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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive operational excellence.
- Company: Join a forward-thinking company focused on delivering outstanding service and growth.
- Benefits: Enjoy a company car, performance bonuses, generous holiday, and private medical cover.
- Why this job: This role offers hands-on leadership, impactful problem-solving, and the chance to shape customer journeys.
- Qualifications: Experience in leading service operations with strong coaching and decision-making skills required.
- Other info: Willingness to travel nationwide is essential for this exciting opportunity.
The predicted salary is between 48000 - 72000 £ per year.
Our client seeks a confident, commercially minded leader to head a high-performing Service team, delivering outstanding customer experience while driving revenue and continuous improvement. This hands-on leadership role will oversee service operations, leading people, preventing issues, and enhancing every step of the customer journey.
Key Responsibilities:
- Lead and develop a field-based team of engineers and regional managers to meet KPI’s and deliver exceptional service.
- Manage daily operations including job scheduling, callouts, stock, and quality control.
- Track performance metrics like first-time fix rates, SLA compliance, chargeable time, and customer satisfaction to drive improvements.
- Collaborate with Sales and Customer Service to identify revenue opportunities and support upsells.
- Handle customer escalations quickly to ensure lasting solutions and process enhancements.
- Structure and equip the department to support business growth and service delivery.
What They’re Looking For:
- Proven experience leading service or engineering operations, preferably in field-based or technical settings.
- Coaching-led leadership style with a record of building and motivating high-performing teams.
- Strong decision-making skills, commercial awareness, and the ability to improve margins.
- Comfortable using performance data to guide decisions.
- Excellent communication and influencing skills at all levels.
- Full UK driving licence and willingness to travel nationwide weekly.
Benefits:
- Company car.
- Annual performance bonus based on KPI achievement.
- 25 days holiday, gradually increasing to 28 after 5 years’ service.
- Private medical cover.
- Life assurance.
- Company pension scheme.
- On-site parking.
If you’re a forward-thinking leader passionate about problem-solving and delivering excellent service, apply now to advance your leadership career.
Head of Service Operations employer: Oyster Recruitment Limited
Contact Detail:
Oyster Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Operations
✨Tip Number 1
Familiarise yourself with the latest trends in service operations and customer experience. This knowledge will not only help you understand the industry better but also allow you to speak confidently about how you can drive improvements in our team.
✨Tip Number 2
Network with professionals in the field of service operations. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within our company.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams to achieve KPIs and improve customer satisfaction. We value hands-on leadership, so showcasing your past successes will demonstrate your fit for the role.
✨Tip Number 4
Research our company culture and values. Understanding what we stand for will help you align your leadership style with our expectations, making it easier for us to see you as a great addition to our team.
We think you need these skills to ace Head of Service Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service or engineering operations. Emphasise your leadership skills and any achievements related to improving customer satisfaction and operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding customer experiences. Mention specific examples of how you've led teams to success and improved service delivery in previous roles.
Highlight Key Metrics: When detailing your past roles, include quantifiable metrics that demonstrate your impact, such as improvements in first-time fix rates or customer satisfaction scores. This will show your ability to drive performance.
Showcase Leadership Style: Describe your coaching-led leadership style and how it has helped you build high-performing teams. Provide examples of how you've motivated your team and resolved escalations effectively.
How to prepare for a job interview at Oyster Recruitment Limited
✨Showcase Your Leadership Style
Be prepared to discuss your coaching-led leadership style and provide examples of how you've built and motivated high-performing teams in the past. This will demonstrate your ability to lead the service operations effectively.
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to the role, such as first-time fix rates and customer satisfaction scores. Be ready to discuss how you have used data to drive improvements in previous positions.
✨Demonstrate Problem-Solving Skills
Prepare to share specific examples of how you've handled customer escalations and implemented lasting solutions. This will highlight your problem-solving abilities and commitment to enhancing the customer journey.
✨Collaborate and Communicate
Emphasise your experience in collaborating with sales and customer service teams. Discuss how effective communication has helped you identify revenue opportunities and support upsells in your previous roles.
