Service Desk Team Leader – Aftermarket
We’re looking for a driven and hands-on Service Desk Team Leader to play a key role in leading our Service and Sales Desk operations within a fast-paced, customer-focused environment. As a Service Desk Team Leader, you’ll be at the heart of our support function—managing workloads, streamlining processes, and delivering outstanding service.
This is a dynamic and high-impact position, perfect for a motivated person ready to take ownership of performance, coach a growing team, and ensure seamless communication between field engineers, the workshop, and customers.
As a Service Desk Team Leader, you’ll implement best practices, improve response times, and champion service excellence from the front line. You’ll be the go-to person for operational efficiency, dispute resolution, and team development—helping us raise the bar across our service and sales functions.
If you’re an experienced Service Desk Team Leader who thrives in a leadership role and is passionate about customer satisfaction, continuous improvement, and driving results—this is the opportunity for you.
Location – Witham, Chelmsford, Braintree, Colchester
Salary – Up to £32K – Pension – 25 days Annual Leave (plus BH 32 days total) – Employee Assistance Program – Free Parking – Life Assurance – Mon to Fri NO Weekends
Key Responsibilities:
1. Lead and support service and sales desk teams, promoting a high-performance, customer-first culture
2. Oversee workload allocation and coordinate field engineers to minimise delays and improve response times
3. Monitor SLAs, KPIs, and WIP to ensure operational targets are met
4. Manage job cards, warranty claims, and customer disputes in line with company policies
5. Communicate effectively with workshop, field teams, and branch management
6. Deliver training, appraisals, and development plans for desk operatives
7. Analyse performance metrics and identify improvements across service and sales desks
8. Maintain full compliance with health, safety, and company standards
About You:
9. Proven experience in a service desk, sales support, or technical operations environment
10. Strong leadership and team supervision skills
11. Excellent communication, organisation, and problem-solving abilities
12. Confident using ERP systems and Microsoft Office
13. Customer-focused, with a proactive and solution-driven mindset