Head Of Customer Service

Job description

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Salary: GBP60000 - GBP70000 per annum + Company Vehicle

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.

Head Of Customer Service – 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

Head Of Customer Service – Position Overview

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

Head Of Customer Service – Position Requirements

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

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Extra information

Status

Open

Education Level

Secondary School

Location

Sevenoaks

Type of Contract

Full-time jobs

Published at

31-05-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English