Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic Helpdesk team, ensuring top-notch customer service and efficient operations.
- Company: Join Liftec Express, a respected name in lift and escalator services.
- Benefits: Enjoy competitive salary, 25 days holiday, wellness support, and a pension from day one.
- Other info: Opportunity for career growth in a supportive, safety-focused culture.
- 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 required.
The predicted salary is between 35000 - 45000 £ per year.
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:
- Customer ServiceDesk Team Lead
- 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
- 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.
Locations
Customer Service Team Lead - Engineering, Building Services in Dartford, Kent employer: RecruitmentRevolution.com
Contact Detail:
RecruitmentRevolution.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead - Engineering, Building Services in Dartford, Kent
✨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 at Liftec Express. We want to hear your stories, so make them engaging!
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've handled escalations or improved service quality in previous roles. This is your chance to shine and demonstrate that you’re the perfect fit for the Customer ServiceDesk Team Lead position.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Team Lead - Engineering, Building Services in Dartford, Kent
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 background aligns with the role of Customer ServiceDesk Team Lead, so don’t hold back on showcasing relevant skills!
Showcase Your Achievements: When detailing your previous roles, focus on specific achievements that demonstrate your ability to lead a team and improve customer satisfaction. Use numbers and examples where possible – we love seeing the impact you've made!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured documents that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure to proofread for any typos or errors before hitting send!
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 about the role and our company culture there!
How to prepare for a job interview at RecruitmentRevolution.com
✨Know Your Stuff
Before the interview, make sure you understand Liftec Express's services and values. Familiarise yourself with their approach to customer service and how they handle escalations. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or handled complex customer issues. Highlight how you motivated your team, improved performance metrics, or resolved complaints effectively. This will illustrate your capability to take ownership of the Helpdesk function.
✨Practice Problem-Solving Scenarios
Think of potential scenarios you might face as a Customer ServiceDesk Team Lead. Prepare to discuss how you would handle difficult customer interactions or team conflicts. This will showcase your critical thinking and ability to maintain composure under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.