Head of Operations - Breakdown Management Service in London

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.

• 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.

• 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.

Not sure you meet all the criteria? We encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We are an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.