Head of Service
Location: Staines
Overview
We are seeking a proactive and driven Head of Service to lead and take full ownership of our clients planned and reactive maintenance operations. Reporting directly to the Company Director, you will manage a small team, ensure exceptional service delivery, and play a key role in growing the service division.
Key Responsibilities
Service Operations Leadership
* Oversee day-to-day service and breakdown operations, including planned maintenance and reactive callouts
* Act as the escalation point for complex customer issues, ensuring timely and professional resolution
* Coordinate with engineers and internal teams to deliver efficient, high-quality service
Team Management
* Lead, support, and develop a team of Service Coordinators
* Set clear expectations and maintain high performance standards
* Foster a culture of accountability, collaboration, and continuous improvement
Process Improvement
* Define and monitor service KPIs and SLAs
* Use data insights to identify trends, improve performance, and resolve inefficiencies
* Standardise and enhance service processes to ensure quality and consistency
Skills & Experience
Essential
* Proven experience in service management, operations leadership, or a similar role within construction or engineering industry
* Strong problem-solving skills with the ability to make decisions under pressure
* Excellent communication and interpersonal abilities
* Proactive, results‑driven mindset with strong ownership and accountability
* Comfortable using data, CRM systems, or job management tools
Desirable
* Demonstrated success in improving service performance or operational efficiency
* Experience in automatic doors, facilities management, or building services (advantageous but not essential)
Package & Benefits
* £50,000‑£60,000 base salary + performance bonus
* Senior leadership role with significant autonomy and impact
* Enhanced parental leave and holiday allowance
* Ongoing development and career progression opportunities
* Collaborative and forward‑thinking team culture
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