Service Excellence Manager (South West & 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

Service Excellence Manager (South West & Wales)

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

• Service Excellence Manager (South West & Wales)

About The Role

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

• 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.
• 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.

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