At a Glance
- Tasks: Lead and improve customer service operations in a fast-growing energy solutions company.
- Company: Established provider of heating and home energy solutions with a focus on quality support.
- Benefits: Competitive salary, hybrid work, company car, and generous holiday allowance.
- Other info: Opportunity for career growth and development in a supportive team culture.
- Why this job: Shape customer service excellence and drive impactful changes in a dynamic environment.
- Qualifications: Proven leadership in customer service, preferably in the heating or energy sector.
The predicted salary is between 60000 - 75000 £ 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
Locations
Head Of Customer Service in Kent, Sevenoaks employer: Streamline Search
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 supportive work culture, and a range of benefits including hybrid working options and generous holiday allowances, this role offers a unique opportunity to shape service operations while enjoying a fulfilling career in a thriving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Customer Service in Kent, 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 driven change or improved processes in previous roles. We want you to demonstrate your experience in managing teams and delivering exceptional customer service with confidence.
✨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 Kent, 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 explain why you're the perfect fit for the Head of Customer Service role. Share specific examples of how you've driven improvements in service operations and led teams to success. We love a good story!
Showcase Your Achievements:Don't just list your responsibilities; showcase your achievements! Use numbers and metrics where possible to demonstrate how you've improved efficiency, customer satisfaction, or team performance. We’re all about results here at StudySmarter!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Streamline Search
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their products, services, and customer service philosophy. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
As a Head of Customer Service, you'll likely face scenario-based questions. Think about past experiences where you've successfully managed customer complaints or improved service processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Leadership Skills
Be ready to discuss your leadership style and how you've developed teams in previous roles. Highlight specific examples of how you've motivated staff, improved performance, and fostered a customer-centric culture within your team.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the company's future plans for customer service or how they measure success in this role. This demonstrates your strategic thinking and genuine interest in contributing to their goals.
