head a high-performing Service team, delivering outstanding customer experience while driving revenue and continuous improvement.

This hands-on leadership role will oversee service operations, leading people, preventing issues, and enhancing every step of the customer journey.

Key Responsibilities:

• Lead and develop a field-based team of engineers and regional managers to meet KPI’s and deliver exceptional service.
• Manage daily operations including job scheduling, callouts, stock, and quality control.
• Track performance metrics like first-time fix rates, SLA compliance, chargeable time, and customer satisfaction to drive improvements.
• Collaborate with Sales and Customer Service to identify revenue opportunities and support upsells
• Handle customer escalations quickly to ensure lasting solutions and process enhancements.
• Structure and equip the department to support business growth and service delivery

What They’re Looking For:

• Proven experience leading service or engineering operations, preferably in field-based or technical settings
• Coaching-led leadership style with a record of building and motivating high-performing teams
• Strong decision-making skills, commercial awareness, and the ability to improve margins
• Comfortable using performance data to guide decisions
• Excellent communication and influencing skills at all levels
• Full UK driving licence and willingness to travel nationwide weekly

Benefits

• Company car
• Annual performance bonus based on KPI achievement
• 25 days holiday, gradually increasing to 28 after 5 years’ service
• Private medical cover
• Life assurance
• Company pension scheme
• On-site parking

If you’re a forward-thinking leader passionate about problem-solving and delivering excellent service, apply now to advance your leadership career.