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 engineer huddles, focusing on priorities, risks and SLA performance, alongside weekly performance reviews.
You will also hold monthly individual performance conversations with engineers and provide input into formal performance reviews.
Key performance measures will include:
Regional SLA %
First-Time Fix %
Repeat visit %
Jobs per engineer per day
Overtime %
Customer complaints
Non-conformity trends
Development & Reward
This is an opportunity to develop your leadership skills with the business investing in external development, including:
Emotional Intelligence training
Leadership development
Performance coaching
Advanced communication training
The Client.
A client with a fantastic company culture who really do value each and every employee. A family run business with an exceptional growth strategy, led by a passionate, driven, super talented leadership team in which you will play a pivotal part.
What We're Looking For
We are looking for someone who can confidently lead and support an engineering team, while maintaining a strong focus on operational performance and customer service.
You will need to be comfortable monitoring performance, identifying issues, coaching individuals and taking appropriate action when standards are not being met.
If you're looking for an interesting leadership role in Norwich, where you can make a real difference to regional performance while continuing to develop your leadership skills, we'd like to hear from you.

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