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- Tasks: Lead the Helpdesk team, ensuring top-notch customer service and effective issue resolution.
- Company: Join Liftec Express, a respected name in the UK lift industry with a focus on quality.
- Benefits: Enjoy 25 days holiday, wellness support, and family-friendly policies from day one.
- Other info: Be part of a collaborative culture that prioritises safety and continuous improvement.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service and team leadership is a plus; strong communication skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
The Customer ServiceDesk Team Lead will be responsible for the following:
- Take day-to-day ownership of the Helpdesk function, ensuring effective coordination of workload, consistent service delivery and strong team performance.
- Act as the primary escalation point for complex or sensitive customer issues, managing complaints professionally and ensuring timely, accurate resolution.
- Work closely with engineers, planners and operations teams to drive effective communication and problem-solving across the business.
- 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.
- Monitor Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using this data to coach team members and improve overall service quality.
- Take ownership of customer complaints management, ensuring issues are tracked, analysed and resolved effectively; identify trends and root causes to support service improvement initiatives and provide clear reporting to senior management.
- Produce centralised management information covering call volumes, complaint trends and operational performance, ensuring data integrity across systems to support decision-making and planning.
- Support onboarding and development of team members; embed consistent processes, promote best practice and foster a collaborative, customer-first culture.
- Carry out duties in accordance with company policies and procedures, ensuring compliance, accuracy and operational excellence at all times.
Qualifications:
- 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 is advantageous.
- Confidence handling complex customer interactions, complaints and service issues in a calm and professional manner.
- Strong communication skills, enabling effective work with customers, engineers and internal stakeholders.
- Highly organised and proactive, able to prioritise multiple tasks and maintain performance under pressure.
- Comfortable using CRM systems and Microsoft Office; able to produce and interpret reports.
- Collaborative team player, committed to driving service quality and continuous improvement.
Benefits:
- Holiday – 25 days per year plus bank holidays (holiday year January to December).
- Wellness (Day 1) – Employee Assistance Programme.
- Death in Service (Day 1) – 3 × Salary (Canada Life).
- Sickness Scheme – Discretionary.
- Family Policies – Industry-leading enhanced maternity and paternity provision subject to service.
- 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.
Customer ServiceDesk Team Lead in Dartford employer: Liftec Express
Contact Detail:
Liftec Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer ServiceDesk Team Lead in Dartford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values, especially around safety and customer service, so you can align your answers with what they’re looking for. Show them you’re not just another candidate!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling customer complaints and team leadership. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Liftec Express.
We think you need these skills to ace Customer ServiceDesk Team Lead 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 previous roles in customer service or helpdesk environments, especially any supervisory experience. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Customer Service Desk Team Lead role. Share specific examples of how you've handled complex customer interactions or led a team to success. Let us know what makes you tick!
Showcase Your Communication Skills: Since this role involves a lot of communication with customers and internal teams, make sure your application showcases your strong communication skills. Whether it's through your writing style or the way you present your experiences, we want to see that you can connect with people effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Liftec Express
✨Know the Company Inside Out
Before your interview, make sure you research Liftec Express thoroughly. Understand their history, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Customer Scenarios
Given the role's focus on handling complex customer interactions, think of specific examples from your past experience where you successfully managed difficult situations. Be ready to discuss how you resolved complaints and improved service quality.
✨Showcase Your Leadership Skills
As a Team Lead, you'll need to demonstrate your ability to lead and develop a team. Prepare to talk about your previous supervisory experiences, how you motivated your team, and any strategies you used to enhance performance and collaboration.
✨Familiarise Yourself with CRM Systems
Since the role involves using CRM systems, brush up on your knowledge of these tools. Be prepared to discuss how you've used similar systems in the past to track performance metrics or manage customer interactions effectively.