Service Team Lead — Lead & Elevate Customer Service

Pertemps Tm; Rainham; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

28 days holiday

Company pension

Training & progression

Mon-Fri 08:00-17:00

Job summary

Pertemps TM in Rainham is seeking a Service Team Lead to manage the Service Team and ensure customers receive a responsive, professional service. This hands-on leadership role will develop the team, handle escalations and drive improvements in processes and KPIs.

You will oversee calls, emails and service requests, allocate engineers by skill and location, monitor SLAs, and report on performance. The role suits an experienced service professional aiming to advance into team leadership, with

Qualifications

• Customer-focused with a genuine commitment to excellent service.
• Confident communicator who can build relationships at all levels.
• Natural leader who enjoys supporting and developing others.
• Problem solver who takes ownership and finds solutions.
• Highly organised with excellent attention to detail.
• Proactive and comfortable working in a busy environment.
• Team player who helps when required.
• Positive and professional with a can-do attitude.

Responsibilities

• Leading, mentoring and supporting the Service Team.
• Monitoring team performance against SLAs and KPIs.
• Managing incoming customer calls, emails and service requests.
• Providing a professional and customer-focused service at every stage.
• Gathering information and resolving queries at first contact.
• Allocating engineers by skills, location and availability.
• Ensuring jobs are logged, prepared and progressed.
• Monitoring outstanding jobs and chasing parts and updates.
• Keeping customers informed throughout the service process.
• Ensuring portals and job records are accurate and up to date.
• Working with engineers, supervisors, managers and senior management.
• Supporting the wider team during busy periods.
• Conducting appraisals and probation reviews when required.
• Identifying training and development requirements.
• Looking for opportunities to improve processes, efficiency and service.

Skills

Customer service

Team leadership

Communication

Organisational skills

Time management

IT skills

Working under pressure

Relationship building

Tools

IT systems

Job description

Pertemps TM in Rainham is seeking a Service Team Lead to manage the Service Team and ensure customers receive a responsive, professional service. This hands-on leadership role will develop the team, handle escalations and drive improvements in processes and KPIs.

You will oversee calls, emails and service requests, allocate engineers by skill and location, monitor SLAs, and report on performance. The role suits an experienced service professional aiming to advance into team leadership, with