Field Operations Area Manager

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We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric. Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.

🚀 Field Operations Area Manager

📍 Location: Dublin or Cork | Hybrid working

🕒 Permanent

This role covers Monday to Saturday between 8am-4pm, however due to business requirements, this will require flexibility.

🔍 The Job

The Field Operations Team Manager will own the delivery of end-to-end field operations for an defined patch of direct and contract service / heating engineers, to deliver a range of products including gas/oil servicing, gas/oil boiler installations, central heating heating upgrades, heap pump installation, and all new customer based service products in development.

They will be responsible for ensuring that all service target numbers for these patches are delivered and for the development and effective integration of new products and ensure that they are delivered in a safe and cost-efficient manner.

They will work with management and back-office admin to achieve a defined set of KPI’s for field operations success, in addition to managing relationships with all third-party service providers that BGE uses for engineer and customer support, and also identify opportunities for team expansion of personnel.

💼Key Responsibilities

• Own all field operation elements for patch, engineer capacity planning monthly and in-day, field operative utilisation and operation efficiency. Ensure that all field services delivered through Bord Gáis Energy are in line with best-in-class industry, quality, and safety guidelines and are implemented efficiently, in line with Bord Gáis Energy brand guidelines.
• Delivery on performance management of field operations to defined and future field-based metrics (KPI) and ensure team deliverables and management of the quarterly incentive plan (QIP).
• Own the inventory management of assigned patch for all parts within the relationship for current and future supply chains, safety-based equipment, tools, consumables, and field assets.
• Own and manage the EHS and QA relationships to ensure maximum team efficiency and quality while optimising teams field performance. including setting and agreeing targets, performance management and assessments, risk management & audit reviews.
• Manage the Service and Solutions skills and compliance matrix for field operations team, including providing in-house and on-site inductions, training and success mentoring and quality assessments for new and existing operatives. Development and delivery of team technical, safety and performance team briefings.
• Own and effectively resolve all customer related complaints in a timely, efficient, and cost-effective manner, which includes all customer red alerts with in 1 hour of escalation both in and out of hours. Embed a culture of complaint reduction throughout the Services and Solutions team.
• Develop, expand, and operationalise all new Services and Solutions products and sustainability initiatives, while driving a lean and cost-effective approach to field team operation and management. Driving the expansion of the team’s technical capabilities for additional Service and Solutions products to meet the team expansion and strategic growth targets.
• Responsibility to embed a culture of safety, quality, diversity and inclusivity within the field operations and Services and Solutions team.

Leadership & Teamwork

• Ability to communicate and sell to others internally about business strategy, requirements, and needs
• Ability to lead and communicate to and manage a field based technical team.
• Ability to lead and co-ordinate different areas within BGE and broader Centrica group
• Excellent team player with the ability to work cross-functionally
• Experience with identifying improvement opportunities particularly in relation to customer and product value, generating ideas and implementing solutions

Knowledge, Skills & Experience

• Experience in managing field operations technical teams for the heating industry
• Expert knowledge of plumbing, gas/oil, and renewables industry, with the required technical qualifications and regulatory affiliations/registrations.
• Strong technical, reporting, and analytical skills
• Proven team player and team leader
• Strong background in training and mentoring

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

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