At a Glance
- Tasks: Lead a dynamic Helpdesk team, ensuring top-notch customer service and operational efficiency.
- Company: Join Liftec Express, a leading independent provider in the lift and escalator industry.
- Benefits: Enjoy 25 days holiday, wellness programmes, and enhanced family policies.
- Other info: Collaborative culture focused on safety, quality, and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and team performance in a respected engineering business.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 35000 - 45000 € per year.
Are you an experienced ServiceDesk or service professional ready to step into a leadership role within a fast-paced engineering services environment? Liftec Express – a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK – is continuing to strengthen its service operations during an exciting phase of growth and performance improvement. We are now seeking a Customer ServiceDesk Team Lead to take ownership of our Helpdesk function, providing leadership, escalation support and driving high-quality customer service across a busy and dynamic operation. This is a pivotal role where your leadership, organisation and customer focus will directly influence team performance, customer satisfaction and operational efficiency.
The Role at a Glance
- Customer ServiceDesk Team Lead
- Dartford, Onsite
- Extensive Benefits Package
- Reporting to: Delivery Support Manager
- Company: Pioneer of the British lift industry.
- Formerly part of global brand Otis – private equity‑backed by R Capital since 2025.
- An independent service provider specialising in the supply, installation, maintenance, repair and modernisation of all types of lift equipment.
- Clients include national retail chains, major hospitals, large FM providers and MOD sites.
- Culture: Safety, Ethics & Quality Focused.
Background and Skills
Your Background:
- Helpdesk, service desk or customer service leadership experience within an engineering or service‑led environment.
Skills:
- Team leadership, escalation handling, performance monitoring, reporting, CRM systems, strong communication and organisation.
Responsibilities
As Helpdesk Team Lead, you will take day‑to‑day ownership of the Helpdesk function, ensuring effective coordination of workload, consistent service delivery and strong team performance. You will act as the primary escalation point for complex or sensitive customer issues, managing complaints professionally and ensuring timely, accurate resolution. Working closely with engineers, planners and operations teams, you will drive effective communication and problem‑solving across the business. You will oversee all Helpdesk activity including incoming calls, emails and customer portal interactions, ensuring all communications are logged accurately within CRM systems and handled in line with service expectations. A key part of your role will involve monitoring Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using this data to coach team members and improve overall service quality. You will take ownership of customer complaints management, ensuring issues are tracked, analysed and resolved effectively. Identifying trends and root causes, you will support service improvement initiatives and provide clear reporting to senior management. You will also produce centralised management information covering call volumes, complaint trends and operational performance, ensuring data integrity across systems to support decision‑making and planning. Supporting onboarding and development of team members, you will help embed consistent processes, promote best practice and foster a collaborative, customer‑first culture. The role holder shall carry out their duties in accordance with company policies and procedures, ensuring compliance, accuracy and operational excellence at all times.
About You
- You bring experience from a helpdesk, service desk or customer service environment, with exposure to high‑volume workloads and escalation handling.
- Previous experience in a supervisory or team lead capacity would be advantageous.
- You are confident handling complex customer interactions, complaints and service issues in a calm and professional manner.
- Strong communication skills enable you to work effectively with customers, engineers and internal stakeholders.
- Highly organised and proactive, you can prioritise multiple tasks and maintain performance under pressure.
- Comfortable using CRM systems and Microsoft Office, with the ability to produce and interpret reports.
- A collaborative team player, you are committed to driving service quality and continuous improvement.
Benefits
- Access to Discounts Platform
- Holiday – 25 days per year plus bank holidays – holiday year January to December
- Wellness (Day 1) – Employee Assistance Programme
- Death in Service – 3 × Salary – Canada Life
- Sickness Scheme – Discretionary
- Family Policies – Industry‑leading enhanced maternity and paternity provision subject to service.
Why Join Liftec Express?
- Central leadership role within a respected PE‑backed engineering business.
- Direct impact on customer service performance and operational delivery.
- Opportunity to lead, coach and develop a Helpdesk team.
- Collaborative and supportive working environment.
- Culture focused on safety, quality and customer care.
If you are a customer‑focused service professional ready to step into a leadership role and make a real impact, we would love to hear from you.
Customer Service Team Lead - Engineering, Building Services in Dartford employer: Liftec Express
Liftec Express is an exceptional employer, offering a central leadership role within a respected engineering services company that prioritises safety, quality, and customer care. With a collaborative and supportive work culture, employees benefit from extensive perks including 25 days of holiday, wellness programmes, and industry-leading family policies, all while having the opportunity to make a direct impact on customer service performance and team development in a dynamic environment in Dartford.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead - Engineering, Building Services in Dartford
✨Tip Number 1
Network like a pro! Reach out to your connections in the engineering and customer service sectors. You never know who might have a lead on a role or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to leadership and customer service. Think about how you can showcase your experience in handling escalations and improving team performance.
✨Tip Number 3
Don’t just wait for job postings; be proactive! Reach out directly to companies you admire, like Liftec Express, and express your interest in potential roles. A personal touch can make all the difference.
✨Tip Number 4
When you get an interview, come armed with examples of how you've driven customer satisfaction and operational efficiency in past roles. Show them you’re the perfect fit for their team!
We think you need these skills to ace Customer Service Team Lead - Engineering, Building Services in Dartford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant customer service roles to show us you're the right fit for the Customer Service Team Lead position.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about this role and how your background aligns with our needs. Share specific examples of how you've handled complex customer interactions or led a team to success.
Showcase Your Communication Skills:Since strong communication is key for this role, make sure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and you'll have access to all the latest updates about the role and our company.
How to prepare for a job interview at Liftec Express
✨Know the Company Inside Out
Before your interview, take some time to research Liftec Express. Understand their services, values, and recent developments in the lift and escalator industry. This knowledge will not only impress your interviewers but also help you tailor your answers to align with the company's goals.
✨Showcase Your Leadership Skills
As a Customer Service Team Lead, your leadership experience is crucial. Prepare specific examples of how you've successfully led teams, handled escalations, and improved service quality in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Your Problem-Solving Abilities
In this role, you'll be managing complex customer issues. Be ready to discuss past experiences where you resolved difficult situations or complaints. Highlight your approach to problem-solving and how you ensure customer satisfaction while maintaining team morale.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, performance metrics, and the company culture at Liftec Express. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
