Service Team Lead, based in Rainham, Up to £33K

RGB; Maidstone; On-site; GBP 28,000 - 33,000; Full time

Job summary

RGB in Maidstone is seeking a permanent Service Team Lead to guide a service team within an established operation. Based in Rainham with a Monday–Friday, 08:00–17:00 schedule, the role carries a £28,000–£33,000 basic salary and is a hands-on supervisory position.

You will oversee daily coordination, resolve issues, nurture customer relationships and drive service levels, SLAs and KPIs, while developing staff and ensuring high standards of support.

Qualifications

• Experience leading a service or helpdesk team.
• Proven ability to coordinate resources and staff.
• Strong communication and problem-solving skills.
• Customer-focused with a proactive mindset.

Responsibilities

• Lead, mentor and support the Service Team.
• Monitor performance against SLAs and KPIs.
• Manage incoming calls, emails and service requests.
• Provide professional customer-focused service at all stages.
• Gather information and resolve queries at first contact.
• Allocate engineers based on skills and availability.
• Ensure jobs are logged and progressed from start to finish.
• Proactively chase parts and updates.
• Keep customers informed throughout the service process.
• Work closely with engineers, supervisors and management.

Skills

Leadership

Customer service

Helpdesk coordination

Team mentoring

Job description

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:

• 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