Field Service Manager

💼 Full-Time | Permanent | On-Site with Future Flexibility

💷 DOE

A brand-new opportunity has opened up for an experienced Retail Service Centre Manager to join a growing national organisation at a pivotal moment in its journey.

With the upcoming launch of several new in-house brands, this newly created role will be key in building and leading the company’s centralised service function— supporting a large network of retail partners and ensuring a smooth, professional customer experience from end to end.

This role would suit someone from a technical repair/service centre background with hands-on experience in managing repairs, parts distribution, customer queries, and aftercare support — and the leadership skills to help build and grow a function from scratch.

What You’ll Be Doing

• Act as the main point of contact for all service-related queries, repairs, returns, and parts dispatches across the UK
• Work closely with a nationwide retail network to ensure a smooth, consistent customer service experience
• Manage service requests and escalations with a practical, customer-first mindset
• Oversee the logistics and coordination of repairs and replacements, ensuring SLAs and service standards are met
• Collaborate with internal teams (logistics, purchasing, IT) to improve service performance and efficiency
• Set up and implement best practices, service procedures, and reporting tools
• Track service data, identify trends, and provide actionable insights to senior leadership
• Support the development of a national service proposition
• Build a roadmap for future team growth, including recruitment and onboarding of engineers or support staff
• Contribute to circular economy initiatives by exploring graded stock and rework solutions
• Visit partner locations and engineers when needed for support, troubleshooting, or performance reviews

What We’re Looking For

• Proven experience in Retail service centre or operations management, ideally in consumer electronics, appliances, or repair-focused environments
• A hands-on leader who enjoys rolling up their sleeves and solving problems
• Excellent organisational, communication, and stakeholder management skills
• Strong understanding of service SLAs, repair logistics, and returns handling
• Experience using customer service or ticketing systems
• Ability to build strong internal and external relationships
• Forward-thinking and proactive – someone who enjoys creating structure where there is none

Why Apply?

• Be the driving force behind a brand-new function in a growing and stable organisation
• Have a real impact on how service is shaped and delivered nationwide
• Work in a supportive environment with low staff turnover and collaborative culture
• Long-term career growth, with the opportunity to build and lead your own team

📩 Ready to make your mark? Apply now or reach out for a confidential chat to learn more, please contact Louise for an initial chat.