Service Excellence Manager (South West & Wales)

HomeServe UK; South Charleston (WV); On-site; USD 66,000 - 73,000; Full time

Benefits offered by this job

Car allowance

Private medical

Bonus scheme

Job summary

HomeServe UK is seeking a Service Excellence Manager to lead our Plumbing Engineers across Wales and the South West. This field-based role requires regular travel and a passion for delivering outstanding customer service.

You will coach, develop and performance-manage a remote team, ensure service standards, budgets and KPIs are met, and drive continuous improvement and engagement. Join a values-driven team delivering best-in-class service for homeowners.

Qualifications

• Proven experience managing performance and leading field-based teams.
• Experience delivering financial and customer satisfaction targets.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach and performance manage engineers in line with company policies, procedures and employment standards.
• Monitor and review service performance to ensure all SLA and contractual obligations are consistently achieved.
• Manage operational performance and costs to ensure delivery remains within agreed budgets.
• Analyse customer complaints, identify root causes and implement effective improvement plans.
• Develop and maintain plans to ensure service performance is delivered 24/7, 365 days a year, including during periods of peak demand.
• Produce and present weekly and monthly performance reports, highlighting risks, opportunities and corrective actions.
• Conduct regular site visits and utilise a variety of communication methods to keep engineers informed, engaged and aligned to business objectives.
• Influence and drive positive behavioural and performance improvements across your team.
• Work closely with the Network Support Team to review performance and address operational issues.
• Build strong working relationships with the Service Excellence Coach to ensure smooth day-to-day operations.
• Ensure compliance with all Health & Safety, financial and operational requirements, adhering to legal obligations, best practice and the HomeServe Way.
• Act as the primary point of contact for engineers, promoting company values, behaviours and a positive team culture.

Skills

Leadership

Performance management

Coaching

Communication

Stakeholder management

MS Office

Driving licence

Tools

Microsoft Office

Job description

We have an exciting opportunity for a Service Excellence Manager to join our field-based team, leading our Plumbing Engineers across Wales and the South West.

We're looking for a people-focused leader who is passionate about delivering exceptional customer service, driving operational performance, and creating an engaged, high-performing team. You'll play a key role in ensuring service excellence through effective leadership, coaching, and performance management of a team of directly employed engineers.

This is a field-based role requiring regular travel throughout your area of responsibility.

The salary is between £50,000 - £55,000 + £5,500 car/cash allowance, 10% bonus and private medical.

About The Role

As Service Excellence Manager, you will be responsible for the consistent delivery of high-quality customer service whilst ensuring operational performance is managed effectively against agreed budgets, KPIs and service standards.

You will lead, support and develop your team, driving engagement and accountability while ensuring customers receive an outstanding service experience.

Key Responsibilities

• Lead, coach and performance manage engineers in line with company policies, procedures and employment standards.
• Monitor and review service performance to ensure all SLA and contractual obligations are consistently achieved.
• Manage operational performance and costs to ensure delivery remains within agreed budgets.
• Analyse customer complaints, identify root causes and implement effective improvement plans.
• Develop and maintain plans to ensure service performance is delivered 24/7, 365 days a year, including during periods of peak demand.
• Produce and present weekly and monthly performance reports, highlighting risks, opportunities and corrective actions.
• Conduct regular site visits and utilise a variety of communication methods to keep engineers informed, engaged and aligned to business objectives.
• Influence and drive positive behavioural and performance improvements across your team.
• Work closely with the Network Support Team to review performance and address operational issues.
• Build strong working relationships with the Service Excellence Coach to ensure smooth day-to-day operations.
• Ensure compliance with all Health & Safety, financial and operational requirements, adhering to legal obligations, best practice and the HomeServe Way.
• Act as the primary point of contact for engineers, promoting company values, behaviours and a positive team culture.

What You'll Need

Essential

• Previous experience in a management role, ideally within a field-based environment.
• Proven experience managing performance and leading remote or mobile workforces.
• Experience delivering financial and customer satisfaction targets.
• Strong communication, coaching and stakeholder management skills.
• Advanced Microsoft Office skills.
• Full UK driving licence.

Desirable

• Experience working within an FCA-regulated environment.
• Knowledge of trade regulations relevant to the HomeServe product portfolio.

Why Join Us?

This is an excellent opportunity to make a real impact by leading a team of skilled engineers, driving service excellence and helping deliver outstanding outcomes for our customers while developing a high-performing, engaged workforce.