Installation Manager
Luton | £75,000 + bonus | Full-time, permanent
We are working with a leading global retail and technology business to recruit an Installation Manager to manage and grow its installation and assembly services for furniture, domestic appliances and other big and bulky products.
A recognised technical qualification in gas and/or electrical installation is essential, alongside experience managing installation teams or service partners. You will bring the technical understanding and leadership skills needed to maintain safe working practices, develop technician capability and deliver a reliable customer experience.
The role oversees installation partners, field operations, service quality and costs, ensuring installations are completed safely, on time and to agreed standards.
Key Responsibilities
Installation Operations
Manage end-to-end installation operations for furniture, appliances and oversized items.
Plan daily and weekly installation capacity in line with order volumes, job complexity and technician competence.
Ensure installations are completed on time, right first time and in line with company standards.
Partner & Technician Management
Recruit, onboard and manage installation partners, contractors and service providers.
Define installation procedures, quality standards and training requirements.
Ensure technicians have the appropriate qualifications, competence and authorisations for their allocated work.
Monitor partner performance, productivity and compliance with service-level agreements.
Customer Experience
Own the installation customer journey, including scheduling, communication and issue resolution.
Work closely with Customer Service to manage escalations, repeat visits and compensation cases.
Improve customer satisfaction, NPS and first-time installation success rates.
Quality, Safety & Compliance
Ensure installation activities meet applicable health, safety and regulatory requirements.
Apply your technical knowledge to review installation methods and identify risks, involving relevant specialists where required.
Implement training, audits and inspections to reduce incidents, damage and repeat visits.
Investigate installation failures and introduce corrective actions that prevent recurrence.
Cost & Performance Management
Manage installation budgets, cost per install and partner fees.
Track installation lead times, rework, damage, productivity and cost efficiency.
Identify opportunities to improve processes and increase capacity while maintaining safety and quality.
Cross-Functional Collaboration
Work with Logistics, Warehouse and Last-Mile teams to ensure effective handovers.
Support Commercial and Category teams with installation feasibility, pricing and service design.
Contribute to new product onboarding, ensuring the necessary skills, equipment and procedures are in place before launch.
Qualifications & Experience
A recognised qualification in gas and/or electrical installation is essential. Please detail the qualifications you hold and any relevant current registrations or certifications in your application.
Practical experience in gas, electrical or domestic appliance installation, supported by a sound understanding of safe working practices.
Experience managing installation operations, field service teams or technical service delivery.
Strong experience managing external service providers, contractors or technician networks.
Ability to assess training needs, develop technician capability and maintain consistent installation standards.
Understanding of appliance or home installation processes, including site readiness, technical requirements and customer handover.
Strong knowledge of health and safety, quality assurance and field compliance.
Experience managing budgets, service-level agreements and operational performance.
Strong communication, analytical and problem-solving skills, with a customer-focused approach.
A degree in Operations, Engineering, Logistics or a related field would be beneficial but is not essential.