About The Role
Head of Service Excellence
Location: National
Salary: Competitive + £7000 car or cash allowance + 15% annual bonus + private medical insurance
We are a leading home emergency assistance business with a strong reputation for delivering consistent, high quality service to customers across the UK. The future of UK home heating is changing, and so are we. As we expand our offering into renewable technologies, including air source heat pumps, we are seeking a Head of Service Excellence to provide strategic leadership to our Field Operations Heating team.
Role Overview
Reporting to the Director of Field Operations, the Head of Service Excellence will lead a team of Service Excellence Managers and oversee a network of up to 300 directly employed engineers. The postholder will ensure that customer outcomes remain at the centre of all activity, while driving performance, operational efficiency, and compliance whilst enabling growth.
Key accountabilities include:
* Providing strategic leadership to ensure the delivery of consistently high standards of customer service.
* Leading, developing, and motivating field-based teams to deliver operational excellence.
* Using commercial and business development expertise to identify efficiencies, achieve cost savings, and generate opportunities for growth.
* Building and maintaining effective relationships with internal and external stakeholders, including suppliers and partners.
* Supporting the organisation's strategic move into sustainable heating solutions, with a particular focus on air source heat pumps.
About You
Candidate Profile
The successful candidate will demonstrate:
* Proven success in a senior leadership role within an operational or technical sector.
* Strong commercial awareness and business development skills.
* Excellent communication, organisational, and internal / external stakeholder management capabilities.
* A strong focus on customer outcomes, with the ability to lead and inspire large field based teams.
* Flexibility, resilience, and the ability to make effective decisions at pace.
* Experience in a regulated environment.
* Demonstrated technical & operational knowledge of air source heat pumps.
Why Join Us?
This is an opportunity to play a pivotal role in the transformation of our business as we expand into renewable technologies. The successful candidate will join a forward looking organisation where their leadership will directly shape both operational performance and our future success.