Installation Operations Manager (Appliance & Gas)

Multitask Personnel; Lutterworth; On-site; GBP 60,000 - 65,000; Full time

Benefits offered by this job

33 days annual holiday

Life insurance

Health insurance

£12 a day food allowance

Job summary

Multitask Personnel is seeking an Installation Operations Manager (office-based) to oversee the UK installation function for a high-volume domestic appliance division. The role requires active Gas Safe certification and will transition field expertise into strategic oversight, governance, and workforce planning.

The successful candidate will lead installation standards, safety governance, and continuous improvement across the UK, with expansion plans to additional regions.

Qualifications

• Significant experience managing installation, field service or engineering operations.
• Active Gas Certification (Gas Safe) in-date.
• Experience managing field-based engineers.
• Experience in high-volume, customer-facing environment.
• Proven programme and project management experience.
• Experience establishing or improving operational processes and SOPs.
• Experience managing KPIs, performance and service levels.
• Strong stakeholder management and communication skills.
• Driving licence and access to own car.

Responsibilities

• UK Installation Leadership: take overall operational responsibility for the UK installation function and lead the operating model development.
• Installation Operations: manage day-to-day installation performance, oversee scheduling and deployment of engineers, ensure safe and timely deliveries.
• Programme & Project Management: lead rollout of new installation services, develop plans and coordinate stakeholders.
• Installer Network & People: recruit, onboard, and manage engineers/partners, set competency and quality standards.
• Quality, Compliance & Safety: establish installation standards, develop SOPs, ensure compliance with UK law and safety requirements.
• Customer Experience & Performance: monitor KPIs, customer feedback, and cost efficiency.
• National Expansion: establish operations in Luton and expand to other UK regions.

Skills

Installation management

People management

Project management

KPI management

Health & safety

Stakeholder management

Driving licence

Education

Gas safety certification

Job description

Salary: £60 to £65k DOE

Hours: Monday to Friday, 40 hours per week

Location: Luton, Bedfordshire

Contract: Full-time, Permanent

About This Opportunity

Our client is seeking a highly skilled, office-based Installation Operations Manager to oversee and govern their high-volume domestic appliance installation division. This critical role acts as the ultimate technical and compliance authority for their field workforce. The successful candidate will transition their field expertise into a strategic oversight capacity, ensuring all technical on-site escalations, safety governance, and workforce planning comply strictly with national gas safety standards.

You must hold and maintain fully valid, active, and in-date gas safety certifications for this role, even though it is an office-based position.

Ideal for someone looking to come off the tools and get into a management-based role.

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
• Mandatory Active Gas Certification: Must possess fully valid, in-date gas qualifications (e.g., UK Gas Safe Register CCN1 and CKR1 core domestic gas safety and gas cookers, or equivalent national regulatory license).
• 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
• Driving license and access to own car.

What’s on Offer

• 33 days annual holiday.
• Life insurance.
• Health insurance.
• £12 a day allowance on food