At a Glance
- Tasks: Lead a team to deliver top-notch service and manage regional performance.
- Company: Pacifica is a leading UK provider of sustainable appliance repair services.
- Benefits: Enjoy a company car, generous holiday allowance, and a great work-life balance.
- Why this job: Join a carbon-neutral company focused on sustainability and customer care.
- Qualifications: 5+ years in Field Service Management with a technical background in White Goods.
- Other info: This is a home-based role with P&L responsibility for the Greater London region.
The predicted salary is between 43200 - 72000 £ per year.
Pacifica is one of the UK's largest providers of outsourced support and repair of domestic appliances. Employing over 250 fully qualified engineers, repairing over 350,000 appliance repairs every year, creating a sustainable future. As a Carbon Neutral Company, our goal is to reach net-zero carbon by 2035.
Our Purpose: We exist to keep households running while protecting the environment.
Our Vision: We are proud to care for our customers' appliances for a more sustainable world.
The Regional Service Manager will be responsible for the Greater London region. You will lead your team focusing on delivering service excellence to our clients and end users, delivering long-term success for the business. Strong communication skills and the desire to win are essential. You will be responsible for managing your regional performance and governance of the field operation to achieve business goals and maximize the profitability of the region.
Your duties will include:
- Day-to-day management and performance coaching of Area Service Managers, Senior Engineers, and Field Engineers.
- Guiding and managing them to achieve objectives in line with business KPIs and budget.
- Ensuring regulatory and company standards are upheld at all times.
Functional Role: This role is home-based, remotely managing a regional team of Field Engineers, Senior Engineers, and Area Service Managers. The role holds P&L responsibility and ownership of an allocated field region linked to the company's yearly budget.
Key responsibilities include:
- Daily monitoring and delivery of performance of field engineers to maximize their capacity and efficiency against agreed budget targets.
- Engaging, building trust, and networking at all levels.
- Positively adapting to change and continuous process improvement.
- Confident communication and influencing skills.
- Driving and delivering service excellence, supporting the field and wider business strategy.
- Providing opportunities for growth, engagement, and collaboration of Service engineers.
Key Elements:
- Control and Ownership of Regional P&L.
- Daily deprogram outcome coding of repairs.
- Continuously monitor the Field budget, ensuring that it is not exceeded.
- Complete ownership of multi visits repairs occurring within your region.
- Management of customer complaints to closure relating to your region.
- Delivery of key client KPIs in the region related to C-SAT, NPS, Trustpilot, Spare Parts Cost Per Call.
- Provide field insight for any future opportunities or challenges to the Field Operations Director to drive continuous improvements.
- Working closely with the Engineer Support Team to ensure the correct capability and utilisation of your field engineers.
- Working closely with the Field Operations Director and Recruitment Team to provide a talent pipeline for the future.
- Carry out individual performance appraisals and implement personal improvement plans.
- Motivate your team to maximize their potential for themselves and Pacifica Appliance Repairs.
- Conduct regular analysis of team performance in conjunction with data insights and production of weekly and monthly reports as agreed with the Field Operations Director.
- Responsibility for the financial and operational performance of the regional business.
- Managing and mentoring the Area Service Managers, Engineers, and partner engineers in the region.
- Working closely with the fleet department to ensure effective, efficient, and appropriate utilisation of your region's fleet resource.
Benefits:
- Company car.
- Fuel or EV, fuel/charge card, mobile phone, and laptop.
- Company pension scheme.
- Up to 33 days annual holiday allowance including 8 bank holidays.
- Wellbeing and fantastic work-life balance.
- Death in service benefit at 3x salary.
- Company online retailer saving portal.
- Complimentary MAP - (Multi Appliance Protection) for your own home appliances.
- Home-based role, Monday-Friday.
IMPORTANT: You will need to hold a full UK Driving Licence with no more than 6 points.
Regional Service Manager - Greater London employer: Pacifica
Contact Detail:
Pacifica Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Service Manager - Greater London
✨Tip Number 1
Familiarise yourself with Pacifica's mission and values, especially their commitment to sustainability and customer service. This will help you align your responses during interviews and demonstrate that you're a good cultural fit for the company.
✨Tip Number 2
Network with current or former employees of Pacifica on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 3
Prepare specific examples from your past experience that showcase your leadership skills and ability to manage teams effectively. Highlight instances where you've successfully improved performance or resolved conflicts, as these are key aspects of the Regional Service Manager role.
✨Tip Number 4
Stay updated on industry trends within the White Goods sector. Being knowledgeable about recent developments and challenges can help you engage in meaningful discussions during interviews, showing your passion and expertise in the field.
We think you need these skills to ace Regional Service Manager - Greater London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in field service management, particularly within the White Goods Industry. Emphasise your leadership skills and any achievements related to managing teams and improving performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for sustainability and how it aligns with Pacifica's mission. Mention specific examples of how you've driven service excellence and managed P&L responsibilities in previous roles.
Highlight Communication Skills: Given the importance of strong communication in this role, provide examples in your application that demonstrate your ability to engage and build trust with teams and clients. This could include successful projects or initiatives you've led.
Showcase Problem-Solving Abilities: Include instances where you've effectively managed customer complaints or operational challenges. Highlight your approach to continuous improvement and how you've adapted to changes in previous positions.
How to prepare for a job interview at Pacifica
✨Showcase Your Leadership Skills
As a Regional Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any experience you have in coaching and mentoring others.
✨Demonstrate Your Technical Knowledge
Given the technical background required in the White Goods Industry, brush up on relevant technical knowledge. Be ready to discuss specific appliances and repair processes, as well as any relevant certifications or training you've completed.
✨Prepare for Performance Metrics Discussion
Understand key performance indicators (KPIs) related to customer satisfaction and operational efficiency. Be ready to discuss how you've previously met or exceeded KPIs in your past roles, and how you plan to do so in this position.
✨Emphasise Your Communication Skills
Strong communication is essential for this role. Prepare to share examples of how you've effectively communicated with different stakeholders, from engineers to clients. Highlight your ability to build trust and engage with your team.