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Service Desk Team Leader – Aftermarket, Colchester
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Client:
Location:
Colchester, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
5b1afe8fb35e
Job Views:
5
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
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:
* Lead and support service and sales desk teams, promoting a high-performance, customer-first culture
* Oversee workload allocation and coordinate field engineers to minimise delays and improve response times
* Monitor SLAs, KPIs, and WIP to ensure operational targets are met
* Manage job cards, warranty claims, and customer disputes in line with company policies
* Communicate effectively with workshop, field teams, and branch management
* Deliver training, appraisals, and development plans for desk operatives
* Analyse performance metrics and identify improvements across service and sales desks
* Maintain full compliance with health, safety, and company standards
About You:
* Proven experience in a service desk, sales support, or technical operations environment
* Strong leadership and team supervision skills
* Excellent communication, organisation, and problem-solving abilities
* Confident using ERP systems and Microsoft Office
* Customer-focused, with a proactive and solution-driven mindset
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