Service Excellence Manager - Scotland & Northeast

About The Role HomeServe have an exciting opportunity for a Service Excellence Manager to join our field-based team managing our Drainage, Water Supply and Plumbing Engineers in Scotland and the Northeast. ?? Field Service Manager, Scotland and NE ?? Field-based | Extensive travel across your area ?? Full-time | ?? Upto £55,000 + 10% bonus + Car/Cash Allowance + Benefits Were looking for a people-focused Field Service Manager to lead a team of engineers across multiple trades. Youllbe responsible for delivering high-quality service, driving performance, and ensuring your team feels supported, engaged, and empowered. If youve got experience managing field-based teams, a passion for service excellence, and strong leadership skillswed love to hear from you. Responsible for consistent day-to-day delivery of high-quality customer service through a team of directly employed engineersacross multiple trades. Ensuring that performance is effectively and continually managed against agreed budget and service standards. This is a field-based role and will include extensive travel in and around the area\’s you are responsible for. Principal Accountabilities The ability to successfully and consistently manage all engineersin accordance with their employment status and have an understanding and proven experience of performance managing individuals via Company policies and procedures. Always ensure via regular review and monitoring that SLAs are being adhered to. Close daily management across all trades to ensure costs and performance are in line with contracts and budgets. Identify the root cause of complaints and develop action plans to address and improve to an acceptable level. Deliver a plan to maintain performance of SLAs 24/7, 365 days including operational peaks Present weekly and monthly reports to the Head of Service Excellence in relation to performance, identifying any issues and provide detailed plans to maintain or correct performance. Undertake and plan site visits and utilise a variety of different methods of communication to keep our engineers engaged and aligned with the business. Ability toshape and influence behaviour and performance. Liaise with the Network Support Team to gain feedback on performance and issues. Maintain a working relationship and open communication with the Service Excellence Coach to ensure the smooth running of the area. Ensure compliance and timely delivery of Health and Safety, financial and operational requirements in line with best practice and legal frameworks and always adhere to the HomeServe Way. To be the day-to-day contact point for engineers and promote and encourage company values and behaviours. About The Candidate To be successful in this role you will need to have the following knowledge, skills and attributes: Essential: Previous experience of working at a managerial level, ideally in a field-based environment Achieving financial and customer satisfaction targets through third party organizations Proficient to a high level in the use of Microsoft office package Full UK driving licence Desirable Experience of working in an FCARegulated environment Knowledge of Trade regulations supporting HomeServe product range TPBN1_UKTJ