Field Delivery Manager

At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.

About the Role

To effectively manage a team of Field Technicians who install and maintain meter and data logging equipment and be responsible for achieving a satisfactory customer outcome by successfully owning the business within the allocated area, running a successful day-to-day operation, and contributing towards the future strategy of the business area.

Responsibilities

• Understanding and driving performance of the team to meet KPI’s in relation to customer experience, installation, completion, and revenue targets.
• Coaching and mentoring of new starters including those on our company run Apprentice Scheme
• Ensure effective management and utilisation of Site Visit Agents (Meter Reader) resources within the region, monitoring productivity, Performance and Service delivery standards.
• Ensure that Technicians in area have their abilities optimised, with downtime minimised.
• Responsible for Forecasting Plans for Region including ensuring the right number of Technicians are recruited to effectively cover the geographical area, with the right mix of skills.
• Work closely with the scheduling teams (both outsourced and inhouse) to manage the reallocation and rebooking of scheduled appointments in the case of unplanned Technician absences.
• Engagement with various suppliers and external end users to ensure that new service offerings are understood, and any delivery issues are highlighted.
• Be the escalation point for issues arising including but not limited to customer complaints, requests for emergency appointments, arranging out of hours calls to respond to customer needs.
• Ensure all staff are trained to required skill levels for safe and effective working.
• Conduct Investigations as required where Health and Safety related incidents have occurred.
• Manage your team’s Holiday/Sickness to ensure it is within target levels having no detrimental impact to the customer and the wider business.
• Ensuring work is delivered to meet the standards IMServ set in both procedures and from a Health and Safety point of view.
• Vehicles, stock, paperwork, and general administration including Travel and Hotel Bookings are managed in line with quality and company procedures.
• Ensure audit programmes for all field technicians are completed in line with regulatory guidance and requirements.
• To audit field staff as needed and maintain documented work standards, arrange for any necessary training, and further development.
• To run and participate in quarterly in person engagement sessions with Technicians.
• Be in regular communications with your team to keep them updated with current business priorities, and also obtain any feedback from them which impacts their ability to carry out their role.
• To collaborate with other Regional Field Managers in relation to creating and driving the future strategy for this area of the business.

What you’ll need

Knowledge & Qualifications

• IOSH Level 2, and ability to achieve NEBOSH General Certificate Level 3. (Desirable)
• Proven team management experience
• UK Utilities knowledge
• Sound commercial and financial awareness
• Knowledge of electrical installation work
• Knowledge of health and safety management and quality management systems
• Report writing skills.
• Proven previous experience within a Field Based Operational Leadership role.
• Where required to be capable of transporting stock and equipment to your team.
• Field Project management skills & Be able to demonstrate related work experience and a strong track record in a similar role with special attention to previous experience people management in a field environment.
• Knowledge and experience of managing Health and Safety in Field Service environment.
• The ability to own and follow through on commitments to completion.
• Hold a valid UK driving licence.

Skills

• Mobile/Home based working - able to travel and work away from home as required within your allocated region of the UK.
• Able to build relationships over the telephone.
• Able to work in a complex environment with conflicting demands and to make clear and consistent decisions.
• Anticipates issues and is pro-active in dealing with them.
• Able to work under own initiative.
• Be able to build a good customer relationship and a strong collaboration with your team and your main stakeholders. The ability to own and follow through on commitments to completion.
• Buy & sell annual leave scheme
• Up to a 10% bonus
• Enhanced salary sacrifice pension
• Life assurance (up to 6x salary*)
• Simply Health plan (with upgrade options)
• Car salary sacrifice scheme*

(*Length of service and T&Cs apply)

Equal Opportunity Statement

At IMSERV, we're committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers.

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