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Senior Management Role: Head of Service

2 months ago

Gillingham, Kent, United Kingdom Connect Personnel Full time

Job Title: Head of Service

Job Summary:

We are seeking an experienced and skilled leader to take on the role of Head of Service at Connect Personnel. As a senior management professional, you will be responsible for leading the Service South Division to achieve high levels of customer service, contract retention, technical compliance, and financial performance.

Key Responsibilities:

  1. Lead the Service South Division: Take complete ownership of the multi-million-pound Service South Division, ensuring high levels of customer service, contract retention, technical compliance, and financial performance.
  2. Customer Service and Contract Retention: Ensure the division delivers exceptional customer service and maintains strong contract retention.
  3. Mentor and Support Team Members: Mentor and support less experienced team members to enhance their skills and performance.
  4. Performance Reviews and Objectives: Conduct regular performance reviews and set clear objectives for team members.
  5. Collaborative Work Environment: Foster a collaborative and high-performance work environment.
  6. Financial Performance: Report financial performance monthly.
  7. Key Data Metrics and KPIs: Implement key data metrics, KPIs, and efficiency monitoring strategies to drive profitability.
  8. Board Representation: Represent the Senseco Service South division at board meetings.
  9. Service Delivery Strategies: Develop and implement service delivery strategies that align with company goals.
  10. Process Improvement: Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
  11. Data-Driven Decision Making: Utilise data and feedback to make informed decisions and drive service improvements.
  12. Contract Compliance: Ensure all services are delivered in compliance with contract commitments and relevant standards.
  13. Divisional Meetings: Lead or support divisional meetings on operational delivery, customer service feedback, sales team performance, cross-selling opportunities, KPIs, data metrics, and innovation for divisional development.
  14. High-Level Board Meetings: Attend high-level board meetings, reporting on divisional progress monthly against budgets and targets.
  15. Mentorship and Guidance: Mentor and guide the Technical Operations Manager, Service Engineering Manager, and Service Desk Manager.
  16. Senior Leadership: Be a visible senior leader within the business, supporting team members and making yourself available to support the whole team.

Requirements:

  • Management Experience: Prior experience in a management/team leader role, with a proven track record in team management, financial target reporting, and leadership.
  • Financial Acumen: Strong financial acumen with experience managing P&L.
  • Customer Service Skills: Excellent customer service and contract management skills.
  • Industry Experience: Proven experience in a customer service management role, preferably within a technical or service-oriented industry.
  • Strategic Thinking: Strategic thinking and planning abilities.
  • Continuous Improvement: Commitment to continuous improvement and professional development.

Benefits:

  • Quarterly Bonus: Quarterly bonus based on profitability
  • Health Insurance: Health insurance and other benefits
  • Professional Development: Opportunities for professional development and career advancement