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- Tasks: Lead a dynamic team to enhance customer experience and drive service 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 hands-on leadership, growth opportunities, and the chance to make a real impact.
- Qualifications: Proven leadership in service operations, strong decision-making, and excellent communication skills required.
- Other info: Must have a full UK driving licence and be willing to travel nationwide weekly.
The predicted salary is between 48000 - 84000 £ 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 Head of Field Operations 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 Head of Field Operations 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 Ltd
Contact Detail:
Oyster Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Field Operations UK
✨Tip Number 1
Familiarise yourself with the latest trends in field operations and customer service. Understanding industry benchmarks and best practices will help you demonstrate your knowledge during interviews and show how you can drive improvements.
✨Tip Number 2
Network with professionals in the field of operations management. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within their organisations.
✨Tip Number 3
Prepare specific examples of how you've successfully led teams and improved service delivery in previous roles. Being able to share these stories will highlight your coaching-led leadership style and decision-making skills.
✨Tip Number 4
Research our company culture and values at StudySmarter. Tailoring your approach to align with our mission will not only make you a more attractive candidate but also help you articulate why you're a great fit for the Head of Field Operations role.
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 build high-performing teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for problem-solving and delivering excellent service. Mention how your decision-making skills and commercial awareness can contribute to the company's growth and service delivery.
Highlight Relevant Metrics: When detailing your previous roles, include performance metrics such as first-time fix rates and customer satisfaction scores. This will showcase your ability to use data to drive improvements.
Prepare for Potential Questions: Anticipate questions related to handling customer escalations and managing daily operations. Prepare examples from your past experiences that illustrate your problem-solving skills and operational management.
How to prepare for a job interview at Oyster Recruitment Ltd
✨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 ability to lead the field-based team effectively.
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to the role, such as first-time fix rates and customer satisfaction. Be ready to discuss how you have used performance data to drive improvements in previous roles.
✨Demonstrate Commercial Awareness
Highlight your experience in identifying revenue opportunities and supporting upsells. Prepare examples of how you've improved margins or driven revenue growth in your previous positions.
✨Prepare for Customer Escalation Scenarios
Think of specific instances where you've handled customer escalations effectively. Be ready to explain your approach to ensuring lasting solutions and process enhancements, showcasing your problem-solving skills.
