Technical Customer Services Lead | £35,000 - £45,000 | Bedford Our client is looking for an exceptional individual to join their expanding team in a newly created role focused on enhancing capacity, improving efficiency, and optimising service delivery across the business. Although this isn't a hands-on technical position, a solid understanding of technical concepts and terminology is essential. Youll be responsible for assessing and triaging incoming service requests with a technical lens, asking the right questions, gathering critical information, and ensuring progress is maintained. This is a dynamic, fast-paced role that requires outstanding organisational skills, excellent customer service, solid IT capabilities, and the ability to remain calm under pressure. Youll enjoy collaborating with both engineers and customers, be confident in managing multiple priorities, and thrive in an environment thats continuously evolving and embracing digital tools to enhance performance and service delivery. The Role: Respond to customer enquiries, triaging and prioritising each request by gathering key technical details to assess urgency, scope, and ensure an appropriate and timely response. Optimise service engineer schedules by leveraging KPIs to enhance efficiency in route planning, logistics, and resource allocation. Provide support with travel and logistics arrangements as needed. Prepare comprehensive visit packs for engineers, including relevant technical documentation and site-specific information to ensure they are fully equipped for each job. Monitor the end-to-end progress of service jobs, ensuring completion in line with KPI targets and closing jobs accurately within the system. Skills and Experience: Demonstrated experience in a customer service role within a technical or engineering environment. Confident working with technical information and skilled at asking the right questions to clearly understand and define customer issues. Technologically proficient, with experience using ERP and CRM systems; familiarity with Epicor and Salesforce is a plus. Highly organised, with a preference for structured processes and the ability to navigate and resolve complex scheduling challenges. If youre looking for a role where you can make a real impact, work closely with both customers and engineers, and be part of a forward-thinking team embracing digital transformation, wed love to hear from you.