At a Glance
- Tasks: Lead a dynamic Helpdesk team, ensuring top-notch customer service and operational efficiency.
- Company: Join Liftec Express, a respected name in lift and escalator services.
- Benefits: Enjoy competitive salary, 25 days holiday, wellness support, and family-friendly policies.
- Other info: Opportunity for career growth in a supportive, safety-focused culture.
- Why this job: Make a real impact in a collaborative environment focused on customer care and service excellence.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 30000 - 40000 € 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
- Competitive Salary Plus Extensive Benefits Package
- Reporting to: Delivery Support Manager
- Company: Pioneer of the British lift industry.
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
About Us:
Liftec Express is a well-established and highly respected name in the UK lift and escalator services sector. This is an excellent opportunity to take a leading role within a collaborative service environment, shaping Helpdesk performance and driving continuous improvement.
Ready for your next challenge?
As Customer ServiceDesk 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
- Pension (Day 1) - Aviva
- 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 x Salary - Canada Life
- Sickness Scheme - Discretionary
- Family Policies - Industry-leading enhanced maternity and paternity provision subject to service
- Incentive Scheme (role dependent, non-contractual)
- Employee Referral Scheme
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. Apply now to explore this opportunity in confidence.
Customer Service Team Lead - Engineering, Building Services employer: RecruitmentRevolution.com
Liftec Express is an exceptional employer, offering a central leadership role in a respected engineering business that prioritises customer service and operational excellence. With a collaborative work culture, extensive benefits including a generous holiday allowance and wellness programmes, and opportunities for professional growth, employees are empowered to make a meaningful impact while developing their skills in a supportive environment. Join us in Dartford to lead a dedicated Helpdesk team and drive continuous improvement in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead - Engineering, Building Services
✨Tip Number 1
Network like a pro! Reach out to your connections in the engineering and customer service sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online platforms to get comfortable.
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've handled escalations or improved service quality in previous roles. Use metrics to back up your achievements – numbers speak volumes!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service Team Lead - Engineering, Building Services
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and team members, it’s crucial to demonstrate your strong communication abilities. Use clear and concise language in your application to reflect how you would communicate in the role.
Highlight Problem-Solving Experience:We’re looking for someone who can handle complex customer issues effectively. Share examples from your past where you successfully resolved challenges or improved service quality, as this will show us you’re the right fit for the job.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at RecruitmentRevolution.com
✨Know Your Customer Service Fundamentals
Before the interview, brush up on key customer service principles, especially in a technical context. Be ready to discuss how you’ve handled complex customer interactions and escalations in the past, as this role heavily relies on those experiences.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've successfully managed a team in a high-pressure environment. Think about specific situations where you motivated your team or improved performance metrics, as these will resonate well with the interviewers.
✨Familiarise Yourself with CRM Systems
Since the role involves using CRM systems for tracking and reporting, make sure you can speak confidently about your experience with these tools. If possible, mention any specific systems you’ve used and how they helped improve service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when dealing with customer complaints or operational challenges, as this will demonstrate your critical thinking and customer focus.
