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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, inclusive workplace, 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 operations leadership with strong communication and people management skills.
- Other info: Flexible working hours and a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
About Commercial Fleet Services (CFS) 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.
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.
Not sure you meet all the criteria? We’d encourage you to take the wheel and apply anyway! 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.
Work location: ULM Services Lakhpur Court Cavendish House Staffordshire Technology Park Stafford ST18 0FX
Head of Operations - Breakdown Management Service in Stafford employer: Halfords
Contact Detail:
Halfords Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations - Breakdown Management Service in Stafford
✨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 Head of Operations role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase how you can contribute to their customer-obsessed culture and operational excellence.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in fast-paced environments makes you the perfect fit for leading a 24/7 operation. Highlight your ability to motivate teams and drive performance under pressure.
✨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 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 Stafford
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about leading a team in a fast-paced environment like ours. Share specific examples of your experience that align with our customer-first approach.
Tailor Your CV: Make sure your CV is tailored to the Head of Operations role. Highlight your leadership experience and any relevant achievements in operations management. We love seeing how you've driven performance and built strong teams in previous roles!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your skills and experiences that relate to the job.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our Halfords family!
How to prepare for a job interview at Halfords
✨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
Prepare examples of how you've successfully led teams in high-pressure environments. Think about specific situations where you motivated your team, improved performance, or handled challenges effectively. Highlighting your ability to inspire a customer-obsessed culture will resonate well with the interviewers.
✨Build Relationships, Even in the Interview
Since this role involves building strong internal and external relationships, be ready to discuss how you've done this in the past. Share stories that illustrate your interpersonal skills and how you've collaborated with stakeholders to enhance service delivery. This will show that you understand the importance of teamwork in achieving operational excellence.
✨Data-Driven Decision Making
Brush up on your data analysis skills and be prepared to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've interpreted performance insights to improve operations or guide your team's focus. This will demonstrate your analytical mindset and ability to leverage data for continuous improvement.
