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For Companies 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 support, and a fantastic pension plan.
- 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.
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:
- 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. 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.
Locations
Customer ServiceDesk Team Lead - Pioneer of the British Lift Industry in Dartford, Kent employer: RecruitmentRevolution.com
Contact Detail:
RecruitmentRevolution.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer ServiceDesk Team Lead - Pioneer of the British Lift Industry in Dartford, Kent
✨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 and how they align with your experience in customer service and team leadership. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling customer complaints and leading a team. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer ServiceDesk Team Lead - Pioneer of the British Lift Industry 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 skills align with the role of Customer ServiceDesk Team Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: In your application, emphasise any previous experience you have in leading teams or managing escalations. We’re looking for someone who can inspire and guide a team, so share examples that demonstrate your ability to drive performance and improve service quality.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see why you’d be a great fit for our team!
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches us promptly and you’ll have access to all the latest updates about the role. Plus, it’s super easy to do!
How to prepare for a job interview at RecruitmentRevolution.com
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service knowledge, especially in the context of a Helpdesk environment. Be ready to discuss specific examples of how you've handled complex customer interactions and escalations in the past.
✨Showcase Your Leadership Skills
Prepare to talk about your experience in leading teams. Think of instances where you've motivated your team or improved performance metrics. Highlight your ability to foster a collaborative culture and how you’ve supported team members in their development.
✨Familiarise Yourself with CRM Systems
Since you'll be using CRM systems extensively, it’s a good idea to familiarise yourself with common platforms. Be prepared to discuss how you've used data from these systems to drive improvements in service quality and customer satisfaction.
✨Demonstrate Problem-Solving Skills
Think of specific challenges you've faced in previous roles and how you resolved them. Be ready to explain your thought process and the steps you took to ensure timely and effective resolutions, as this will show your capability in handling escalated issues.