Service Team Lead, Based In Rainham, Up To £33K

RGB Network; Greater London; Vor Ort; GBP 28.000 - 33.000; Vollzeit

Benefits dieser Stelle

Company pension

Training and progression opportunities

Mon-Fri, 08:00-17:00

Zusammenfassung

RGB Network in Rainham is seeking a Service Team Lead to guide the Service Team, mentor colleagues and ensure customers receive a consistently high level of service. This hands-on leadership role will develop the team and align service delivery with SLAs.

You will manage incoming calls and tickets, allocate engineers, monitor KPIs, and drive process improvements while maintaining a professional, customer-focused approach during Monday–Friday 08:00–17:00.

Qualifikationen

• Experience leading a customer service or helpdesk team.
• Proven ability to coach and develop team members.
• Strong communication and problem-solving skills.

Aufgaben

• Lead, mentor and support the Service Team.
• Monitor SLAs and KPIs, manage calls and service requests.
• Allocate engineers based on skills and availability.
• Ensure accurate logging and progression of jobs from start to finish.
• Identify process improvements and drive customer satisfaction.

Kenntnisse

Team leadership

Customer service

Coaching & mentoring

Communication

Problem solving

Tools

CRM software

MS Office

Jobbeschreibung

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 busy environment.
• A team player who is happy to get involved when required.
• Positive and professional, with a genuine can-do attitude.

You’ll also need:

• Excellent IT skills.
• Strong written and verbal communication skills.
• Excellent organisational and time-management skills.
• The ability to prioritise and manage competing demands.
• The ability to work calmly under pressure.
• Strong customer relationship skills.
• Experience working with SLAs, KPIs, service contracts, engineers or field-based service teams would be advantageous.

What’s on offer?

• £28,000-£33,000 basic salary, depending on experience.
• 20 days’ annual leave + 8 bank holidays.
• Company pension scheme.
• Training and career progression opportunities.
• Monday-Friday working hours, 08:00-17:00.
• The opportunity to develop your leadership experience and progress your career.

The opportunity

This is a role for someone who wants to take ownership, make a difference and build a long-term career.

You’ll have the opportunity to develop your leadership skills, influence service standards and play an important part in the continued success of the Service Team.

If you’re already a team leader, this could be your next challenge.

If you’re an experienced service professional ready to step up, this could be the opportunity you’ve been looking for.