Customer Service Team Lead - Engineering, Building Services

Are you an experienced Service Desk or service professional ready to step into a leadership role within a fast-paced engineering services environment?

Liftec Express – a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK – is continuing to strengthen its service operations during an exciting phase of growth and performance improvement.

We are now seeking a Customer Service Desk Team Lead to take ownership of our Helpdesk function, providing leadership, escalation support and driving high-quality customer service across a busy and dynamic operation.

This is a pivotal role where your leadership, organisation and customer focus will directly influence team performance, customer satisfaction and operational efficiency.

Customer Service Desk Team Lead

Dartford, Onsite

Plus Extensive Benefits Package

Reporting to: Delivery Support Manager

Company: Pioneer of the British lift industry. Formerly part of global brand Otis - Private Equity-backed by R Capital since 2025. An independent service provider specialising in the supply, installation, maintenance, repair and modernisation of all types of lift equipment

Pedigree: Clients include national retail chains, major hospitals, large FM providers and MOD sites

Culture: Safety, Ethics & Quality Focused

Your Background: Helpdesk, service desk or customer service leadership experience within an engineering or service-led environment

Skills: Team leadership, escalation handling, performance monitoring, reporting, CRM systems, strong communication and organisation

Liftec Express is a well-established and highly respected name in the UK lift and escalator services sector. Previously part of OTIS, the world’s leading manufacturer and service provider of elevators and escalators, the business is now privately owned by R-Capital and focused on operational excellence and customer service performance.

This is an excellent opportunity to take a leading role within a collaborative service environment, shaping Helpdesk performance and driving continuous improvement.

As Helpdesk Team Lead, you will take day-to-day ownership of the Helpdesk function, ensuring effective coordination of workload, consistent service delivery and strong team performance.

You will act as the primary escalation point for complex or sensitive customer issues, managing complaints professionally and ensuring timely, accurate resolution. Working closely with engineers, planners and operations teams, you will drive effective communication and problem-solving across the business.

You will oversee all Helpdesk activity including incoming calls, emails and customer portal interactions, ensuring all communications are logged accurately within CRM systems and handled in line with service expectations.

A key part of your role will involve monitoring Helpdesk performance metrics such as response times, resolution rates and customer satisfaction, using this data to coach team members and improve overall service quality.

You will take ownership of customer complaints management, ensuring issues are tracked, analysed and resolved effectively. Identifying trends and root causes, you will support service improvement initiatives and provide clear reporting to senior management.

You will also produce centralised management information covering call volumes, complaint trends and operational performance, ensuring data integrity across systems to support decision‑making and planning.

Supporting onboarding and development of team members, you will help embed consistent processes, promote best practice and foster a collaborative, customer‑first culture.

The role holder shall carry out their duties in accordance with company policies and procedures, ensuring compliance, accuracy and operational excellence at all times.

• You bring experience from a helpdesk, service desk or customer service environment, with exposure to high‑volume workloads and escalation handling
• Previous experience in a supervisory or team lead capacity would be advantageous
• You are confident handling complex customer interactions, complaints…