Head of Customer Services

HEAD OF CUSTOMER SERVICE AND OPERATIONS - RESIDENTIAL HEATING

Department: Service

Location: Kent

Reporting To: Managing Director

Direct Reports: Operations Team Leader, Customer Service Supervisor, Remote Gas Engineers

Hours: 8.30am - 5:00pm and such hours that are necessary for the proper performance of your duties.

PURPOSE OF THE ROLE

The Head of Customer Service and Operations is responsible for leading and developing the customer service function to ensure high standards of customer support and operational delivery across the business.

The role oversees the daily management of Customer Service operations, including customer enquiries, complaints, technical support coordination and service performance, whilst leading and developing the team to deliver an efficient, professional and customer-focused service aligned with business objectives.

SPECIFIC DUTIES

1. To play a key role in driving significant change and continuous improvement within the Service Department. The role will lead the management of the department as a business unit with responsibility towards its own profit and loss performance and will form part of the Company's leadership team. To play an active role in contributing to the wider strategic direction of the business, supporting company objectives and working collaboratively with senior management to drive operational performance, customer satisfaction, business growth and continuous improvement across the organisation.

2. To act as Line Manager for the Gas Engineers and oversee the Technical Customer Service Advisors, providing effective leadership, support and performance management to ensure high standards of customer service, technical support and operational delivery are consistently achieved. This includes managing employee performance, attendance and wellbeing, whilst ensuring engineers are working efficiently, professionally and in line with service standards and business objectives.

3. To manage the strategy of the department, including but not limited to, development of the boiler customer care business. A key responsibility of the role is to maximise the efficiency, productivity and utilisation of the Engineers through effective planning, scheduling and resource allocation, ensuring Engineer availability and operational coverage are optimised to meet customer demand and business objectives in the most commercially effective manner possible.

4. To oversee and develop positive working relationships with both internal and external stakeholders, including installers and service agents, ensuring effective communication, strong collaboration and high standards of customer service.

5. To continuously review, improve and streamline the processes throughout the Service department.

6. To lead and develop the department in promoting a customer-centric culture and mindset, ensuring that customer service excellence remains at the forefront of all activities.