Head of Service
Layka Recruitment
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
- 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
- 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
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
- Demonstrated success in improving service performance or operational efficiency
- Experience in automatic doors, facilities management, or building services (advantageous but not essential)
- £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
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