We are looking for an experienced Operations Supervisor (Midlands) to support the delivery of high-quality service across our field engineering and administration teams. This field-based role will focus on driving operational efficiency, supporting performance, maintaining compliance, managing expenditure and refrigerant usage, and building strong working relationships with engineers and customer representatives.

About the role

As Operations Supervisor, you will work closely with the Regional and National Managers, Desk Engineers, Coordinator Analysts and Administration teams to ensure service delivery targets are met. You will help manage resources, monitor day-to-day engineering performance, support planning activity, and ensure work is completed safely, efficiently and in line with customer expectations.

Key responsibilities

• Support operational performance across engineering, coordination and administration teams.
• Manage resources effectively to help achieve SLAs, meet customer deadlines and reduce regional backlogs.
• Monitor engineer performance, including day-to-day work quality, absence matters, return-to-work interviews and investigations where required.
• Ensure PPM programmes, including legislative and compliance activity, are planned and completed.
• Build positive relationships with client representatives, Regional Maintenance Managers and stores.
• Provide technical support to the field engineering team, including diagnostic and fault-finding support when required.
• Support site audits, handovers and dilapidation reports, escalating concerns to management as needed.
• Identify chargeable works, prepare quotations and review parts and refrigerant usage.
• Promote a strong customer service culture and handle customer complaints professionally.
• Participate in escalation cover and the duty manager rota when required.

People and team leadership

You will play an active role in developing a positive team environment by communicating regularly, identifying training requirements, supporting coaching activity, and ensuring schedules and rotas are in place and clearly communicated. You will also work collaboratively with other departments to ensure deadlines are met in the most efficient way.

About you

The successful candidate will be customer focused, organised and confident working with both operational teams and customer contacts. You will be able to prioritise effectively, communicate clearly, take ownership of issues and contribute positively to continuous improvement across the department.

What we are looking for

We are looking for someone who leads by example, takes personal responsibility for performance, works well with colleagues and customers, and is comfortable supporting both operational delivery and team development. The role would suit someone who enjoys a varied, hands on position where no two days are the same.