Job Description:

Our client is a well‑established and fast‑growing provider of heating and home energy solutions, recognised for delivering high‑quality products and exceptional after‑sales support to customers across the South East. As part of their continued expansion, they are now seeking an experienced Head of Customer Service to lead their service operations and drive improvements across the department.

This is an excellent opportunity for a proven service leader to take ownership of a busy customer service and engineering function, shaping processes, developing teams and ensuring a consistently high‑quality customer experience.

The successful candidate will oversee customer service delivery, technical support coordination and field engineering performance, ensuring the department operates efficiently, professionally and in line with wider business objectives.

Head Of Customer Service - Position Remuneration

• Salary: Depending on experience
• Hybrid Company Car
• Discretionary Annual Bonus
• Hours: 8:30am - 5:00pm, Monday to Friday
• Holiday: 25 days plus Bank Holidays (rising to 30 days after 5 years' service)
• Additional Benefits: Life Insurance, Private Healthcare scheme, milestone birthday rewards and long‑service awards

Head Of Customer Service - Position Overview

• Lead departmental performance - taking a key role in driving change, continuous improvement and the overall management of the service function as a business unit
• Oversee daily service operations - managing customer enquiries, complaints, technical support coordination and service performance while leading and developing the team to deliver an efficient, professional and customer‑focused service aligned with business objectives
• Provide leadership to engineers and service teams - acting as line manager for field engineers and overseeing customer service advisors to ensure high standards of service and technical support
• Manage departmental strategy - maximising engineer efficiency, productivity and utilisation through effective planning, scheduling and resource allocation
• Develop strong stakeholder relationships - maintaining positive communication and collaboration with internal teams, installers and service partners
• Review and improve processes - continuously assessing and streamlining workflows across the service department
• Promote a customer‑centric culture

Head Of Customer Service - Position Requirements

• Industry background - proven experience within the heating, boiler or home energy sector, with strong technical understanding of service operations
• Leadership of service functions - experience managing customer service teams and field‑based engineers, ensuring high standards of service and operational delivery
• Operational management - background in overseeing daily service operations including enquiries, complaints, technical support coordination and service performance
• Resource planning capability - experience in scheduling, workforce planning and maximising engineer utilisation to meet customer demand
• Continuous improvement mindset - ability to review, streamline and enhance service processes to improve efficiency and customer satisfaction
• Stakeholder engagement - strong communication skills with the ability to build effective relationships with internal teams, installers and service partners
• Customer‑centric approach - commitment to delivering a professional, responsive and high‑quality customer experience
• Performance management - experience managing attendance, wellbeing, performance reviews and team development
• Commercial awareness - understanding of operational targets, KPIs and cost‑effective service delivery
• Full UK driving licence - with the ability to travel to sites and regional locations as required

Streamline Search is a technical recruitment agency based in Chichester, West Sussex operating across the United Kingdom. We are acting as a Recruitment Agency in relation to this vacancy, and in accordance with GDPR by applying to this post you are granting us consent to process your data and contact you in relation to this application.