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- Tasks: Lead a dynamic team to enhance customer experience and drive service operations.
- Company: Join a forward-thinking company focused on exceptional service and continuous improvement.
- Benefits: Enjoy a company car, performance bonuses, private medical cover, and generous holiday allowance.
- Why this job: This role offers hands-on leadership, growth opportunities, and the chance to make a real impact.
- Qualifications: Proven experience in service operations with strong leadership and decision-making skills required.
- Other info: Willingness to travel nationwide is essential for this exciting leadership position.
The predicted salary is between 48000 - 72000 £ per year.
Our client seeks a confident, commercially minded leader to head a high-performing Service team, delivering outstanding customer experience while driving revenue and continuous improvement. This hands-on leadership role will oversee service operations, leading people, preventing issues, and enhancing every step of the customer journey.
Key Responsibilities:
- Lead and develop a field-based team of engineers and regional managers to meet KPI’s and deliver exceptional service.
- Manage daily operations including job scheduling, callouts, stock, and quality control.
- Track performance metrics like first-time fix rates, SLA compliance, chargeable time, and customer satisfaction to drive improvements.
- Collaborate with Sales and Customer Service to identify revenue opportunities and support upsells.
- Handle customer escalations quickly to ensure lasting solutions and process enhancements.
- Structure and equip the department to support business growth and service delivery.
What They’re Looking For:
- Proven experience leading service or engineering operations, preferably in field-based or technical settings.
- Coaching-led leadership style with a record of building and motivating high-performing teams.
- Strong decision-making skills, commercial awareness, and the ability to improve margins.
- Comfortable using performance data to guide decisions.
- Excellent communication and influencing skills at all levels.
- Full UK driving licence and willingness to travel nationwide weekly.
Benefits:
- Company car.
- Annual performance bonus based on KPI achievement.
- 25 days holiday, gradually increasing to 28 after 5 years’ service.
- Private medical cover.
- Life assurance.
- Company pension scheme.
- On-site parking.
If you’re a forward-thinking leader passionate about problem-solving and delivering excellent service, apply now to advance your leadership career.
Head of Service Operations employer: Oyster Recruitment Limited
Contact Detail:
Oyster Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Operations
✨Tip Number 1
Familiarise yourself with the latest trends in service operations and customer experience. This knowledge will not only help you during interviews but also demonstrate your commitment to continuous improvement, which is crucial for this role.
✨Tip Number 2
Network with professionals in the field of service operations. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within their organisations.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams to achieve KPIs and improve customer satisfaction. Having concrete stories ready will showcase your leadership style and problem-solving skills effectively.
✨Tip Number 4
Research our company culture and values at StudySmarter. Understanding what we stand for will help you align your answers with our expectations and show that you're a great fit for our team.
We think you need these skills to ace Head of Service Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading service or engineering operations. Emphasise your coaching-led leadership style and any achievements in building high-performing teams.
Craft a Compelling Cover Letter: In your cover letter, showcase your commercial awareness and decision-making skills. Provide specific examples of how you've improved margins and driven performance metrics in previous roles.
Highlight Relevant Skills: Clearly outline your excellent communication and influencing skills. Mention your comfort with using performance data to guide decisions, as this is crucial for the role.
Show Enthusiasm for the Role: Express your passion for problem-solving and delivering excellent service. Make it clear why you are excited about the opportunity to lead a high-performing Service team.
How to prepare for a job interview at Oyster Recruitment Limited
✨Showcase Your Leadership Style
Be prepared to discuss your coaching-led leadership style and provide examples of how you've built and motivated high-performing teams in the past. This will demonstrate your ability to lead the service operations effectively.
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to the role, such as first-time fix rates and customer satisfaction. Be ready to discuss how you have used data to drive improvements in previous positions.
✨Demonstrate Problem-Solving Skills
Prepare to share specific examples of how you've handled customer escalations and implemented lasting solutions. This will highlight your problem-solving abilities and commitment to enhancing the customer journey.
✨Collaborate and Communicate
Emphasise your experience in collaborating with sales and customer service teams to identify revenue opportunities. Strong communication skills are essential, so be ready to discuss how you've influenced stakeholders at all levels.
