Head of Service – JR40005629

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Head of Service

Staines on Thames

Chubb Fire & Security Ltd

We're currently recruiting for a Head of Service here at Chubb F&S across the South of England. The Head of Service is responsible for leading and developing the service function across fire and security systems, ensuring safe, compliant, efficient and customer-focused delivery. The role will oversee service operations, maintenance, reactive works, small works support, engineer performance, customer satisfaction, compliance standards and commercial performance.

The successful candidate will provide strategic and operational leadership, driving service excellence, continuous improvement, margin performance and a high-performance culture across the team.

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally – Together we do great things!

SALARY: Upto £65K DoE

25 days holiday, plus bank holidays
Free Onsite Parking
Bonus
Car/Car Allowance
Cycle to Work Scheme
Employee Referral Scheme (£1000)
Company Pension Scheme
Life Assurance (4 x Basic Salary)
Employee Scholarship Scheme
A Central Benefits Platform offering a wide variety discounts
Digital GP
Health & Wellbeing Resources
Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

Responsibilities

Service Leadership and Operations

Lead the day-to-day performance of the service department across fire and security disciplines.
Ensure planned preventative maintenance, reactive callouts, remedial works and service commitments are delivered safely, efficiently and to agreed service levels.
Manage regional service delivery teams, including service managers, supervisors, coordinators and field engineers.

Compliance and Technical Standards

Ensure all service activities comply with relevant fire and security industry standards, legislation and company procedures.
Promote a strong safety culture and ensure compliance with health, safety, environmental and quality requirements.
Oversee technical quality, audit performance and corrective actions where required.

Customer Excellence

Standards & Compliance: Ensure service delivery consistently meets SLAs, emergency response times, and NSI standards.
Data-Driven Insight: Monitor and act on customer satisfaction data, including Trustpilot reviews, NPS, and renewal feedback, using insights to improve service delivery.

Commercial Performance

Own and manage service department budgets, revenue, cost control and profitability.
Identify opportunities to improve service margins through productivity, contract performance, remedial conversion and operational efficiency.
Support contract retention, renewals and growth through strong customer relationships and service delivery.

Customer Experience

Act as a senior point of escalation for key customers and complex service issues.
Build and maintain strong relationships with major clients, contractors, consultants and stakeholders. Through regular customer visits throughout the region.
Ensure customer complaints and escalations are resolved professionally and effectively.

Essential Experience

Senior operational leadership experience within the fire and security industry.
Strong understanding of fire detection, life safety, intruder alarm, CCTV, access control and integrated security systems.
Proven experience managing field service teams and service operations.
Demonstrable commercial acumen, including budget ownership, margin improvement and contract performance management.
Experience working with compliance-led service environments and industry accreditations.

Skills and Competencies

Strong leadership and people management skills
Commercially focused and results-driven
Excellent communication and influencing ability
Strong customer service mindset
High level of technical and regulatory awareness

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