Head of Operations (Heating / Plumbing / Facilities Services) – South East

Caterham, Surrey
Arco Recruitment

A large, family-owned, independent provider of heating, plumbing and property services across the South East is looking to appoint an experienced Head of Operations to lead day-to-day delivery across installations, repairs and planned/reactive maintenance.

This is a senior, hands-on leadership role for someone who thrives in a fast-paced environment, can manage dispersed field teams, and can raise performance, compliance and customer outcomes across multiple contracts.

Location: Surrey / South East (with regular travel to sites and client meetings)

Reporting to: Operations & Client Services Director

The role

You’ll take overall operational ownership for service delivery, ensuring works are completed safely, efficiently and to agreed standards / SLAs, while working closely with fellow department heads to keep teams aligned and customers satisfied.

Key responsibilities

• Operational leadership: Own day-to-day delivery across field and office functions, keeping jobs flowing and resources deployed effectively.
• Workforce management: Lead, coach and develop managers, engineers and support teams; support recruitment, training and retention.
• Planning & scheduling: Oversee job allocation, productivity, and the handling of urgent works, cancellations and resourcing gaps.
• Quality & customer experience: Monitor performance and service quality; act as an escalation point and drive lasting resolution and improvements.
• Compliance & safety: Maintain strong H&S standards and ensure adherence to relevant regulations (e.g., Gas Safe / HSE requirements and company policies).
• Performance & improvement: Report on KPIs, team output and operational risks; identify process improvements and implement better ways of working/systems.
• Commercial support: Provide operational input into mobilisation, contract delivery, tenders and growth initiatives.

What we’re looking for (essential)

• 10+ years’ senior operational leadership experience in a service-led environment (heating, plumbing, building services, FM, utilities or similar).
• Proven experience managing large, geographically spread field teams and office-based functions.
• Strong working knowledge of H&S and compliance within a regulated environment.
• Commercially minded, comfortable with budgets, costs, KPIs and operational decision-making.
• Calm under pressure, solutions-focused, and able to drive high standards and accountability.

Desirable

• Technical background/qualifications in heating, gas or building services.
• Experience with scheduling / field service management systems and process optimisation.

Package & benefits

• £100,000 basic salary
• Private medical insurance
• Company car + fuel card or car allowance
• Profit share: 1% of total profits (typically £10k-£15k p.a. based on the last two years)

Confidential search

This vacancy is being advertised discreetly due to the seniority of the role. Company details will be shared with shortlisted applicants only.