Job Description: Head of Field Operations
Salary: £55,000 - 65,000
Location: Birmingham / Field/Office Based
Company
Our client is a national provider of emergency, reactive breakdown support for predominantly domestic trade repairs into the B2C sector. Using a Network of over 250 locally based trades technicians to service around 150 daily breakdowns all over the country, who are experts in going into people’s homes to fix their plumbing, electrical and heating problems. The call/support centre is based in Birmingham from where the operations is managed.
The Role:
Our client is seeking a Head of Field Operations with extensive operational expertise in managing field-based tradespeople, such as gas engineers and plumbers. This role requires a candidate who is not an engineer themselves but possesses a solid understanding of the technical aspects of the industry, and is an analytical individual who understands measuring performance, addressing underperformance, and effectively motivating the team.
You will have a hands-on approach, engaging directly with field operations, driving the recruitment of engineers, and ensuring strict adherence to compliance and quality standards. Additionally, you will oversee the professional development of the workforce and ensure qualifications and standards are consistently met, working with dotted-line responsibilities to support operational excellence.
Key Responsibilities:
1. Engineer Recruitment and Induction:
o Lead the engineer recruitment function, with a primary focus on attracting high-quality engineers who embody the values and behaviours aligned with the company's standards and customer expectations.
o Oversee the subcontractor recruitment process to ensure daily onboarding of new engineers onto the company network.
o Collaborate with other departments to identify areas with high customer demand and prioritise recruitment efforts to expand operational coverage in those areas.
o Ensure new recruits are effectively inducted, fully prepared to meet operational and customer service standards from day one.
2. Network Management:
o Manage the directly employed engineer team to achieve revenue and efficiency targets, focusing on maximising individual and team productivity.
o Establish and maintain strong relationships with subcontractors, ensuring they consistently deliver high-quality service to the company's customers.
o Develop strategies to maintain and enhance engineer satisfaction and engagement, reducing turnover and fostering loyalty within the network.
3. Upskilling and Training:
o Identify training needs and implement upskilling programs to enhance the technical capabilities of the Engineer team.
o Introduce new technologies and skillsets to expand the range of services the company can offer to customers, ensuring the business remains competitive and future-ready.
o Foster a culture of continuous learning and professional development among engineers.
4. Operational and Financial Oversight:
o Monitor and drive key performance indicators (KPIs) such as engineer revenue, efficiency rates, and customer satisfaction scores.
o Develop strategies to optimise profitability for both directly employed and subcontractor engineers.
5. Strategic Development:
o Work closely with the senior leadership team to align network and recruitment strategies with overall business objectives.
o Support business expansion initiatives by ensuring network readiness in new and existing areas of operation.
6. Leadership and Team Management:
o Lead and develop the recruitment and network teams, ensuring they are motivated, equipped, and aligned to achieve company goals.
o Implement regular performance reviews and feedback sessions for team members.
o Create and maintain a collaborative and high-performing team culture.
Skills and Experience:
* Proven experience in recruitment, network management, or similar roles within the service industry.
* Strong leadership and team management skills, with the ability to inspire and motivate teams.
* Demonstrated ability to analyse performance data and develop actionable strategies for improvement.
* Excellent communication and interpersonal skills, with the ability to build strong relationships internally and externally.
* Financial awareness.
Job Types: Full-time, Permanent
Pay: £55,000.00-£65,000.00 per year
Schedule:
* Monday to Friday
Application question(s):
* Do you require VISA Sponsorship now or in the future at all?
* Are you analytical and like analysing data with relates to performance measures?
* Are you comfortable with some overnight stays regularly as part of the role?
Education:
* GCSE or equivalent (required)
Experience:
* Field operations: 5 years (required)
* Head of operations: 5 years (preferred)
Licence/Certification:
* Driving licence and your own transport (required)
Work Location: In person
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