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

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

Benefits offered by this job

Pension scheme

20 days annual leave

8 bank holidays

Job summary

RGB Network in Rainham is seeking a Service Team Lead to manage daily service operations from the Maidstone office, guiding the team, resolving issues and maintaining strong client relationships. This hands-on leadership role combines people management with practical problem-solving to deliver excellent service.

You’ll oversee workflows, monitor SLAs and KPIs, allocate engineers, log jobs accurately and ensure staff development, while upholding high service standards in a busy environment.

Qualifications

• Extensive experience in customer service, coordination or helpdesk settings.
• Strong leadership and coaching abilities with a track record of staff development.
• Proven ability to manage SLAs, KPIs and customer relationships.

Responsibilities

• Lead, mentor and support the Service Team.
• Monitor team performance against SLAs and KPIs.
• Manage incoming calls, emails and service requests.
• Provide professional, customer-focused service at all stages.
• Ensure accurate information handling and first-contact resolutions.
• Allocate engineers based on skills, location and requirements.
• Log, prepare and progress jobs from start to finish.
• Monitor outstanding jobs and chase parts/information as needed.
• Keep customers informed throughout the service process.
• Maintain accurate portals and job records; collaborate with engineering and management.
• Support wider team during busy periods; conduct appraisals and probation reviews.
• Identify training needs and opportunities for process improvements.

Skills

Customer service leadership

People management

Service coordination

Helpdesk experience

Communication skills

Job description

This full-time Service Team Lead position, based in Rainham, offers a basic salary of up to £33,000 and operates Monday to Friday, 08:00–17:00. The successful candidate will oversee daily service operations from the Maidstone office, guiding colleagues, resolving issues and maintaining strong client relationships. Applicants should possess prior experience within customer support, coordination or helpdesk settings, alongside proven leadership capabilities. Core duties involve supervising workflows, nurturing staff development and upholding consistently high service standards. This hands‑on role suits someone eager to step up, combining people management with practical problem‑solving to ensure excellent outcomes for customers.

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 a 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?

• 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?

• 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

The opportunity to develop your leadership experience and progress your career. 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.