Service Team Lead: Mentor, Resolve & Drive SLAs

RGB; Maidstone; Sur place; GBP 28 000 - 33 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Customer service

Helpdesk coordination

Team mentoring

Description du poste

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.