At a Glance
- Tasks: Lead and inspire a large team to deliver exceptional customer service across the UK and Ireland.
- Company: Join Miele, a premium brand known for quality and customer experience.
- Benefits: Enjoy competitive salary, bonuses, discounts, health plans, and hybrid working.
- Other info: Opportunity for career growth in an inclusive workplace that values diverse perspectives.
- Why this job: Make a lasting impact on customer loyalty and drive business growth in a dynamic environment.
- Qualifications: Extensive leadership experience and a passion for customer service excellence.
The predicted salary is between 60000 - 80000 £ per year.
At Miele, exceptional products deserve an exceptional customer experience. We are looking for an inspiring and transformational leader to head our Domestic Field Service Operations across the UK and Ireland. Reporting to the Director of Service and as a key member of the Service Leadership Team, you will lead seven Regional Service Managers, around 100 Service Technicians and our Technical Repair Centre. This is a pivotal leadership role responsible for creating a service experience that delights customers, builds lifetime loyalty and delivers on our premium brand promise. You will lead the continued evolution of our Field service operation, balancing customer experience, operational excellence and commercial performance to drive sustainable business growth.
We are looking for a leader who combines strategic thinking with a hands-on approach. You'll be visible across the business and in the field, building strong relationships with teams, customers and stakeholders, understanding challenges first-hand and translating insight into action. You will foster an inclusive culture where different perspectives are valued, people feel empowered to contribute, and everyone has the opportunity to grow and succeed. Since 1899, Miele has been guided by our philosophy of Immer Besser – Forever Better. We take immense pride not only in the quality of our appliances, but in every interaction our customers have with our brand. This role offers a unique opportunity to shape that experience and make a lasting impact on customers across the UK and Ireland.
Your Responsibilities
- In close collaboration with the Service Leadership Team, you will lead the Field Service operation and Technical Repair Centre across the UK and Ireland, ensuring a safe, efficient and customer-focused environment.
- Through visible, inclusive and inspiring leadership, you will create a culture where customer experience sits at the heart of every decision and every customer interaction.
- By maintaining a regular presence in the field, Technical Repair Centre and head office, you will build strong relationships with colleagues, understand operational challenges and support teams to deliver exceptional results.
- You will maximise sales through service opportunities, using every customer interaction to strengthen loyalty, drive revenue growth and increase market share across the UK and Ireland.
- Using customer insight, customer satisfaction measures and operational performance data, you will identify opportunities for improvement and lead initiatives that enhance customer experience, business performance and operational excellence.
- Through effective management of resources and service coverage, you will ensure customers receive a consistent, high-quality service experience while maximising efficiency, productivity and profitability.
- With a strong focus on people development and continuous improvement, you will create an environment where individuals feel valued, supported and empowered to achieve their full potential.
What We Are Looking For
- Extensive leadership experience managing large-scale operational, field-based or technical service teams.
- A proven track record of leading leaders and building high-performing teams across geographically dispersed operations.
- A visible and engaging leadership style, with the ability to build trust, inspire teams and create an inclusive culture.
- Experience delivering continuous improvement and transformational change programmes that drive customer, operational and commercial success.
- Strong stakeholder management and influencing skills, with the ability to build relationships and drive results across multiple functions.
- Excellent communication skills and the ability to engage, motivate and develop large teams.
- Strong organisational, analytical and project management skills, with the ability to balance strategic priorities and operational demands.
- Experience leading customer-facing operations and a passion for delivering exceptional customer experiences.
Why Join Miele?
Our service operation plays a vital role in delivering customer loyalty, supporting sustainability and protecting the reputation of one of the world's most respected premium brands. Every service interaction is an opportunity to strengthen our relationship with customers and demonstrate what makes Miele different. This role offers the opportunity to influence the future direction of Service within Miele, lead significant business improvement initiatives and make a lasting impact across the UK and Ireland.
What We Offer
- Annual bonus opportunity of up to 2 month's salary.
- Company car.
- Generous discounts on Miele products for yourself, family and friends.
- Health cash plan and free eye tests.
- Discounted gym membership.
- Subsidised onsite café.
- Financial wellbeing support, recognition schemes and a comprehensive benefits package.
- Hybrid working approach, balancing time in the office, the field and home working.
Additional Information
This is a full-time, permanent position with regular travel across the UK and Ireland. The role requires a visible leadership presence both in the field and at our headquarters. Our UK headquarters is currently based in Abingdon and will relocate to Central Reading in early 2027. The successful candidate will therefore need to be able to commute to Reading, with transitional arrangements discussed during the recruitment process. At Miele, we are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all backgrounds and particularly encourage applications from women and individuals who are currently underrepresented in operational and technical leadership roles. What matters most is your ability to inspire people, build trust and help our teams deliver exceptional experiences for our customers.
Head of Domestic Field in Abingdon employer: Miele AG
Miele is an exceptional employer that fosters a culture of continuous improvement and innovation, perfectly aligning with our 'Immer Besser' philosophy. Located in Abingdon, we offer a hybrid work environment, competitive salary, and a comprehensive benefits package, including extensive discounts on our premium products and a commitment to employee well-being through health plans and gym memberships. Join us to be part of a team that values collaboration, creativity, and personal growth while delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Domestic Field in Abingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Miele AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Miele AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Domestic Field in Abingdon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Miele AG:Your cover letter is your chance to shine! Tell us why you want to work at Miele AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Miele AG!
How to prepare for a job interview at Miele AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
