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 - #2081717

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 focus on providing a seamless end-to-end customer journey from purchase through to installation. Customer experience is central to their proposition.

As Head of Customer Service & Operations, you will take full ownership of their customer operations, leading a multi-team contact centre covering customer support, technical support, and installation coordination across phone, email, and live chat. This is a senior leadership role with genuine scope and influence, and a real opportunity to shape how customers are served as the business continues to scale.

Key responsibilities

• Leading and developing a multi-team contact centre operation, setting clear performance standards and building a culture of customer excellence
• Owning SLA and CSAT performance across all contact channels, with robust reporting and a continuous improvement mindset
• Managing the end-to-end customer experience around field engineer activity, ensuring proactive communication, effective delay management, and seamless coordination across teams
• Using contact 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 using them to drive lasting improvement
• Coaching, developing, and inspiring team leaders to consistently raise the bar
• 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 wider process and technology improvements that make the operation faster, smarter, and more customer-focused

Example: “500 customers contacted us about installation delays. We identified a scheduling gap, restructured how jobs were allocated, and added a proactive 48-hour outbound call. Related contacts fell by 60% the following month.”

About you

• An experienced contact centre leader with a track record of driving performance across multi-team operations
• Deeply customer-focused, you set the standard and hold your team to it
• Confident with data and reporting: you use insight to drive decisions, not just describe what happened
• Experienced managing multi-channel contact (phone, email, live chat) at scale
• Skilled at complaint management and escalation handling, you take ownership and fix things properly
• Comfortable working across operational and field-based functions, managing the customer journey when engineers and installation teams are involved
• Experience working with and implementing AI tools, whether in contact centre operations, customer-facing processes, or team workflows
• A strong communicator who can present clearly to senior stakeholders and energise the people around them

Backgrounds we welcome

We welcome applications from candidates with experience in energy, utilities, telecoms, retail, automotive, or any environment where high volumes of customers and emotionally-engaged service interactions are the norm. EV or renewables sector 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
• A genuine opportunity to shape the customer service and operations function of a fast-growing business in one of the UK’s most exciting sectors

How to apply

Please apply directly via LinkedIn, for any questions email [email protected]