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Head of Services

Location: Gillingham

Rate of pay: £45,000 - £52,000 DOE

Company description

Connect Personnel are representing an outstanding, well-established Fire & Security Company who specialise in Technical Systems design, installation and maintenance of highest quality covering London, the Southeast and across the Country. The quality of their work is to a level of excellent with professional after-sales service which has allowed them to build the business on recommendations alone. They have achieved NSI Gold accreditation and are fully accredited to BAFE and FIA for their customers’ peace of mind.

Job Description

This senior management role involves taking complete ownership of the multi-million-pound Service South Division. Head of Service will lead the division to ensure high levels of customer service, consistent contract retention, technical compliance, and financial performance are achieved.

Key Responsibilities:

* Lead the Service South Division with full accountability for performance and results.

* Ensure the division delivers exceptional customer service and maintains strong contract retention.

* Ensure all engineering delivery is technically competent and compliant with regulations and standards.

* Encourage collaboration, personal development, and progression among team members.

* Manage the division through key reports: Technical Operations Manager, Service Engineering Manager, and Service Desk Manager.

* Mentor and support less experienced team members to enhance their skills and performance.

* Conduct regular performance reviews and set clear objectives for team members.

* Foster a collaborative and high-performance work environment.

* Take full ownership of the division's profit and loss.

* Report financial performance monthly.

* Implement key data metrics, KPIs, and efficiency monitoring strategies to drive profitability.

* Represent the Senseco Service South division at board meetings.

* Drive the department to meet or exceed agreed budget targets by managing costs, staff recruitment, sales margins, and operational efficiencies.

* Develop and implement service delivery strategies that align with company goals.

* Continuously improve service delivery processes to enhance efficiency and customer satisfaction.

* Utilise data and feedback to make informed decisions and drive service improvements.

* Ensure all services are delivered in compliance with contract commitments and relevant standards.

* Oversee the technical competence of the engineering team, ensuring continuous improvement and adherence to best practices.

* 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

* Attend high-level board meetings, reporting on divisional progress monthly against budgets and targets.

* Report to the Board of Directors.

* Mentor and guide the Technical Operations Manager, Service Engineering Manager, and Service Desk Manager.

* Be a visible senior leader within the business, supporting team members and making yourself available to support the whole team.

Skills and Competencies:

Prior experience in a management/team leader role, with a proven track record in team management, financial target reporting, and leadership.

Strong financial acumen with experience managing P&L.

Excellent customer service and contract management skills.

Adequate technical knowledge to understand engineering delivery requirements and compliance.

Proven experience in a customer service management role, preferably within a technical or service-oriented industry.

Excellent communication and interpersonal skills.

Strong problem-solving and decision-making abilities.

Strategic thinking and planning abilities.

Ability to work under pressure and manage multiple priorities.

Proficiency in SimPro and audit processes.

Strong analytical skills and attention to detail.

Commitment to continuous improvement and professional development.

Benefits:

Quarterly bonus based on profitability

Health insurance and other benefits

Opportunities for professional development and career advancement

This is an excellent opportunity to join an innovative and leading firm in its industry. Please contact Connect Personnel for a confidential discussion or apply today