Head of Service

Location: Richmond

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 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 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 tools Desirable Demonstrated success in improving service performance or operational efficiency 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