At a Glance
- Tasks: Lead customer service operations and drive improvements for a busy team.
- Company: Fast-growing provider of heating and home energy solutions.
- Benefits: Competitive salary, company vehicle, hybrid work, and generous holiday allowance.
- Other info: Opportunity for career growth with a focus on continuous improvement.
- Why this job: Shape customer service excellence and make a real impact in a dynamic environment.
- Qualifications: Proven experience in customer service leadership within the heating or energy sector.
The predicted salary is between 60000 - 70000 £ per year.
Our client is a well‑established and fast‑growing provider of heating and home energy solutions, recognised for delivering high‑quality products and exceptional after‑sales support to customers across the South East. As part of their continued expansion, they are now seeking an experienced Head of Customer Service to lead their service operations and drive improvements across the department. This is an excellent opportunity for a proven service leader to take ownership of a busy customer service and engineering function, shaping processes, developing teams and ensuring a consistently high‑quality customer experience.
The successful candidate will oversee customer service delivery, technical support coordination and field engineering performance, ensuring the department operates efficiently, professionally and in line with wider business objectives.
Position Remuneration- Salary: Depending on experience
- Hybrid
- Company Car
- Discretionary Annual Bonus
- Hours: 8:30am – 5:00pm, Monday to Friday
- Holiday: 25 days plus Bank Holidays (rising to 30 days after 5 years’ service)
- Additional Benefits: Life Insurance, Private Healthcare scheme, milestone birthday rewards and long‑service awards
- Lead departmental performance — taking a key role in driving change, continuous improvement and the overall management of the service function as a business unit
- Oversee daily service operations — managing customer enquiries, complaints, technical support coordination and service performance while leading and developing the team to deliver an efficient, professional and customer‑focused service aligned with business objectives
- Provide leadership to engineers and service teams — acting as line manager for field engineers and overseeing customer service advisors to ensure high standards of service and technical support
- Manage departmental strategy — maximising engineer efficiency, productivity and utilisation through effective planning, scheduling and resource allocation
- Develop strong stakeholder relationships — maintaining positive communication and collaboration with internal teams, installers and service partners
- Review and improve processes — continuously assessing and streamlining workflows across the service department
- Promote a customer‑centric culture
- Industry background — proven experience within the heating, boiler or home energy sector, with strong technical understanding of service operations
- Leadership of service functions — experience managing customer service teams and field‑based engineers, ensuring high standards of service and operational delivery
- Operational management — background in overseeing daily service operations including enquiries, complaints, technical support coordination and service performance
- Resource planning capability — experience in scheduling, workforce planning and maximising engineer utilisation to meet customer demand
- Continuous improvement mindset — ability to review, streamline and enhance service processes to improve efficiency and customer satisfaction
- Stakeholder engagement — strong communication skills with the ability to build effective relationships with internal teams, installers and service partners
- Customer‑centric approach — commitment to delivering a professional, responsive and high‑quality customer experience
- Performance management — experience managing attendance, wellbeing, performance reviews and team development
- Commercial awareness — understanding of operational targets, KPIs and cost‑effective service delivery
- Full UK driving licence — with the ability to travel to sites and regional locations as required
Head Of Customer Service in Sevenoaks employer: Streamline Search Ltd
Join a dynamic and rapidly expanding provider of heating and home energy solutions, where your leadership as Head of Customer Service will directly influence the quality of customer experiences across the South East. With a strong commitment to employee development, a hybrid working model, and a comprehensive benefits package including private healthcare and generous holiday allowances, this company fosters a supportive and collaborative work culture that prioritises continuous improvement and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Customer Service in Sevenoaks
✨Tip Number 1
Network like a pro! Reach out to your connections in the heating and home energy sector. Attend industry events or webinars, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, recent projects, and customer service approach. We want you to show them you’re not just another candidate, but someone who genuinely cares about their mission and can lead their service operations effectively.
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you’ve driven change or improved processes in previous roles. We want you to demonstrate your experience managing teams and delivering high-quality service, so have those anecdotes ready to go.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that Head of Customer Service role!
We think you need these skills to ace Head Of Customer Service in Sevenoaks
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in customer service and any leadership roles you've had, especially in the heating or home energy sector. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can drive improvements in our department. Be sure to mention specific achievements that demonstrate your ability to lead and enhance service operations.
Showcase Your Leadership Skills:In your application, don’t forget to highlight your experience managing teams and improving processes. We’re looking for someone who can lead by example, so share examples of how you've developed teams and enhanced customer experiences in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Streamline Search Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of the heating and home energy sector. Understand the products and services offered by the company, as well as common customer issues. This will help you demonstrate your technical understanding and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved service operations. Be ready to discuss how you managed challenges, developed team members, and drove change. This will highlight your capability to lead the customer service function effectively.
✨Emphasise Customer-Centricity
Think about how you can promote a customer-centric culture within the team. Prepare to share strategies you've implemented in previous roles to enhance customer satisfaction and engagement. This will align with the company's focus on delivering high-quality customer experiences.
✨Engage with Stakeholders
Be prepared to discuss how you've built strong relationships with internal teams and external partners in the past. Highlight your communication skills and any successful collaborations that led to improved service delivery. This will show that you understand the importance of stakeholder engagement in this role.
