About the role
At Domino, we do more than just printing - we enable our customers to code, mark, and label products across global industries. With innovation at the core of our culture, we pride ourselves on delivering industry-leading solutions in coding and marking technology. Our helpdesk team plays a vital role in ensuring that our customers receive expert support quickly and efficiently.
As Customer Service Team Leader, you will lead our Helpdesk team supporting Domino’s coding and marking solutions. Your primary focus will be on ensuring the highest levels of customer service and technical resolution using systems such as Salesforce and ServiceMax. You will help drive operational excellence, coach and support a team of service professionals, and act as a key point of escalation for technical or service-related issues.
Key Responsibilities
* Lead and support the helpdesk team to deliver exceptional customer support for Domino’s customers.
* Manage daily operations, case triage, and team workflow through Salesforce and ServiceMax, ensuring timely and accurate case handling.
* Monitor team KPIs, service levels, and customer satisfaction metrics to drive continuous improvement.
* Serve as a first line of escalation for complex or critical customer issues, ensuring fast and effective resolution.
* Work with Field Service Engineers, Technical Support Specialists, Project Engineers, and Sales teams to provide a seamless service experience for customers.
* Identify training needs and deliver coaching to help team members stay up to date on Domino’s products and systems.
* Support the implementation of new support processes, knowledge base updates, and system enhancements.
* Compile and analyse reports from Salesforce/ServiceMax to inform decisions, track performance, and identify trends.
About you
We are seeking a highly motivated individual with exceptional customer service skills and a proven track record of performing well under pressure. The ideal candidate will demonstrate strong prioritisation abilities, effective escalation management, and have experience in leading or supervising a customer service or technical helpdesk team. Familiarity with platforms such as Salesforce, ServiceMax, and Oracle is highly desirable.
Domino values diversity and is an equal opportunity employer. We welcome applications from all candidates; however, only those eligible to work in the UK without the need for additional immigration documentation will be considered for this position.
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