Field Operations Team Lead

Field Operations Team Lead House of Willow Alexander — Sidcup HQ (100 % on-site) Why this role exists Our gardeners, window cleaners, domestic cleaners and handy-people create the magic our customers feel. Your mission is to keep that magic flowing—co-ordinating daily field ops, unblocking issues on the spot, turning crew notes into extra revenue, and transforming the occasional complaint into a loyalty-building moment. What you’ll be doing Focus How it looks in real life Morning launch 07:30 daily huddle: review routes, kit, stock, safety checks, vibes; everyone rolls out clear on the plan. Live crew support Be the first call when a mower jams, a ladder won’t fit, or a customer changes scope. You triage, re-prioritise, and keep jobs on track. Quality & standards walk-throughs Drop in on jobs (20 % per week) to coach technique, check finish, and snap “wow” photos for marketing. Complaints guardian Own every service gripe from “streaky pane” to “hedge too short”. Call back fast, listen hard, dispatch fix, follow up, close the loop. Extra-work capture Read crew notes daily; quote & schedule upsells (e.g. gutter clear after roof sweep) within 24 h. Crew performance & wellbeing Track individual metrics, run 1-to-1s, flag training needs, celebrate wins, and keep pulse on morale. Stock & kit stewardship Ensure vans leave stocked, tools are serviced, and eco-chem inventory is cost-smart and waste-free. Data hygiene Verify job statuses, before/after pics and mileage so Finance and Sustainability dashboards stay squeaky-clean. Success metrics MetricTarget First-time-right job completion ≥ 92 % Complaint resolution time Additional-works conversion ≥ 20 % of crew notes become booked workField Staff retention ≥ 95 % annually On-site quality audits 8 per week with score logged You’ll thrive here if you… Have 3 years supervising multi-trade mobile teams (facilities, FM, hospitality, soft services or similar). Juggle people, problems and priorities without losing your cool (or your sense of humour). Can coach a rookie on brush strokes one minute and soothe a fussy customer the next. Speak the language of KPIs and cost-to-serve but care just as much about crew wellbeing. Are tech-curious—our crews work from mobile apps and you’ll live in dashboards and digital job cards. Believe great service can heal the planet (and know a tidy van reflection is the best free ad). Package & perks Competitive salary quarterly quality/upsell bonus 28 days holiday your birthday off Carbon-neutral pension & share-of-impact rewards Training budget for trade refreshers, leadership courses o Free barista-grade coffee and home baking (because we can)

Location: Sidcup, UK, GB

Posted Date: 7/19/2025