The Role at a Glance
Customer ServiceDesk Team Lead – Dartford, Onsite – Plus Extensive Benefits Package.
Reporting to: Delivery Support Manager.
Company: Pioneer of the British lift industry. Formerly part of global brand Otis – Private Equity-backed by R Capital since 2025. An independent service provider specialising in the supply, installation, maintenance, repair and modernisation of all types of lift equipment.
Pedigree: Clients include national retail chains, major hospitals, large FM providers and MOD sites.
Culture: Safety, Ethics & Quality Focused.
About Us: Liftec Express is a well‑established and highly respected name in the UK lift and escalator services sector. Previously part of OTIS, now privately owned by R‑Capital and focused on operational excellence and customer service performance.
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.
* Work closely 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 and handled in line with service expectations.
* Monitor Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using this 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 provide clear reporting to senior management.
* Produce centralised 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.
* Carry out duties in accordance with company policies and procedures, ensuring compliance, accuracy and operational excellence at all times.
Qualifications
* 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 is advantageous.
* Confidence handling complex customer interactions, complaints and service issues in a calm and professional manner.
* Strong communication skills, enabling effective work with customers, engineers and internal stakeholders.
* Highly organised and proactive, able to prioritise multiple tasks and maintain performance under pressure.
* Comfortable using CRM systems and Microsoft Office; able to produce and interpret reports.
* Collaborative team player, committed to driving service quality and continuous improvement.
* Access to Discounts Platform.
Benefits
* 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.
* 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.
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