Head of Customer Service & Operations
EV Charging & Renewables Installation
Birmingham / UK Midlands
Hybrid (3 days in office)
Up to £60,000 + 10% Bonus + Company Vehicle/Allowance
About the role Our client is a high-growth EV charging and renewables installation business, operating at the forefront of the UK's energy transition. They deliver high-quality products and installation services through a direct-to-consumer model and partner networks, with a relentless focus on the end-to-end customer journey from purchase through to installation.
As Head of Customer Service & Operations, you will take full ownership of their customer operations, leading a multi-team contact centre handling high volumes of inbound enquiries, product support, installation queries, and complaint resolution across phone, email, and live chat. This is a senior leadership role for someone who thrives in a fast-paced, customer-driven environment and knows how to build a team that delivers consistently, even under pressure.
Key responsibilities
- Leading a high-volume, multi-team contact centre operation across customer support, technical support, and installation coordination, maintaining performance and service standards at pace
- Owning SLA and CSAT performance across all contact channels, with clear reporting, ticket management, and a relentless focus on first contact resolution
- Managing the end-to-end customer journey when field engineers are involved, ensuring proactive communication, effective delay management, and fast resolution when things go wrong
- Using contact and ticket data to identify trends, diagnose root causes, and present actionable solutions to senior leadership
- Taking personal ownership of complex complaints and escalations, resolving issues decisively and embedding the learning across the team
- Coaching, developing, and holding your team leaders accountable for both performance and customer outcomes
- Leading the adoption and implementation of AI tools across the team and customer-facing operations, identifying where technology can improve speed, consistency, and customer outcomes
- Driving process improvements that reduce handling times, improve resolution rates, and keep pace with a growing customer base
About you
- A proven contact centre leader with experience managing high volumes of customer contacts across multiple channels in a fast-paced environment
- A background in retail, utilities, field services, or any sector where products are sold direct to consumers and service interactions are frequent, emotionally-charged, and time-sensitive
- Comfortable managing the customer journey end to end, including when contractors, engineers, or field teams are part of the picture
- Highly data-driven, you live in your ticket data and KPIs and use them to make decisions, not just write reports
- Experienced in complaint management and escalation handling, you take ownership and fix things properly
- A hands-on leader who coaches and develops team leaders to raise standards and hold accountability across the operation
- Familiar with AI tools or automation in a customer service context, whether you have implemented them or worked alongside them
- A confident communicator who can present performance and solutions clearly to senior leadership
Backgrounds we are looking for We are particularly interested in candidates who have led customer operations in retail, utilities, energy, field services, or home services, where speed, volume, and customer satisfaction all matter at once. Experience coordinating around engineers, contractors, or installation teams is a strong advantage. EV or renewables experience is not required.
What's on offer
- Base salary up to £60,000 dependent on experience
- Bonus of up to 10%, split between 5% individual performance and 5% company performance
- Company car or car allowance
- Hybrid working, 3 days in the office and 2 days from home
- Pension and company EV charger perks
Please apply directly via LinkedIn. Contact bethany.crofts@everec.co.uk for any questions.