Field Service Excellence Leader (SW Wales)

HomeServe UK; Utah; On-site; USD 66,000 - 73,000; Full time

Benefits offered by this job

Car/cash allowance

Private medical

Job summary

HomeServe UK is seeking a Service Excellence Manager to lead a field-based team of engineers across Wales and the South West. You will coach engineers, monitor performance against SLAs, and drive operational efficiency while controlling costs and maintaining high customer satisfaction.

The role requires regular travel, a focus on delivering outstanding service, and leadership to develop a high-performing, engaged workforce.

Qualifications

• Experience leading field-based or remote teams.
• Track record of delivering customer service targets.
• Strong communication and coaching skills.
• Ability to manage performance and drive improvements.

Responsibilities

• Lead, coach and performance manage engineers in line with company policies and standards.
• Monitor service performance to meet SLAs and contractual obligations.
• Control budgets and costs to keep delivery within agreed limits.
• Analyze customer complaints and implement effective improvements.
• Develop plans to ensure 24/7 service delivery and peak demand readiness.
• Produce weekly and monthly performance reports with risks and actions.
• Maintain site visits and clear communication with engineers.

Skills

People leadership

Remote workforce management

Customer service delivery

Stakeholder management

Advanced MS Office

Driving licence

Job description

HomeServe UK is seeking a Service Excellence Manager to lead a field-based team of engineers across Wales and the South West. You will coach engineers, monitor performance against SLAs, and drive operational efficiency while controlling costs and maintaining high customer satisfaction.

The role requires regular travel, a focus on delivering outstanding service, and leadership to develop a high-performing, engaged workforce.