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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 respected name in lift and escalator services.
- Benefits: Enjoy competitive salary, 25 days holiday, wellness support, and family-friendly policies.
- Other info: Great opportunity for career growth in a supportive, fast-paced engineering setting.
- Why this job: Make a real impact in a collaborative environment focused on safety and quality.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 35000 - 45000 £ 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. An independent service provider specialising in the supply, installation, maintenance, repair and modernisation of all types of lift equipment.
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.
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 in Dartford 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
✨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 and relevant!
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in customer service and team management. This can set you apart from other candidates and give us a clear picture of what you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining Liftec Express and being part of our customer-focused culture.
We think you need these skills to ace Customer Service Team Lead - Engineering, Building Services in Dartford
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 drive high-quality customer service, so share examples of how you've successfully led a team in a fast-paced environment.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. Remember, we appreciate straightforward communication!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Liftec Express!
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 knowledge, especially in the context of engineering services. 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 team leadership. Think of instances where you successfully coached team members or improved performance metrics. Highlight your ability to foster a collaborative environment and drive service excellence.
✨Familiarise Yourself with CRM Systems
Since you'll be overseeing Helpdesk activities, make sure you're comfortable discussing CRM systems. Be prepared to explain how you've used data from these systems to improve service quality and monitor performance metrics.
✨Demonstrate Problem-Solving Abilities
Think of specific challenges you've faced in previous roles and how you resolved them. The interviewers will want to see your approach to problem-solving, especially when it comes to managing complaints and ensuring customer satisfaction.