Technical Customer Service Lead

Mansell Recruitment Group; Bedford; On-site; GBP 35,000 - 43,000; Full time

Job summary

A leading recruitment group is seeking a Technical Customer Service Lead in Bedford. This role focuses on improving service delivery and operational efficiency, requiring strong communication skills and technical understanding in a support capacity. The ideal candidate will thrive in a proactive, collaborative environment, and have experience in service coordination within technical fields.

Qualifications

• Experience in service coordination or customer support within engineering or technical fields.
• Technically minded with the ability to assess customer issues.
• Proficient in organizing with ERP or service management systems.

Responsibilities

• Respond to customer inquiries and prioritize requests.
• Schedule service engineers and track performance metrics.
• Prepare documentation for engineers and identify support opportunities.

Skills

Customer service

Service coordination

Communication

Organizational skills

Technical understanding

Proactive approach

Team player

Calm under pressure

Tools

ERP systems

Service management systems

Job description

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Technical Customer Service Lead, Bedford

Client: Mansell Recruitment Group

Location: Bedford, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

2f9653c5c140

Job Views:

5

Posted:

29.06.2025

Expiry Date:

13.08.2025

Job Description:

The Role

My client is looking for a highly organised and proactive individual to join a growing service department. This role aims to enhance capacity, drive operational efficiency, and improve service delivery. It’s an excellent opportunity to contribute to meaningful change and make a real impact.

This position isn’t hands-on technically, but requires understanding of technical language and concepts. You’ll triage service requests, ask questions, gather information, and ensure timely responses.

Key Responsibilities:

• Respond to customer service inquiries, triage and prioritize requests based on urgency and technical scope.
• Schedule service engineers effectively, using KPIs to improve logistics and efficiency.
• Prepare visit packs for engineers, including technical documents and site info.
• Follow up on visits to identify sales or support opportunities.
• Support ERP system use, develop dashboards, and track service metrics.
• Produce KPI reports and analyze performance trends.

The Candidate:

• Experience in service coordination or customer support within engineering or technical fields.
• Technically minded with the confidence to ask questions and understand customer issues.
• Proficient with ERP or service management systems.
• Highly organized with attention to detail.
• Effective communicator, both verbally and in writing.
• Calm under pressure, able to make decisions quickly.
• Team player with a proactive, customer-focused approach.
• Ability to build rapport across departments.

The Package:

Salary: £35,000 – £43,000, depending on experience.

This vacancy is advertised by [Agency Name], acting as an employment agency for permanent roles and employment business for temporary or contract roles.