- 4, Isis Business Centre, Oxford, OX4 2RD
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Head of Service & Customer Experience
Are you a Fire & Security expert who believes "good enough" isn’t good enough?
We aren’t looking for a typical manager. We’re looking for a strategic champion to join our Senior Leadership Team and redefine what world-class service looks like in our industry.The Challenge
We’re on a journey of constant improvement. Your mission is to take our Service and Engineering departments and forge a "One Team" culture that puts the client first, every single time. You’ll bridge the gap between technical excellence and a premium, high-speed customer experience.What You’ll Be Doing:
Driving Strategy: Embedding board-level vision to ensure every client interaction is consistent, professional, and high-impact.
Tech Pioneer: Taking the lead on our Uptick Pipeline, embracing AI tools, and automating procedures to make us the most efficient firm in the field.
Commercial Growth: Owning the maintenance renewal process and driving net contract growth through strategic pricing and cross-selling.
Leadership: Mentoring a dedicated team, resolving complex escalations, and providing a sense of "calm expertise" to our high-net-worth clients.
What You Bring
Industry Authority: Deep technical knowledge of fire and security systems (smart tech is a huge plus).
Process Obsession: A background in improving productivity, utilisation, and NPS scores.
The SLT Mindset: You are a problem-solver who takes total accountability for results and can navigate a target-driven environment.
Why Join Us?
We value your progression as much as our own. You’ll have the autonomy to make high-impact decisions, the support of an expert leadership team, and a culture that actively invests development and training.