Field Service

2 weeks ago

Sidcup DA DT, United Kingdom Willow Alexander Gardens Full time £34,000 - £38,000 per year

Role Overview

The Field Service & Client Relations Manager is the bridge between our management office and our on-the-ground service teams.

This hybrid role combines team supervision, client liaison, and sales enablement — ensuring every visit, van, and customer interaction meets the House of Willow Alexander standard.

You'll oversee the daily performance of the Garden Maintenance teams, manage enquiries and field escalations, conduct on-site quality checks, and act as a visible brand ambassador for our home and garden services.

The role requires a confident communicator with practical horticultural experience, commercial awareness, and the ability to "jump on the tools" when needed.

Key Responsibilities

Team Leadership & Operations

  • Supervise Garden Team Leaders and Garden Maintenance Operatives across all active routes.
  • Support daily schedules and ensure van readiness in coordination with the Yard & Logistics Supervisor.
  • Conduct morning team briefings and field audits to maintain professional standards of uniform, equipment, and conduct.
  • Step in operationally when staff are absent or additional support is needed.
  • Ensure daily productivity targets are met (average of 7 visits per van per day).

Client Liaison & Sales Support

  • Serve as the main field contact for regular and high-value clients, resolving on-site queries and maintaining relationships.
  • Attend site visits to assess job quality, confirm client satisfaction, and identify upselling opportunities.
  • Support the Sales team with quotations, follow-ups, and cross-selling of additional services (cleaning, window cleaning, handyman, etc.).
  • Record all client feedback, leads, and actions within the CRM system.

Quality, Standards & Compliance

  • Conduct scheduled and random on-site quality audits.
  • Ensure adherence to brand presentation, sustainability, and health & safety standards.
  • Work with HR and the Operations Director to support performance management of field staff.
  • Contribute to ongoing training and mentoring for Team Leaders.

Reporting & Communication

  • Provide weekly reports covering:
  • Field performance
  • Quality and client satisfaction
  • Upsell conversions
  • Attendance and efficiency metrics
  • Act as the communication bridge between field staff and management, ensuring smooth escalation and resolution of issues.

About You

  • Proven experience in garden maintenance, landscaping, or a related field service environment.
  • Strong leadership and communication skills — able to motivate teams and delight clients.
  • Confident in quoting, upselling, and explaining service packages.
  • Organised, proactive, and solution-focused.
  • Full UK driving licence essential.

At House of Willow Alexander, we're building the UK's most trusted name in sustainable home and garden care — powered by design, purpose, and people.

As part of our leadership team, you'll help uphold the quality, service, and standards that define our brand, while shaping how we grow across London and the South East.

Job Types: Full-time, Permanent

Pay: £34,000.00-£38,000.00 per year

Benefits:

  • Company pension
  • Employee discount

Work Location: In person

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