Operational Team Leader

Operational Team Leader

Location: Norwich

Salary: £35,000

Job Type: Permanent

Sector: Coffee

Are you looking for an interesting role where you can take ownership of regional performance, support engineers and make a genuine operational impact?

We are looking for a Operational Team Leader (RTL ) to join our client's team in Norwich.

This is an operational leadership position focused on maximising the daily output, performance and discipline of a defined regional engineering team.

The Role

As Operational Team Leader, you will take responsibility for the day-to-day operational control of the regional engineering team, ensuring work is scheduled effectively, service levels are maintained and customer requirements are met.

Your responsibilities will include:

Optimising daily schedules and engineer workloads.

Monitoring and maintaining regional SLA performance.

Reallocating resources in response to emergencies and changing priorities.

Liaising with customers regarding service execution.

Monitoring jobs completed per engineer per day.

Improving regional First-Time Fix performance.

Monitoring repeat visits and overtime trends.

Identifying and addressing non-conformities and customer complaints.

Conducting regular engineer touchpoints and providing immediate coaching and correction where required.

Managing behavioural and performance issues, escalating to the FSM where appropriate.

Supporting formal engineer performance reviews.

What You'll Be Doing

The role has a strong focus on performance, communication and continuous improvement.

You will lead daily regional enginee...