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Purposeology
Technical Customer Services Lead

Technical Customer Services Lead

Bedford Full-Time 28000 - 45000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead customer service by triaging requests and optimising engineer schedules.
  • Company: Purposeology is a forward-thinking company embracing digital transformation.
  • Benefits: Enjoy a competitive salary and the chance to work in a dynamic environment.
  • Why this job: Make a real impact while collaborating with engineers and customers in a fast-paced setting.
  • Qualifications: Experience in customer service, technical understanding, and proficiency with ERP/CRM systems required.
  • Other info: This is an entry-level, full-time role based in Bedford.

The predicted salary is between 28000 - 45000 £ per year.

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Technical Customer Services Lead | £35,000 – £45,000 | Bedford

Our client is looking for an exceptional individual to join their expanding team in a newly created role focused on enhancing capacity, improving efficiency, and optimising service delivery across the business. Although this isn\’t a hands-on technical position, a solid understanding of technical concepts and terminology is essential. Youll be responsible for assessing and triaging incoming service requests with a technical lens, asking the right questions, gathering critical information, and ensuring progress is maintained.

This is a dynamic, fast-paced role that requires outstanding organisational skills, excellent customer service, solid IT capabilities, and the ability to remain calm under pressure.

Youll enjoy collaborating with both engineers and customers, be confident in managing multiple priorities, and thrive in an environment thats continuously evolving and embracing digital tools to enhance performance and service delivery.

The Role

+Respond to customer enquiries, triaging and prioritising each request by gathering key technical details to assess urgency, scope, and ensure an appropriate and timely response.

+Optimise service engineer schedules by leveraging KPIs to enhance efficiency in route planning, logistics, and resource allocation. Provide support with travel and logistics arrangements as needed.

+Prepare comprehensive visit packs for engineers, including relevant technical documentation and site-specific information to ensure they are fully equipped for each job.

+Monitor the end-to-end progress of service jobs, ensuring completion in line with KPI targets and closing jobs accurately within the system.

Skills And Experience

+Demonstrated experience in a customer service role within a technical or engineering environment.

+Confident working with technical information and skilled at asking the right questions to clearly understand and define customer issues.

+Technologically proficient, with experience using ERP and CRM systems; familiarity with Epicor and Salesforce is a plus.

+Highly organised, with a preference for structured processes and the ability to navigate and resolve complex scheduling challenges.

If youre looking for a role where you can make a real impact, work closely with both customers and engineers, and be part of a forward-thinking team embracing digital transformation, wed love to hear from you.

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Seniority level

  • Seniority level

    Entry level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Other

  • Industries

    Administrative and Support Services

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Technical Customer Services Lead employer: Purposeology

At Purposeology, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Technical Customer Services Lead in Bedford, you'll enjoy competitive salaries, opportunities for professional growth, and the chance to make a meaningful impact within a forward-thinking team that embraces digital transformation. Our commitment to employee development and a supportive environment ensures that you can thrive while enhancing service delivery and customer satisfaction.
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Contact Detail:

Purposeology Recruiting Team

View Purposeology Profile

StudySmarter Expert Advice 🤫

We think this is how you could land Technical Customer Services Lead

✨Tip Number 1

Familiarise yourself with the technical concepts and terminology relevant to the role. This will help you communicate effectively with both customers and engineers, showcasing your understanding during interviews.

✨Tip Number 2

Brush up on your organisational skills by practising how to manage multiple priorities. You could use tools like to-do lists or project management apps to demonstrate your ability to handle a fast-paced environment.

✨Tip Number 3

Gain experience with ERP and CRM systems, especially Epicor and Salesforce. If you haven't used these before, consider taking online courses or tutorials to get a basic understanding, which can set you apart from other candidates.

✨Tip Number 4

Prepare for potential interview questions by thinking about scenarios where you've successfully triaged customer requests or optimised processes. Having specific examples ready will help you illustrate your problem-solving skills.

We think you need these skills to ace Technical Customer Services Lead

Customer Service Excellence
Technical Understanding
Effective Communication
Organisational Skills
Problem-Solving Skills
Prioritisation and Time Management
Experience with ERP and CRM Systems
Logistics Coordination
Attention to Detail
Ability to Work Under Pressure
Collaboration Skills
Adaptability to Change
Data Analysis for KPI Monitoring

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities of the Technical Customer Services Lead. Highlight your experience in customer service and any technical knowledge that aligns with the job description.

Tailor Your CV: Customise your CV to reflect the skills and experiences mentioned in the job description. Emphasise your organisational skills, ability to manage multiple priorities, and any relevant technical experience.

Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've successfully triaged service requests or optimised processes in previous roles.

Showcase Technical Proficiency: In your application, demonstrate your familiarity with ERP and CRM systems, particularly Epicor and Salesforce. Provide examples of how you've used technology to enhance service delivery in past positions.

How to prepare for a job interview at Purposeology

✨Understand Technical Concepts

Make sure you have a solid grasp of technical terminology and concepts relevant to the role. This will help you communicate effectively with both customers and engineers during the interview.

✨Demonstrate Organisational Skills

Be prepared to discuss how you manage multiple priorities and stay organised in a fast-paced environment. Share specific examples from your past experiences that highlight your ability to triage requests and optimise schedules.

✨Showcase Customer Service Experience

Highlight your previous experience in customer service, especially in technical or engineering settings. Be ready to explain how you've successfully resolved customer issues and maintained high satisfaction levels.

✨Familiarity with Digital Tools

If you have experience with ERP and CRM systems like Epicor and Salesforce, mention it! Discuss how you've used these tools to enhance service delivery and efficiency in your previous roles.

Technical Customer Services Lead
Purposeology

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