Salary: £60 to £65k DOE
Hours: Monday to Friday, 40 hours per week
Location: Luton, Bedfordshire
Contract: Full-time, Permanent
About This Opportunity
Our client is seeking a highly skilled, office-based Installation Operations Manager to oversee and govern their high-volume domestic appliance installation division. This critical role acts as the ultimate technical and compliance authority for their field workforce. The successful candidate will transition their field expertise into a strategic oversight capacity, ensuring all technical on-site escalations, safety governance, and workforce planning comply strictly with national gas safety standards.
You must hold and maintain fully valid, active, and in-date gas safety certifications for this role, even though it is an office-based position.
Ideal for someone looking to come off the tools and get into a management-based role.
Key Responsibilities
UK Installation Leadership
- Take overall operational responsibility for the UK installation function
- Lead the development and implementation of the installation operating model
- Establish processes, standards, KPIs and governance for installation delivery
- Build a scalable operating structure capable of supporting significant future growth
- Ensure consistent installation quality, cost management and customer experience
Installation Operations
- Manage day-to-day installation performance across the UK
- Oversee scheduling, allocation and deployment of installation engineers
- Ensure installations are delivered safely, efficiently and within customer timescales
- Monitor operational capacity and manage demand peaks
- Identify bottlenecks and implement continuous improvements
Programme and Project Management
- Lead implementation and rollout of new installation services and processes
- Manage projects from design through implementation
- Develop project plans, milestones and delivery priorities
- Coordinate internal stakeholders, suppliers and field teams
- Deliver projects on time, within budget and to quality standards
Installer Network and People Management
- Lead recruitment, assessment and onboarding of installation engineers and partners
- Establish competency, performance and quality expectations
- Ensure engineers receive appropriate training and support
- Monitor performance and implement improvement plans
- Develop a strong culture of accountability, customer service, safety and continuous improvement
Quality, Compliance and Safety
- Establish and maintain robust installation quality standards
- Develop SOPs, policies and compliance procedures
- Ensure installations comply with UK legislation and safety requirements
- Implement audit and inspection programmes
- Investigate failures and implement corrective actions
Customer Experience and Performance Management
- Ensure installation delivery reflects quality and service expectations
- Establish measurable customer service standards
- Monitor customer feedback, complaints and remedial visits
- Monitor KPIs: productivity, utilisation, first-time-fix rates, quality and satisfaction
- Manage operating costs and identify efficiency improvements
National Expansion
- Establish the operation in Luton initially
- Support expansion of installation capability to Manchester, Croydon, Bristol and other major UK regions
About You
Essential Experience
- Significant experience managing installation, field service, home delivery, last-mile or engineering operations
- Mandatory Active Gas Certification: Must possess fully valid, in-date gas qualifications (e.g., UK Gas Safe Register CCN1 and CKR1 core domestic gas safety and gas cookers, or equivalent national regulatory license).
- Proven experience managing field-based engineers or installation teams
- Experience in a high-volume, customer-facing environment
- Strong programme and project management experience
- Experience establishing or improving operational processes and SOPs
- Experience managing KPIs, operational performance and service levels
- Strong experience managing internal teams and third-party suppliers or partners
- Proven ability to build and scale an operational function
- Strong understanding of health & safety, quality and compliance in field-service environments
- Excellent stakeholder management and communication skills
- Strong analytical and problem-solving capability
- Driving license and access to own car.
What’s on Offer
- 33 days annual holiday.
- Life insurance.
- Health insurance.
- £12 a day allowance on food
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Installation Operations Manager (Appliance & Gas) in Lutterworth employer: Multitask Personnel
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