Head of Service -Warranty Aftercare

About Us: We are a leading home improvement company dedicated to enhancing homes and lives. Our commitment to quality and innovation has earned us a reputation as an industry leader. We are seeking a highly skilled and motivated individual to lead our warranty aftercare team as the Head of Service - Warranty Aftercare.

Role Purpose: As the Head of Service -Warranty Aftercare, you will play a key strategic and operational role responsible for the development, continuous improvement, and delivery of service to our customers following product installation. Your focus will be on enhancing service performance by setting clear, accountable performance measures with focus on a right first time solution.

Key Responsibilities:

• Team Leadership: Strategically lead and develop a national network of service engineers, supervisors, and managers. Establish clear performance measures and create a culture that aligns with the business's customer service goals.
• Customer-Centric Approach:  Improving Net Promoter Score and other customer service metrics while maintaining cost controls.
• Resource Management: Define and agree on the effective utilisation of resources in line with service specifications. Take responsibility for resource planning of service engineers and associated functions.
• Service Enhancement: Drive first-call resolution and use root cause analysis to identify improvements, ensuring quality and consistency in the service function and customer experience.
• Collaboration: Work effectively with stakeholders in Operations, Sales, and Marketing to influence customer journey improvements.
• Revenue Generation: Develop chargeable works or service contracts to enhance the customer experience of living with our products, contributing to service income.

Knowledge & Experience:

• Extensive experience in managing operational service teams.
• Strong strategic customer focus with a clear understanding of its broader implications.
• High levels of business and commercial acumen.
• Ability to create and deliver strategies in support of the company's vision, strategy, and objectives.

Qualifications & Technical Competencies:

•  Essential: Graduate level with a degree in a related business or commercial discipline.
•  Essential: Highly PC literate with ability to analyse and interpret data.

Benefit Package:

• Highly Competitive salary
• 31 days holiday, increasing to 33 days after 2 year of service
• Private Healthcare
• Group wellbeing, including your birthday off annually, 24hr remote access to a doctor and heavily discounted gym memberships
• Wide variety of group retail, food shopping, cinema, theatre, mobile phone discounts & freebies
• Paid time off to volunteer
• Generous Employee Product Purchase Discount Scheme
• Opportunities for career growth and development.

Join our company where you can make a significant impact on customer satisfaction and service quality.

Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of “Succeed Together” we are committed to Equality, Diversity and Inclusion. We recruit the ‘best person for the job’ regardless of any protected characteristics as defined by the Equality Act 2010 creating an inclusive working environment and culture for our employees.