What You'll Be Doing

Leading & Developing the Team

• Lead, manage, coach and develop our Field Service Engineering team.
• Set clear expectations around performance, behaviour, communication, customer service and accountability.
• Ensure engineers understand their priorities and are working productively and efficiently.
• Hold regular one-to-ones and support engineer development and technical training.
• Address performance, behaviour, attendance or customer-service issues promptly and professionally.
• Build a positive, accountable and customer-focused engineering culture where people know what is expected of them and take pride in delivering an excellent service.

Service Operations & Performance

• Take ownership of day-to-day service delivery, ensuring jobs are prioritised and completed efficiently.
• Monitor engineer workloads, live jobs and progress throughout the day, intervening where delays, risks or escalations arise.
• Work closely with Scheduling and Operations to ensure engineers are deployed effectively.
• Ensure engineers have the correct parts, tools, information and site access required to complete jobs successfully.
• Drive improvements in response times, first-time fix, engineer productivity and customer satisfaction.
• Look for opportunities to reduce repeat visits, unnecessary travel, delays and other operational inefficiencies.

Technical Support & Customer Escalations

• Support engineers with technical problems, difficult faults and challenging site situations.
• Act as a senior escalation point for complex technical and customer issues.
• Manage escalations calmly, professionally and with clear communication.
• Identify recurring technical faults and work with the wider team to prevent repeat issues.
• Ensure technical knowledge and best practice are shared across the engineering team.
• Work closely with Client Care to ensure customers receive a joined-up, responsive and professional service.

KPIs, SLAs & Continuous Improvement

• Monitor KPIs and SLAs including response times, first-time fix, repeat visits, engineer productivity, job completion and customer satisfaction.
• Use performance data to identify trends, recurring problems and opportunities for improvement.
• Drive greater accountability across the engineering team through clear and measurable expectations.
• Provide regular updates to the Head of Operations on performance, risks and improvement actions.
• Review existing processes and introduce practical improvements to increase efficiency and consistency.
• Improve communication between the field team, office teams and management.
• Look for opportunities to improve engineer productivity, reduce service costs and deliver a better customer experience.

Health, Safety & Professional Standards

• Ensure engineers work safely and follow company procedures at all times.
• Ensure RAMS, PPE, site requirements, vehicle checks and safe working practices are followed.
• Promote a strong Health & Safety culture throughout the engineering team.
• Address unsafe working practices or non-compliance promptly.
• Ensure our engineers represent Wellbeing Group professionally whenever they're on a customer site.

What We're Looking For

We're looking for someone who ideally has:

• Previous experience managing Field Service Engineers or a similar mobile technical workforce.
• Strong people-management skills with the confidence to set expectations and hold people accountable.
• A practical, hands-on management style.
• Good technical understanding and the ability to support engineers with fault diagnosis and problem-solving.
• Experience managing customer escalations and difficult situations.
• Experience working with KPIs, SLAs and service-performance reporting.
• A strong focus on customer service and operational standards.
• The ability to identify inefficiencies and implement practical improvements.
• Strong organisational, communication and problem-solving skills.
• The ability to work effectively across departments and bring people together.
• Good commercial awareness and an understanding of the cost of inefficient service delivery.
• A calm, positive and solutions-focused approach.
• A passion for continuous improvement and raising standards.

What Does Success Look Like?

We want the successful person to make a noticeable difference to the way our Service department operates.
Success will mean improved SLA and KPI performance, better engineer productivity and accountability, fewer repeat visits and avoidable service failures, faster resolution of technical escalations and, ultimately, happier customers.
Most importantly, you'll have built a structured, positive and accountable engineering team with clear standards, strong technical capability and a shared commitment to delivering an exceptional service.
As the business continues to grow, you'll have helped create a Field Service operation capable of growing with it.