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? Liftec Express – a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK – is continuing to strengthen its service operations during an exciting phase of growth and performance improvement.
We are now seeking a Customer ServiceDesk Team Lead to take ownership of our Helpdesk function, providing leadership, escalation support and driving high‑quality customer service across a busy and dynamic operation. This is a pivotal role where your leadership, organisation and customer focus will directly influence team performance, customer satisfaction and operational efficiency.
Role at a Glance
- Title: Customer ServiceDesk Team Lead
- Location: Dartford, Onsite
- Competitive Salary and extensive benefits package
- Reporting to: Delivery Support Manager
- Company: Liftec Express – former part of OTIS, now privately owned by R‑Capital
- Clientele includes national retail chains, major hospitals, large FM providers and MOD sites
- Culture: Safety, Ethics & Quality focused
About You
- Experience in helpdesk, service desk or customer service environment, with exposure to high‑volume workloads and escalation handling
- Previous supervisory or team lead experience advantageous
- Confident handling complex customer interactions, complaints and service issues in a calm and professional manner
- Strong communication skills to work effectively with customers, engineers and stakeholders
- Highly organized and proactive, able to prioritize multiple tasks and maintain performance under pressure
- Comfortable using CRM systems and Microsoft Office, with ability to produce and interpret reports
- Collaborative team player committed to driving service quality and continuous improvement
Key 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
- Coordinate 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
- Monitor Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using 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 reporting to senior management
- Produce centralized 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
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 × Salary – Canada Life
- Sickness Scheme – Discretionary
- Family Policies – Industry‑leading enhanced maternity and paternity provision subject to service
- 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
We would love to hear from you if you are a customer‑focused service professional ready to step into a leadership role and make a real impact.
#J-18808-Ljbffr”, “datePosted”: “2026-05-17”, “hiringOrganization”: { “@type”: “Organization”, “name”: “RR”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__435515908__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=519” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Dartford” } } }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? Liftec Express – a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK – is continuing to strengthen its service operations during an exciting phase of growth and performance improvement.
We are now seeking a Customer ServiceDesk Team Lead to take ownership of our Helpdesk function, providing leadership, escalation support and driving high‑quality customer service across a busy and dynamic operation. This is a pivotal role where your leadership, organisation and customer focus will directly influence team performance, customer satisfaction and operational efficiency.
Role at a Glance
- Title: Customer ServiceDesk Team Lead
- Location: Dartford, Onsite
- Competitive Salary and extensive benefits package
- Reporting to: Delivery Support Manager
- Company: Liftec Express – former part of OTIS, now privately owned by R‑Capital
- Clientele includes national retail chains, major hospitals, large FM providers and MOD sites
- Culture: Safety, Ethics & Quality focused
About You
- Experience in helpdesk, service desk or customer service environment, with exposure to high‑volume workloads and escalation handling
- Previous supervisory or team lead experience advantageous
- Confident handling complex customer interactions, complaints and service issues in a calm and professional manner
- Strong communication skills to work effectively with customers, engineers and stakeholders
- Highly organized and proactive, able to prioritize multiple tasks and maintain performance under pressure
- Comfortable using CRM systems and Microsoft Office, with ability to produce and interpret reports
- Collaborative team player committed to driving service quality and continuous improvement
Key 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
- Coordinate 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
- Monitor Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using 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 reporting to senior management
- Produce centralized 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
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 × Salary – Canada Life
- Sickness Scheme – Discretionary
- Family Policies – Industry‑leading enhanced maternity and paternity provision subject to service
- 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
We would love to hear from you if you are a customer‑focused service professional ready to step into a leadership role and make a real impact.
#J-18808-Ljbffr…