Operations Manager

Reed; Sutton; On-site; GBP 60,000 - 74,000; Full time

Job summary

Reed is seeking a Field Operations Manager to lead a team of domestic heating engineers across residential properties. The role focuses on delivering repair, servicing and maintenance activities with a strong emphasis on Gas Safe compliance and service excellence.

You will report to Senior Management and ensure KPIs and SLAs are met while maintaining client relationships. The ideal candidate brings proven operational leadership in heating services, over three years of management experience, and

Qualifications

• NVQ Level 3 or equivalent qualification.
• IOSH Working Safely Certificate (or equivalent).
• Management of Asbestos Awareness Certificate.
• Full UK Driving Licence.

Responsibilities

• Lead, motivate and manage a team of domestic heating engineers.
• Ensure repair and servicing activities are completed safely and in line with Gas Safe regulations.
• Monitor daily workloads and ensure appointments are attended within agreed timescales.
• Drive first-time fix rates and customer satisfaction levels.
• Manage resource allocation and engineer utilisation to achieve targets.
• Review performance data and implement improvement plans.

Skills

Team leadership

Stakeholder management

Health & safety compliance

Education

NVQ Level 3 or equivalent

IOSH Working Safely Certificate

Management of Asbestos Awareness Certificate

Full UK Driving Licence

Job description

Job Description

Field Operations Manager (Domestic Heating)

Location: Leatherhead, SurreySalary: £67,000 per annum - £6K Car AllowanceHours: Monday to Friday, Full TimeContract Type: Permanent

Overview

We are seeking an experienced and motivated Field Operations Manager to lead a team of domestic heating engineers delivering repair, servicing and maintenance activities across residential properties. This is an excellent opportunity for a proven operational leader with a strong background in gas and heating services to drive performance, customer satisfaction and service excellence.

Reporting to Senior Management, you will be responsible for managing field-based engineers, ensuring contractual KPIs and SLAs are achieved, maintaining compliance with Gas Safe regulations, and continuously improving operational performance across the region.

Key Responsibilities

Operational Management

• Lead, motivate and manage a team of domestic heating engineers.
• Ensure repair and servicing activities are completed safely, efficiently and in line with Gas Safe regulations.
• Monitor daily workloads and ensure appointments are attended within agreed timescales.
• Drive first-time fix rates and customer satisfaction levels.
• Manage resource allocation and engineer utilisation to achieve operational targets.
• Review performance data and implement improvement plans where required.

Performance & People Management

• Monitor engineer productivity, efficiency and performance against KPIs.
• Conduct regular one-to-one meetings, appraisals and performance reviews.
• Identify training and development needs and implement workforce development plans.
• Support apprenticeship programmes and succession planning initiatives.
• Address performance issues in accordance with company policy and procedures.

Contract & Commercial Management

• Ensure contractual obligations, service standards and performance measures are met.
• Produce and analyse management information reports.
• Monitor subcontractor performance and identify service improvements.
• Support financial performance through effective resource and operational management.
• Work closely with clients to maintain strong stakeholder relationships.

Customer Service

• Ensure excellent customer service is delivered across all areas.
• Monitor complaints and ensure timely and satisfactory resolution.
• Drive improvements in customer communication and service delivery.
• Support the administration team in managing customer expectations and appointment scheduling.

Compliance & Health & Safety

• Promote and maintain a strong health and safety culture.
• Ensure compliance with all industry regulations, company policies and legislative requirements.
• Monitor vehicle, equipment and PDA usage.
• Support health and safety audits, risk assessments and safe working practices.
• Ensure all operatives have the appropriate training, qualifications and resources to work safely.

Essential Requirements

Qualifications

• NVQ Level 3 or equivalent qualification.
• IOSH Working Safely Certificate (or equivalent).
• Management of Asbestos Awareness Certificate.
• Full UK Driving Licence.

Experience

• Minimum 3 years' management experience.
• Experience leading and supervising a team of more than five operatives.
• Experience managing operational and commercial aspects of service delivery contracts.
• Proven experience driving performance against KPIs and service targets.
• Strong stakeholder and customer management experience.