Installation Operations Manager (Appliance & Gas)

Salary: £60 to £65k DOE

Hours: Monday to Friday, 40 hours per week

Location: Luton, Bedfordshire

Contract: Full-time, Permanent

Our client is seeking a highly skilled, office-based Installation Operations Manager to oversee and govern their high-volume domestic appliance installation division. This critical role acts as the ultimate technical and compliance authority for their field workforce. The successful candidate will transition their field expertise into a strategic oversight capacity, ensuring all technical on-site escalations, safety governance, and workforce planning comply strictly with national gas safety standards.

You must hold and maintain fully valid, active, and in-date gas safety certifications for this role, even though it is an office-based position.

Ideal for someone looking to come off the tools and get into a management-based role.

UK Installation Leadership

• Take overall operational responsibility for the UK installation function
• Lead the development and implementation of the installation operating model
• Establish processes, standards, KPIs and governance for installation delivery
• Build a scalable operating structure capable of supporting significant future growth
• Ensure consistent installation quality, cost management and customer experience

Installation Operations

• Manage day-to-day installation performance across the UK
• Oversee scheduling, allocation and deployment of installation engineers
• Ensure installations are delivered safely, efficiently and within customer timescales
• Monitor operational capacity and manage demand peaks
• Identify bottlenecks and implement continuous improvements

Programme and Project Management

• Lead implementation and rollout of new installation services and processes
• Manage projects from design through implementation
• Develop project plans, milestones and delivery priorities
• Coordinate internal stakeholders, suppliers and field teams
• Deliver projects on time, within budget and to quality standards

Installer Network and People Management

• Lead recruitment, assessment and onboarding of installation engineers and partners
• Establish competency, performance and quality expectations
• Ensure engineers receive appropriate training and support
• Monitor performance and implement improvement plans
• Develop a strong culture of accountability, customer service, safety and continuous improvement

Quality, Compliance and Safety

• Establish and maintain robust installation quality standards
• Develop SOPs, policies and compliance procedures
• Ensure installations comply with UK legislation and safety requirements
• Implement audit and inspection programmes
• Investigate failures and implement corrective actions

Customer Experience and Performance Management

• Ensure installation delivery reflects quality and service expectations
• Establish measurable customer service standards
• Monitor customer feedback, complaints and remedial visits
• Monitor KPIs: productivity, utilisation, first-time-fix rates, quality and satisfaction
• Manage operating costs and identify efficiency improvements

National Expansion

• Establish the operation in Luton initially
• Support expansion of installation capability to Manchester, Croydon, Bristol and other major UK regions

Essential Experience

• Significant experience managing installation, field service, home delivery, last-mile or engineering operations
• Mandatory Active Gas Certification: Must possess fully valid, in-date gas qualifications (e.g., UK Gas Safe Register CCN1 and CKR1 core domestic gas safety and gas cookers, or equivalent national regulatory license).
• Proven experience managing field-based engineers or installation teams
• Experience in a high-volume, customer-facing environment
• Strong programme and project management experience
• Experience establishing or improving operational processes and SOPs
• Experience managing KPIs, operational performance and service levels
• Strong experience managing internal teams and third-party suppliers or partners
• Proven ability to build and scale an operational function
• Strong understanding of health & safety, quality and compliance in field-service environments
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving capability
• Driving license and access to own car.

• 33 days annual holiday.
• Life insurance.
• Health insurance.
• £12 a day allowance on food