Job Title: 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 serviceTeam 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 improvementProcess 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 consistencySkills & Experience
Essential
Proven experience in service management, operations leadership, or a similar role within with 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 toolsDesirable
Demonstrated success in improving service performance or operational efficiencyPackage & 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