Head of Service Operations & Customer Excellence

Nigel Wright Group; Taunton; On-site; GBP 90,000 - 130,000; Full time

Job summary

BWS Group is seeking a dynamic Head of Service Operations in Bath to lead and transform its customer-facing service operation across the Group. This pivotal role reports to the Group COO and shapes a scalable, high-performance service function that delivers outstanding customer experiences and drives growth.

You will oversee end-to-end service delivery, scheduling, maintenance and field operations, building a culture of accountability and continuous improvement.

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

• Leading customer service, planning and field service teams.
• Creating a responsive, accountable and customer-focused culture.
• Driving service quality, SLA performance and customer satisfaction.
• Improving scheduling, workforce utilisation and operational efficiency.
• Developing and coaching managers to build a high-performance leadership team.
• Creating clear operational rhythms, metrics and performance management disciplines.
• Working closely with technical and compliance teams to ensure regulatory standards are consistently achieved.
• Supporting growth initiatives, acquisitions and integration activity.
• Delivering strong commercial performance through improved productivity, retention and recurring revenue growth.

Skills

Leadership experience

Customer service focus

Operational leadership

KPI-driven leadership

People development

Job description

BWS Group is seeking a dynamic Head of Service Operations in Bath to lead and transform its customer-facing service operation across the Group. This pivotal role reports to the Group COO and shapes a scalable, high-performance service function that delivers outstanding customer experiences and drives growth.

You will oversee end-to-end service delivery, scheduling, maintenance and field operations, building a culture of accountability and continuous improvement.