Senior Management Role: Head of Service
5 days ago
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:
- 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.
- Customer Service and Contract Retention: Ensure the division delivers exceptional customer service and maintains strong contract retention.
- Mentor and Support Team Members: Mentor and support less experienced team members to enhance their skills and performance.
- Performance Reviews and Objectives: Conduct regular performance reviews and set clear objectives for team members.
- Collaborative Work Environment: Foster a collaborative and high-performance work environment.
- Financial Performance: Report financial performance monthly.
- Key Data Metrics and KPIs: Implement key data metrics, KPIs, and efficiency monitoring strategies to drive profitability.
- Board Representation: Represent the Senseco Service South division at board meetings.
- Service Delivery Strategies: Develop and implement service delivery strategies that align with company goals.
- Process Improvement: Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
- Data-Driven Decision Making: Utilise data and feedback to make informed decisions and drive service improvements.
- Contract Compliance: Ensure all services are delivered in compliance with contract commitments and relevant standards.
- 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.
- High-Level Board Meetings: Attend high-level board meetings, reporting on divisional progress monthly against budgets and targets.
- Mentorship and Guidance: Mentor and guide the Technical Operations Manager, Service Engineering Manager, and Service Desk Manager.
- 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
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