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- Tasks: Lead a dynamic team to enhance customer experience and drive operational excellence.
- Company: Join a forward-thinking company focused on delivering outstanding service and continuous improvement.
- Benefits: Enjoy a company car, performance bonuses, generous holiday, and private medical cover.
- Why this job: This role offers a chance to make a real impact while advancing your leadership career.
- Qualifications: Experience in leading service operations and a full UK driving licence are essential.
- Other info: Be prepared for nationwide travel and embrace a coaching-led leadership style.
The predicted salary is between 43200 - 72000 £ per year.
Our client seeks a confident, commercially minded leader to head a high-performing Service team, delivering outstanding customer experience while driving revenue and continuous improvement. This hands-on leadership role will oversee service operations, leading people, preventing issues, and enhancing every step of the customer journey.
Key Responsibilities for this Role:
- Lead and develop a field-based team of engineers and regional managers to meet KPIs and deliver exceptional service.
- Manage daily operations including job scheduling, callouts, stock, and quality control.
- Track performance metrics like first-time fix rates, SLA compliance, chargeable time, and customer satisfaction to drive improvements.
- Collaborate with Sales and Customer Service to identify revenue opportunities and support upsells.
- Handle customer escalations quickly to ensure lasting solutions and process enhancements.
- Structure and equip the department to support business growth and service delivery.
What They’re Looking For:
- Proven experience leading service or engineering operations, preferably in field-based or technical settings.
- Coaching-led leadership style with a record of building and motivating high-performing teams.
- Strong decision-making skills, commercial awareness, and the ability to improve margins.
- Comfortable using performance data to guide decisions.
- Excellent communication and influencing skills at all levels.
- Full UK driving licence and willingness to travel nationwide weekly.
Benefits for this Role:
- Company car.
- Annual performance bonus based on KPI achievement.
- 25 days holiday, gradually increasing to 28 after 5 years’ service.
- Private medical cover.
- Life assurance.
- Company pension scheme.
- On-site parking.
If you’re a forward-thinking leader passionate about problem-solving and delivering excellent service, apply now to advance your leadership career.
Head of Field Operations UK employer: Oyster Recruitment Limited
Contact Detail:
Oyster Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Field Operations UK
✨Tip Number 1
Network with professionals in the field of operations management. Attend industry events or join relevant online forums to connect with others who have experience in leading service teams. This can provide you with insights and potentially valuable referrals.
✨Tip Number 2
Familiarise yourself with the latest trends and technologies in field operations. Being knowledgeable about advancements in service delivery can set you apart from other candidates and demonstrate your commitment to continuous improvement.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams and improved performance metrics in previous roles. Having concrete stories ready will showcase your leadership style and decision-making skills effectively during interviews.
✨Tip Number 4
Research the company’s values and recent achievements. Tailoring your conversation to align with their goals and demonstrating how your experience can contribute to their success will make a strong impression during the interview process.
We think you need these skills to ace Head of Field Operations UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading service or engineering operations. Use specific examples that demonstrate your coaching-led leadership style and ability to motivate teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your commercial awareness and decision-making skills. Mention how you have used performance data to drive improvements in previous roles, and express your passion for delivering excellent customer service.
Highlight Relevant Metrics: In your application, include any relevant performance metrics you've achieved in past positions, such as first-time fix rates or customer satisfaction scores. This will show your potential employer that you can deliver results.
Prepare for Potential Questions: Think about how you would handle customer escalations and support upsells. Be ready to discuss specific situations where you improved processes or resolved issues effectively during the interview.
How to prepare for a job interview at Oyster Recruitment Limited
✨Showcase Your Leadership Style
Be prepared to discuss your coaching-led leadership style and provide examples of how you've built and motivated high-performing teams in the past. This will demonstrate your fit for the role and your ability to lead effectively.
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to the role, such as first-time fix rates and customer satisfaction scores. Be ready to discuss how you have used data to drive improvements in previous positions.
✨Demonstrate Problem-Solving Skills
Prepare to share specific examples of how you've handled customer escalations and implemented lasting solutions. This will highlight your problem-solving abilities and your commitment to enhancing the customer journey.
✨Collaborate and Communicate
Emphasise your experience in collaborating with sales and customer service teams. Discuss how effective communication has helped you identify revenue opportunities and support upsells in your previous roles.
