At a Glance
- Tasks: Lead customer service and engineering teams to enhance service delivery and customer satisfaction.
- Company: Fast-growing provider of heating and home energy solutions with a strong reputation.
- Benefits: Competitive salary, hybrid work, company car, and generous holiday allowance.
- Other info: Opportunity for career growth and continuous improvement in a supportive environment.
- Why this job: Shape the future of customer service in a dynamic industry and make a real impact.
- Qualifications: Proven leadership experience in customer service and technical understanding of the heating 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 & Field Engineering in Sevenoaks employer: Streamline Search Ltd
Our client is an exceptional employer, offering a dynamic work environment that prioritises employee growth and development within the heating and home energy sector. With a strong focus on customer satisfaction, the company fosters a collaborative culture where innovative ideas are encouraged, and employees are rewarded with competitive salaries, comprehensive benefits, and opportunities for career advancement. Located in the South East, this role not only provides a chance to lead a dedicated team but also to make a meaningful impact in a rapidly expanding industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service & Field Engineering 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 products, services, and customer service philosophy. We want you to show them that you’re not just another candidate, but someone who genuinely cares about their mission and values.
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you’ve led teams or improved processes. We want you to demonstrate your experience in managing customer service teams and field engineers effectively. Be ready to share how you’ve made a difference!
✨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 on board!
We think you need these skills to ace Head of Customer Service & Field Engineering 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 field engineering, and don’t forget to mention any relevant achievements that showcase your leadership skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for the Head of Customer Service role. Share specific examples of how you've driven improvements in previous roles and how you can bring that expertise to our team.
Showcase Your Industry Knowledge:We want to see that you understand the heating and home energy sector. Mention any relevant experience or insights you have about the industry, and how you can leverage that knowledge to enhance our customer service operations.
Apply Through Our Website:For the best chance of getting noticed, apply directly through our website. It helps us keep track of applications and ensures you’re considered for the role as soon as possible!
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 any recent developments in the industry. This will show that you're genuinely interested and prepared to lead their customer service operations.
✨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 your team, and drove change. This is crucial for a role that requires overseeing customer service and field engineering performance.
✨Emphasise Customer-Centricity
Since the role focuses on delivering a high-quality customer experience, think of specific instances where you've gone above and beyond for customers. Highlight your commitment to a customer-centric culture and how you've implemented processes that enhance customer satisfaction.
✨Engage with Stakeholders
Demonstrate your ability to build strong relationships with internal teams and external partners. Prepare to discuss how you've effectively communicated and collaborated with various stakeholders in previous roles. This will be key in ensuring smooth operations and service delivery.
