At a Glance
- Tasks: Lead a dynamic customer service team in the fast-growing EV charging sector.
- Company: Join a high-growth company at the forefront of the UK's energy transition.
- Benefits: Earn up to £60,000 plus bonuses and enjoy hybrid working with a company vehicle.
- Other info: Exciting opportunity for career growth in a rapidly evolving industry.
- Why this job: Make a real impact in customer operations while driving the future of renewable energy.
- Qualifications: Proven experience in managing high-volume customer contacts and leading teams.
The predicted salary is between 60000 - 60000 £ per year.
About the role
Our client is a high-growth EV charging and renewables installation business, operating at the forefront of the UK's energy transition. They deliver high-quality products and installation services through a direct-to-consumer model and partner networks, with a relentless focus on the end-to-end customer journey from purchase through to installation.
As Head of Customer Service & Operations, you will take full ownership of their customer operations, leading a multi-team contact centre handling high volumes of inbound enquiries, product support, installation queries, and complaint resolution across phone, email, and live chat. This is a senior leadership role for someone who thrives in a fast-paced, customer-driven environment and knows how to build a team that delivers consistently, even under pressure.
Key responsibilities
- Leading a high-volume, multi-team contact centre operation across customer support, technical support, and installation coordination, maintaining performance and service standards at pace.
- Owning SLA and CSAT performance across all contact channels, with clear reporting, ticket management, and a relentless focus on first contact resolution.
- Managing the end-to-end customer journey when field engineers are involved, ensuring proactive communication, effective delay management, and fast resolution when things go wrong.
- Using contact and ticket data to identify trends, diagnose root causes, and present actionable solutions to senior leadership.
- Taking personal ownership of complex complaints and escalations, resolving issues decisively and embedding the learning across the team.
- Coaching, developing, and holding your team leaders accountable for both performance and customer outcomes.
- Leading the adoption and implementation of AI tools across the team and customer-facing operations, identifying where technology can improve speed, consistency, and customer outcomes.
- Driving process improvements that reduce handling times, improve resolution rates, and keep pace with a growing customer base.
About you
- A proven contact centre leader with experience managing high volumes of customer contacts across multiple channels in a fast-paced environment.
- A background in retail, utilities, field services, or any sector where products are sold direct to consumers and service interactions are frequent, emotionally-charged, and time-sensitive.
- Comfortable managing the customer journey end to end, including when contractors, engineers, or field teams are part of the picture.
- Highly data-driven, you live in your ticket data and KPIs and use them to make decisions, not just write reports.
- Experienced in complaint management and escalation handling, you take ownership and fix things properly.
- A hands-on leader who coaches and develops team leaders to raise standards and hold accountability across the operation.
- Familiar with AI tools or automation in a customer service context, whether you have implemented them or worked alongside them.
- A confident communicator who can present performance and solutions clearly to senior leadership.
Backgrounds we are looking for
We are particularly interested in candidates who have led customer operations in retail, utilities, energy, field services, or home services, where speed, volume, and customer satisfaction all matter at once. Experience coordinating around engineers, contractors, or installation teams is a strong advantage. EV or renewables experience is not required.
What's on offer
- Base salary up to £60,000 dependent on experience.
- Bonus of up to 10%, split between 5% individual performance and 5% company performance.
- Company car or car allowance.
- Hybrid working, 3 days in the office and 2 days from home.
- Pension and company EV charger perks.
Please apply directly via LinkedIn. Contact bethany.crofts@everec.co.uk for any questions.
Head of Customer Service & Operations - EV Charging & Renewables Installation - Birmingham / UK Midlands - Hybrid (3 days in office) - Up to £60,000 + 10% Bonus + Company Vehicle/Allowance employer: EVEREC
Join a pioneering EV charging and renewables installation company in Birmingham, where you will lead a dynamic customer service and operations team dedicated to enhancing the customer journey. With a strong focus on employee development, a hybrid working model, and competitive benefits including a company vehicle and performance bonuses, this role offers a unique opportunity to thrive in a fast-paced environment while contributing to the UK's energy transition.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service & Operations - EV Charging & Renewables Installation - Birmingham / UK Midlands - Hybrid (3 days in office) - Up to £60,000 + 10% Bonus + Company Vehicle/Allowance
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service and operations. Think about how you would handle high-pressure situations and be ready to share your success stories that highlight your leadership skills.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used data to improve customer satisfaction and operational efficiency in past roles. This will resonate well with employers looking for someone who can manage performance metrics effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in the role and the company. Let’s get you that dream job!
We think you need these skills to ace Head of Customer Service & Operations - EV Charging & Renewables Installation - Birmingham / UK Midlands - Hybrid (3 days in office) - Up to £60,000 + 10% Bonus + Company Vehicle/Allowance
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role. Highlight your experience in managing customer operations and leading teams, especially in fast-paced environments. We want to see how your background aligns with our focus on customer satisfaction and operational excellence.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and operations. Share specific examples of how you've improved processes or resolved complex issues in previous roles. We love a good story!
Showcase Your Data Skills:Since we’re all about data-driven decisions, make sure to highlight your experience with KPIs and ticket management. Tell us how you've used data to identify trends and improve customer outcomes. We want to know how you can bring that expertise to our team!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at EVEREC
✨Know Your Customer Journey
Make sure you understand the end-to-end customer journey, especially in a fast-paced environment like EV charging and renewables. Be ready to discuss how you would manage customer interactions from purchase to installation, and how you can ensure a seamless experience.
✨Data-Driven Decision Making
Since this role is highly data-driven, come prepared with examples of how you've used ticket data and KPIs to improve performance in previous roles. Highlight specific instances where your analysis led to actionable solutions or process improvements.
✨Showcase Your Leadership Style
As a senior leader, it's crucial to demonstrate your coaching and development skills. Share examples of how you've held team leaders accountable and improved standards within your teams, especially in high-volume contact centre settings.
✨Embrace Technology
Familiarity with AI tools is a plus, so be ready to discuss any experience you have with implementing or working alongside technology in customer service. Talk about how you envision using these tools to enhance customer outcomes and streamline operations.
