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- Tasks: Lead a dynamic Helpdesk team, ensuring top-notch customer service and efficient operations.
- Company: Join Liftec Express, a leading provider in lift and escalator services across the UK.
- Benefits: Enjoy 25 days holiday, wellness support, and a competitive pension from day one.
- Other info: Be part of a culture focused on safety, quality, and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and team performance in a collaborative environment.
- Qualifications: Experience in customer service and team leadership, with strong communication skills.
The predicted salary is between 30000 - 40000 £ 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.
About You
- Experience in helpdesk, service desk or customer service environment, with exposure to high‑volume workloads and escalation handling
- Previous supervisory or team lead experience advantageous
- Confident handling complex customer interactions, complaints and service issues in a calm and professional manner
- Strong communication skills to work effectively with customers, engineers and stakeholders
- Highly organized and proactive, able to prioritize multiple tasks and maintain performance under pressure
- Comfortable using CRM systems and Microsoft Office, with ability to produce and interpret reports
- Collaborative team player committed to driving service quality and continuous improvement
Key Responsibilities
- Take day‑to‑day ownership of the Helpdesk function, ensuring effective coordination of workload, consistent service delivery and strong team performance
- Act as the primary escalation point for complex or sensitive customer issues, managing complaints professionally and ensuring timely, accurate resolution
- Coordinate with engineers, planners and operations teams to drive effective communication and problem‑solving across the business
- Oversee all Helpdesk activity including incoming calls, emails and customer portal interactions, ensuring all communications are logged accurately within CRM systems
- Monitor Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using data to coach team members and improve overall service quality
- Take ownership of customer complaints management, ensuring issues are tracked, analysed and resolved effectively; identify trends and root causes to support service improvement initiatives and reporting to senior management
- Produce centralized management information covering call volumes, complaint trends and operational performance, ensuring data integrity across systems to support decision‑making and planning
- Support onboarding and development of team members, embed consistent processes, promote best practice and foster a collaborative, customer‑first culture
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 × 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
We would love to hear from you if you are a customer‑focused service professional ready to step into a leadership role and make a real impact.
Customer Service Team Lead – Engineering, Building Services – 20126 in Dartford employer: RR
Contact Detail:
RR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead – Engineering, Building Services – 20126 in Dartford
✨Tip Number 1
Get to know the company inside out! Research Liftec Express, their values, and their services. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your leadership stories! Think of times you've led a team or handled tough customer situations. Be ready to share these experiences in interviews to demonstrate your skills and how you can drive service excellence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the company culture and what it takes to succeed in the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Liftec Express team.
We think you need these skills to ace Customer Service Team Lead – Engineering, Building Services – 20126 in Dartford
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your experience in customer service. We want to see how you've handled complex interactions and complaints, so share specific examples that showcase your skills in this area.
Demonstrate Leadership Experience: If you've led a team before, let us know! Talk about your previous supervisory roles and how you’ve motivated your team to deliver excellent service. We love seeing candidates who can inspire others.
Be Organised and Proactive: In a fast-paced environment like ours, organisation is key. Share how you prioritise tasks and manage workloads effectively. We’re looking for someone who can keep everything running smoothly under pressure.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at RR
✨Know Your Customer Service Inside Out
Before the interview, brush up on your customer service knowledge, especially in a helpdesk or service desk context. Be ready to discuss specific examples of how you've handled complex customer interactions and escalations, as this will show your potential employer that you can manage the challenges of the role.
✨Showcase Your Leadership Skills
Prepare to talk about your previous supervisory or team lead experiences. Think of situations where you successfully led a team through high-pressure scenarios or improved service quality. Highlight your ability to motivate and develop team members, as this is crucial for the Customer Service Team Lead position.
✨Familiarise Yourself with CRM Systems
Since the role involves using CRM systems and Microsoft Office, make sure you're comfortable discussing your experience with these tools. If possible, bring examples of reports you've generated or how you've used data to improve service delivery. This will demonstrate your technical proficiency and analytical skills.
✨Emphasise Your Problem-Solving Abilities
Be prepared to share examples of how you've resolved customer complaints or service issues in a calm and professional manner. Discuss your approach to identifying trends and root causes, as well as any initiatives you've implemented to enhance service quality. This will show that you're proactive and focused on continuous improvement.