Field Services Team Leader

About the Role

Due to continued growth and expansion, we are looking for a proactive and driven Field Services Team Leader to join our growing operations team within the energy and heat network sector.

This is an exciting opportunity for an experienced, commercially focused operations who is passionate about delivering exceptional customer service, driving operational performance, and developing high-performing teams.

As the Field Services Team Leader, you will oversee the day-to-day coordination of field service activities, ensuring our field engineering team is fully supported to enable safe, efficient execution of  work to high standards. You will play a key role in supporting g Field Service Engineers while using data and reporting insights to improve productivity, service delivery, and customer outcomes.

This hybrid position combines operational leadership, stakeholder engagement, and data analysis, making it ideal for someone who enjoys both people management and performance improvement.

Key Responsibilities

Team Leadership & Operational Management

• Coordinate daily field support activities, ensuring resources are allocated effectively to meet operational demands.
• Monitor engineer productivity, utilisation and performance against key service metrics.
• Foster a positive, collaborative and safety-focused team culture.

Commercial Management

• Monitor and drive commercial performance across service activities, including revenue, cost control, and margin improvement.
• Identify opportunities to upsell additional services, contracts, or solutions within the customer base.
• Support the development and execution of service strategies to achieve business growth targets.

Data Analysis & Service Metrics

• Own and manage service performance data, ensuring accuracy, consistency, and availability.
• Analyse key service metrics such as:
  • First-time fix rate
  • Response and resolution times
  • Engineer productivity
  • SLA compliance
• Develop dashboards, reports, and insights to support informed decision-making.
• Identify trends, inefficiencies, and improvement opportunities through data analysis.
• Drive continuous improvement initiatives based on data insights.
• Build and improve customer reports to ensure consistency and continued value of information

• Analyse operational performance data to identify trends, risks and improvement opportunities.
• Produce regular reports, dashboards and performance updates using Microsoft Excel, Power BI and other Microsoft Office applications.
• Present findings and recommendations to management and wider stakeholders.
• Translate data into meaningful insights and compelling narratives to support decision-making and business objectives.

Service Delivery & Quality Assurance

• Monitor service levels and identify opportunities for continuous improvement.
• Support the resolution of complex customer issues and escalations.

Stakeholder Management

• Build strong working relationships with internal departments, contractors, customers and external stakeholders.
• Act as a key point of contact for operational updates and service performance discussions.
• Deliver presentations and communicate operational insights clearly and effectively to a variety of audiences.
• Collaborate with cross-functional teams to improve customer experience and operational efficiency.

Health, Safety & Compliance

• Promote a strong health and safety culture.
• Support investigations into incidents, near misses and service quality concerns where required.

About You

We're looking for an organised and people-focused leader who can balance operational priorities with team development and customer satisfaction.

Essential Skills & Experience

• Previous experience in a field services, utilities, energy, heat network, engineering or maintenance environment.
• Experience leading, supervising or managing teams.
• Strong organisational and workload planning skills.
• Excellent stakeholder management and communication abilities.
• Experience producing and analysing operational data and performance reports.
• Advanced Microsoft Excel skills and experience using Power BI.
• Confident presenting information and using data storytelling techniques to influence decision-making.
• Strong problem-solving and decision-making capabilities.
• Full UK driving licence.

Desirable Skills & Experience

• Experience within the heat network, district heating, utilities or wider energy sector.
• Understanding of service-level agreements (SLAs), KPIs and operational performance metrics.
• Relevant leadership, engineering or operational management qualifications.

What We Offer

• 33 days holiday 
• Hybrid working
• Fully paid training
• Life insurance
• Health insurance
• Buy/sell holidays
• EV car scheme
• Company pension
• Cycle to work scheme
• Child care voucher scheme
• Money coach & financial planning
• Company savings scheme
• Retail vouchers / discounts

If you're a motivated leader who enjoys developing teams, improving operational performance and using data to drive results, we'd love to hear from you.