Service Team Lead, based in Rainham

Maidstone Source: WhatJobs

£28,000-£33,000 basic salary

This permanent Service Team Lead position, based in Rainham, Up to £33K, offers a basic salary of £28,000-£33,000 and is located in Maidstone. Working full-time, Monday to Friday, 08:00-17:00, the successful candidate will guide a service team within an established operation.

Responsibilities include overseeing daily coordination, resolving issues, nurturing customer relationships and upholding consistently high standards.

Applicants should possess prior experience in customer service, helpdesk or service coordination, alongside proven leadership and problem-solving abilities. The role suits someone keen to develop staff while ensuring clients receive excellent support. This is a hands-on supervisory post within a permanent contract.

Service Team Lead Rainham | £28,000-£33,000 basic salary | Monday-Friday, 08:00-17:00 | Full-time

Why consider this opportunity

Lead and develop a team - mentor, coach and support colleagues.
Make a real impact - take ownership of customer issues and drive them through to resolution.
Build relationships - become a trusted point of contact for customers.
Drive performance - help ensure service levels, SLAs and KPIs are consistently achieved.
Improve the way things are done - identify opportunities to improve processes and customer service.
Develop your career - benefit from training and progression opportunities.

The role

Leading, mentoring and supporting the Service Team.
Monitoring team performance against agreed SLAs and KPIs.
Managing incoming customer calls, emails and service requests.
Providing a professional and customer-focused service at every stage.
Gathering accurate information and resolving queries wherever possible at the first point of contact.
Allocating engineers based on skills, location, availability and customer requirements.
Ensuring jobs are accurately logged, prepared and progressed from start to finish.
Monitoring outstanding jobs and proactively chasing parts, information and updates.
Keeping customers informed throughout the service process.
Ensuring customer portals and job records are accurate and up to date.
Working closely with engineers, supervisors, managers and senior management.
Supporting the wider team during busy periods.
Conducting appraisals and probation reviews where required.
Identifying training and development requirements.
Looking for opportunities to improve processes, efficiency and customer service.
Taking ownership of problems and finding practical solutions.

What are we looking for

Service Coordinator
Helpdesk Team Leader
Customer Service Team Leader
Service Administrator
Service Desk Supervisor
Customer Service Supervisor
Helpdesk Coordinator

You may already have leadership experience, or you may be an experienced service professional ready to take your first step into team leadership. You'll need to be: