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?
About Liftec Express
Liftec Express is a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK. The business focuses on operational excellence and customer service performance.
The Role at a Glance
* Position: Customer ServiceDesk Team Lead
* Location: Dartford, Onsite
* Compensation: Competitive Salary
* Benefits: Extensive Benefits Package
* Reporting to: Delivery Support Manager
Key Responsibilities
As the Customer ServiceDesk Team Lead, you will take day‑to‑day ownership of the Helpdesk function, ensuring effective coordination of workload, consistent service delivery and strong team performance. The role includes:
* Act as the primary escalation point for complex or sensitive customer issues, managing complaints professionally and ensuring timely, accurate resolution.
* Collaborate with engineers, planners and operations teams to drive effective communication and problem‑solving across the business.
* Oversee all Helpdesk activity – 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 service quality.
* Take ownership of customer complaints management, tracking, analysing and resolving issues effectively, identifying trends and root causes.
* Produce centralised management information covering call volumes, complaint trends and operational performance, ensuring data integrity.
* Support onboarding and development of team members, embed consistent processes and promote best practice.
* Carry out duties in accordance with company policies, ensuring compliance, accuracy and operational excellence.
Qualifications
The ideal candidate will have:
* Experience from a helpdesk, service desk or customer service environment, with exposure to high‑volume workloads and escalation handling.
* Previous supervisory or team lead experience advantageous.
* Confidence in handling complex customer interactions, complaints and service issues calmly and professionally.
* Strong communication skills to work effectively 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, with ability to produce and interpret reports.
* A collaborative team player, committed to driving service quality and continuous improvement.
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 x Salary – Canada Life
* Sickness Scheme – Discretionary
* Family Policies – Industry‑leading enhanced maternity and paternity provision
* 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.
If you are a customer‑focused service professional ready to step into a leadership role and make a real impact, we would love to hear from you.
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