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

Ready to step into a leadership role£
Are you an experienced customer service, service coordination or helpdesk professional looking for your next career move£

Do you enjoy leading people, solving problems, building strong customer relationships and making sure customers receive an excellent service£

If so, this could be the opportunity you''ve been waiting for.
We''re recruiting for a Service Team Lead on behalf of a successful business with an established service operation and a strong customer focus.

This is a hands-on leadership role where you''ll play a key part in leading the Service Team, supporting its development and ensuring customers receive a consistently high level of service.

It''s an ideal opportunity for an experienced service professional who is ready to take the next step, or an existing team leader looking for a new challenge.

Why consider this opportunity£
You''ll have the chance to:

- 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
You''ll be at the centre of the Service Team, helping to ensure customers receive a responsive, professional and efficient service.

Your responsibilities will include:

- 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£
We''re interested in speaking with candidates who have experience in roles such as:

- 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:

- Customer-focused with a genuine commitment to excellent service.
- A confident communicator who can build relationships at all levels.
- A natural leader who enjoys supporting and developing others.
- A problem solver who takes ownership and finds solutions.
- Highly organised with excellent attention to detail.
- Proactive and comfortable working in a bu