Chief of Service Operations

Nigel Wright Group; Bath; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

BWS Group is seeking a results-driven Head of Service Operations to lead and transform its customer-facing service operation across the group. The role reports to the Group COO and offers a pivotal, director-level leadership opportunity within a fast-growing multi-disciplinary business.

You will build a scalable service function, drive scheduling, field operations and customer engagement, and develop managers to sustain high performance while delivering measurable improvements in service quality

Qualifications

• Significant leadership experience within customer service, service delivery or operational environments.
• A track record of improving service quality, responsiveness and consistency.
• Strong performance management and KPI-driven leadership.
• Experience leading and developing managers and frontline teams.
• The ability to manage complex operational challenges and customer escalations.
• Commercial awareness and understanding of service profitability.
• Strong organisational skills and a structured approach to improvement.
• The resilience and adaptability to succeed within a fast-growing business.

Responsibilities

• Lead customer service, planning and field service teams.
• Create a responsive, accountable and customer-focused culture.
• Drive service quality, SLA performance and customer satisfaction.
• Improve scheduling, workforce utilisation and operational efficiency.
• Develop and coach managers to build a high-performance leadership team.
• Create clear operational rhythms, metrics and performance management disciplines.
• Work closely with technical and compliance teams to ensure regulatory standards are met.
• Support growth initiatives, acquisitions and integration activity.
• Deliver strong commercial performance through productivity, retention and revenue growth.

Skills

Leadership

Customer service

Service delivery

KPI management

People development

Operations management

Job description

BWS Group is seeking a results-driven Head of Service Operations to lead and transform its customer-facing service operation across the group. The role reports to the Group COO and offers a pivotal, director-level leadership opportunity within a fast-growing multi-disciplinary business.

You will build a scalable service function, drive scheduling, field operations and customer engagement, and develop managers to sustain high performance while delivering measurable improvements in service quality