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Regional Service Manager - Greater London

Pacifica

London

Remote

GBP 40,000 - 50,000

Full time

Today

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Job summary

A leading company in the domestic appliance sector is seeking a Regional Service Manager for Greater London. This home-based role involves leading a team to deliver exceptional service, managing performance, and ensuring operational excellence. The ideal candidate will have a strong technical background and a proven track record in field service management, with responsibilities including P&L management and team development.

Benefits

Company car

Pension scheme

Up to 33 days annual holiday

Wellbeing initiatives

Death in service benefit

Qualifications

Experience managing a regional team of Field Engineers.
Ability to drive service excellence and operational performance.
Proven track record in achieving business KPIs and budget management.

Responsibilities

Lead and manage a team of Area Service Managers and Engineers.
Ensure delivery of service excellence and operational standards.
Monitor regional performance against budget targets.

Skills

Strong communication skills

Team leadership

Performance coaching

Change management

Education

Technical background in White Goods Industry

Minimum 5 years in Field Service Management

Regional Service Manager - Greater London

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Regional Service Manager - Greater London

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Pacifica is one of the UK's largest providers of outsourced support and repair of domestic appliances. Employing over 250 fully qualified engineers, repairing over 350,000 appliance repairs every year, creating a sustainable future. As a Carbon Neutral Company, our goal is to reach net-zero carbon by 2035.

Our Purpose; We exist to keep households running while protecting the environment.

Our Vision; We are proud to care for our customers' appliances for a more sustainable world.

Reporting to the Field Operations Director, the Regional Service Manager will be responsible for the Greater London region. You will lead your team focusing on delivering service excellence to our clients and end users delivering long-term success for the business. Strong communication skills and the desire to win are essential. You will be responsible for managing your regional performance and governance of the field operation to achieve business goals and maximize the profitability of the region. Your duties will include the day to day management and performance coaching of Area Service Managers, Senior Engineers and Field Engineers, guiding and managing them to achieve your objectives in line with business KPIs and budget, whilst ensuring regulatory and company standards are upheld at all times.

Functional Role:

This role is home-based, remotely managing a regional team of Field Engineers, Senior Engineers, and Area Service Managers. The role holds P&L responsibility and ownership of an allocated field region linked to the company's yearly budget.

Responsible for the daily monitoring and delivery of performance field engineers to maximize their capacity and efficiency against agreed budget targets. The role demands a highly professional, absolute team player, who can engage, build trust, and network at all levels. Positively adapting to change and continuous process improvement, the role requires confident communication and influencing skills. The ideal candidate will have a technical background within the White Goods Industry and a minimum of 5 years' experience in a Field Service Management role.

The role is to drive and deliver service excellence, supporting the field and wider business strategy, the role ensures operational excellence is part of day-to-day working and standards are upheld. Providing opportunities for growth, engagement, and collaboration of Service engineers. The role is viewed as a Senior Management role within Pacifica Appliance Services.

Key Elements

Control and Ownership of Regional P&L
Daily deprogram outcome coding of repairs.
Continuously monitor the Field budget, ensuring that it is not exceeded
Complete ownership of multi visits repairs occurring within your region.
Management of customer complaints to closure relating to your region.
Delivery of key client KPI's in the region related to C-SAT, NPS, Trustpilot, Spare Parts Cost Per Call
Provide field insight for any future opportunities or challenges to the Field Operations Director to drive continuous improvements
Working closely with the Engineer Support Team to ensure the correct capability and utilisation of your field engineers to ensure the delivery of KPIs and agreed-monthly budget targets
Working closely with the Field Operations Director and Recruitment Team to provide a talent pipeline for the future.
Carry out individual performance appraisals and implement personal improvement plans
Motivate your team to maximize their potential for themselves and Pacifica Appliance Repairs
Conduct regular analysis of team performance in conjunction with data insights and production of weekly and monthly reports as agreed with the Field Operations Director
Responsibility for the financial and operational performance of the regional business
Managing and mentoring the Area Service Managers, Engineers, and partner engineers in the region
Working closely with the fleet department to ensure effective, efficient, and appropriate utilisation of your region's fleet resource

Benefits

Company car Fuel or EV, fuel / charge card, mobile phone and Laptop

Company Pension scheme

Up to 33 days annual holiday allowance including 8 bank holidays

Wellbeing and fantastic work - life balance

Death in service benefit at 3x salary

Company online retailer saving portal

Complimentary MAP - (Multi Appliance Protection) for your own home appliances.

Home based role, Monday-Friday

IMPORTANT - You will need to hold a full UK Driving Licence with no more than 6 points

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Consumer Services

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