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Field Based, with expectation to attend the office when required
Permanent
As an Area Manager reporting to the Regional Manager, you will be responsible for the management of both engineers and operations within your area. This will be achieved through training, supporting, and monitoring of engineers as well as office based operational teams, to ensure all performance targets are met in line with requirements. You will maintain strong relationship with clients, thinking and acting operationally and strategically with a constant eye towards achieving high performance standards, meeting the business and clients’ expectations.
Key tasks
You will be the first line of contact for all engineers in your allocated area. You will be tasked with providing technical support, monitoring of KPIs and ensuring your engineers receive regular performance feedback.
- Investigate and manage customer complaints in your area, applying resolutions and ensuring customers are satisfied. Liaise with the Customer Experience Team to understand customer complaints, themes and trends, agreeing solutions to improve the end user experience.
- Lead by example on Safety ensuring that all employees are compliant on safe systems of work, risk assessments and legal compliance, by liaising with the safety team on any risks following safety audits.
- Identify and address operational issues that are hindering performance within your area. You will escalate and seek support from your Regional Manager or Head of Region where appropriate.
- Be the technical field point of contact for your assigned clients and ensure the field service delivery is in line with client requirements. Attend and report back from all assigned client meetings.
- Get actively involved in the recruitment, induction, and further development and training of your direct reports.
- To be the emergency cover for other areas or Regional Managers where required.
- Establish a clear communication plan for all engineers, ensuring relevant toolbox talks take place throughout the area.
- Comply with company policies and procedures when managing your direct reports. Ensure absence, poor performance (technical and customer service) are addressed.
- Assist in allocating the correct job type to engineers, ensuring sufficient time has been allocated to complete the job.
WAIT! What’s in it for you?
Our company benefits include:
- Fully equipped VW Caddy van, full uniform, safety equipment and relevant training
- Access to a range of training courses and qualifications through our Logic accredited training centre
- Bespoke working shift pattern
- 28 days holiday including bank holidays (increased through length of service)
- Holiday buy/sell schemes available
- Extra overtime options
- Company pension scheme
- Employee assistance programme
- Engineer leadership development programme
- Access to Headspace meditation app & Pluxee benefits portal
What do we need from you?
- All required Gas Engineering qualifications - CCN1, CPA1, CKR1, HTR1, CENWAT and Energy Efficiency
- Extensive field gas service and breakdown experience
- Previous experience in supervising or managing field staff within the heating industry or service sector
- Excellent knowledge and understanding of the gas industry and best practice
- Proven track record in building relationships with individuals and teams both internally and externally to achieve results and improve performance
- Excellent organisational skills
- The company operates extensive IT systems and mobile technology, therefore being IT literate is essential
- Experience of managing a national and diverse team
- Understanding of data and analytics with the ability to explain return of investment within the businesses
Nice to have, but not essential:
- Solar Thermal, Unvented Hot Water, Air Source Heat pumps, Ground Source Heat Pumps, Oil
- OFTEC, HETAS, SSSTS, LPG
About the role:
Location:Â Field based with expectation to attend the office when required
Hours:Â 45 hours per week, Monday-Friday 8am-5.30pm
Out of Hours Escalations on a Rotational Basis*
(*this will be paid either as, £100 for the week or half a day’s holiday entitlement)
