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- Tasks: Lead the Breakdown Management Service, ensuring exceptional customer support and operational excellence.
- Company: Join Halfords, a UK leader in vehicle maintenance and fleet management solutions.
- Benefits: Competitive salary, company car, and opportunities for professional growth.
- Why this job: Make a real impact in a dynamic leadership role within a fast-paced environment.
- Qualifications: Experience in customer-focused operations leadership and strong communication skills.
- Other info: Embrace diversity and be part of an inclusive workplace culture.
The predicted salary is between 36000 - 60000 £ per year.
Commercial Fleet Services (CFS) is Halfords’ specialist B2B motoring division and a recognised UK leader in vehicle maintenance, repairs and fleet management solutions. We support businesses of every size by keeping their vehicles safe, compliant and on the road. To deliver truly round‑the‑clock support, we operate our own dedicated Breakdown Management Service, established in 2017 to be a best‑in‑class provider of 24/7 roadside assistance and service request management. Day or night, our team ensures commercial breakdowns are handled quickly, professionally and within strict timeframes, helping businesses minimise downtime and keep moving.
In this role, you will lead the planning and delivery of our Breakdown Management Service operation, driving industry‑leading performance across a fast‑paced, 24/7 operation. You will be responsible for leading the team, both onsite and during periods of unsocial hours, developing their capability, confidence and expertise to ensure Commercial Fleet Services consistently delivers exceptional service to every customer. You will oversee the day‑to‑day performance, ensuring breakdowns and service requests are managed quickly, professionally and within strict SLA timeframes. A key part of the role will involve developing and utilising strong, effective relationships with internal teams and external partners, enabling seamless service delivery and a truly customer‑first approach. This is a dynamic and influential leadership role where your ability to plan, prioritise, coach, and motivate will directly impact service quality, operational efficiency and the overall reputation of our Commercial Breakdown operation.
Key responsibilities:
- Lead the end‑to‑end performance of the Support Centre, using data, service measurements and smart commercial decision‑making to maximise long‑term revenue, protect margin and ensure cost‑efficient operations.
- Create and champion a truly customer‑obsessed culture, inspiring your team to deliver fast, accurate and empathetic support that keeps fleets moving day and night.
- Recruit, coach and develop a high‑performing team, building capability, confidence and engagement across both onsite and out‑of‑hours operations.
- Drive operational excellence, ensuring the operation runs smoothly, consistently improves performance against KPIs and adheres to all policies, standards and compliance requirements.
- Act as a visible ambassador for the Halfords CFS Values, promoting behaviours that foster accountability, teamwork and a brilliant customer experience across the service.
- Build strong internal and external relationships, working with stakeholders, suppliers and CFS teams to deliver seamless service and maintain our industry‑leading reputation.
- Support the development of a ‘One CFS’ approach, contributing to a united, collaborative and high‑performing business across all Commercial Fleet Services entities.
About you:
You bring experience from a customer focused operations leadership role, ideally within a fast‑paced Support Centre or similar time‑critical commercial environment. You’re an exceptional communicator with strong interpersonal skills, able to influence and engage confidently at all levels. You’re a proven people leader with a track record of developing capability, motivating teams and driving outstanding performance. You thrive in a target‑driven, SLA‑focused environment and know how to keep teams focused, efficient and high‑performing. You build strong internal and external relationships with ease, creating long‑term partnerships that enhance service delivery and collaboration. You’re confident working with data and MI, able to interpret performance insights and use them to guide decisions, improve results and grow capability across your area. You’re flexible in your working pattern and able to support a truly 24/7 operation, always ensuring the team and service runs smoothly.
At Halfords we are committed to creating an inclusive workplace for our colleagues. We’re an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
Head of Operations - Breakdown Management Service in England employer: Halfords Group PLC
Contact Detail:
Halfords Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations - Breakdown Management Service in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a new role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their mission. This will help you stand out as someone who’s genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain why you’re the perfect fit for the Head of Operations role. Highlight your leadership skills and experience in fast-paced environments, and don’t forget to showcase your customer-first mindset.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining Halfords and contributing to our mission of keeping fleets moving.
We think you need these skills to ace Head of Operations - Breakdown Management Service in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in operations leadership, especially in customer-focused environments. We want to see how your skills align with the role of Head of Operations!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven performance and improved service delivery in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can inspire a team and foster a customer-obsessed culture, so don’t be afraid to show us what makes you unique!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Halfords Group PLC
✨Know Your Operations Inside Out
Before the interview, dive deep into understanding the Breakdown Management Service and its role within Commercial Fleet Services. Familiarise yourself with their operational processes, key performance indicators (KPIs), and how they maintain customer satisfaction. This knowledge will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Head of Operations, your leadership style is crucial. Prepare examples of how you've successfully led teams in high-pressure environments. Highlight your experience in coaching and developing team members, as well as how you've fostered a customer-first culture. Be ready to discuss specific situations where your leadership made a tangible difference.
✨Emphasise Relationship Building
Strong relationships are key in this role. Think about times when you've built effective partnerships with internal teams or external stakeholders. Be prepared to share how these relationships improved service delivery or operational efficiency. This will show that you understand the importance of collaboration in achieving business goals.
✨Data-Driven Decision Making
Since the role involves working with data and performance insights, come prepared to discuss how you've used data to drive decisions in past roles. Share examples of how you've interpreted metrics to improve operations or enhance team performance. This will demonstrate your analytical skills and ability to make informed decisions that align with business objectives.