At a Glance
- Tasks: Lead a dynamic Helpdesk team, ensuring top-notch customer service and operational efficiency.
- Company: Join Liftec Express, a pioneer in the British lift industry with a strong reputation.
- Benefits: Enjoy competitive salary, 25 days holiday, wellness programmes, and family-friendly policies.
- Other info: Be part of a respected engineering business with excellent career growth opportunities.
- Why this job: Make a real impact on customer satisfaction and team performance in a collaborative environment.
- Qualifications: Experience in customer service leadership and strong communication skills are essential.
The predicted salary is between 35000 - 45000 € per year.
If your skills, experience, and qualifications match those in this job overview, do not delay your application.
Customer Focus. Team Leadership. Service Excellence.
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:
- Location: Dartford, Onsite
- Competitive Salary Plus Extensive Benefits Package
- Reporting to: Delivery Support Manager
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. Previously part of OTIS, the world’s leading manufacturer and service provider of elevators and escalators, the business is now privately owned by R-Capital and focused on operational excellence and customer service performance.
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
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 ServiceDesk Team Lead - Pioneer of the British Lift Industry employer: RecruitmentRevolution.com
Liftec Express is an exceptional employer, offering a collaborative and supportive work environment where your leadership can directly enhance customer service performance. With a competitive salary and extensive benefits package, including generous holiday allowance and wellness programmes, employees are encouraged to grow and develop within the company. Located in Dartford, this role provides a unique opportunity to lead a dedicated Helpdesk team in a respected engineering services firm, making a meaningful impact in the lift industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer ServiceDesk Team Lead - Pioneer of the British Lift Industry
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for a new role. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your leadership skills and customer service experience, as these are key for the Customer ServiceDesk Team Lead role.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer ServiceDesk Team Lead - Pioneer of the British Lift Industry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service and leadership experience, as these are key for the Customer ServiceDesk Team Lead role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've handled complex customer interactions or led a team to success in a fast-paced environment.
Showcase Your Communication Skills:Since strong communication is crucial for this position, ensure 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. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role there!
How to prepare for a job interview at RecruitmentRevolution.com
✨Know Your Customer Service Inside Out
Before the interview, brush up on your customer service principles and best practices. Be ready to discuss how you’ve handled complex customer interactions in the past, especially in a high-pressure environment. This will show that you understand the importance of service excellence.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team or managed escalations. Think about specific situations where your leadership made a difference in team performance or customer satisfaction. This will demonstrate your capability to take ownership of the Helpdesk function.
✨Familiarise Yourself with CRM Systems
Since the role involves using CRM systems for logging communications and tracking performance metrics, make sure you’re comfortable discussing your experience with these tools. If you’ve used specific systems before, mention them and how they helped improve service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle certain customer complaints or team dynamics. Practise your responses to common scenarios in customer service and team leadership. This will help you articulate your problem-solving skills and proactive approach during the interview.
