Technical Customer Service Lead

The Role

My client is looking for a highly organised and proactive individual to join a growing service department. This brand-new role has been designed to enhance capacity, drive operational efficiency, and improve service delivery across the business. It’s a fantastic opportunity to contribute to meaningful change and make a real impact.

This position isn’t hands-on from a technical perspective, but it does require a good understanding of technical language and concepts. You’ll be expected to triage incoming service requests, ask the right questions, gather relevant information, and ensure a timely and accurate response.

• Respond to customer service enquiries, triage and prioritise requests based on urgency and technical scope.
• Schedule service engineers effectively, using KPIs to improve route planning, logistics, and overall efficiency.
• Prepare detailed visit packs for engineers, including relevant technical documents and site-specific information.
• Follow up on service visits to identify further sales or support opportunities (e.g. spare parts, upgrades, training, or maintenance contracts).
• Support ERP system usage across the department; help develop dashboards and reporting tools to track service metrics, equipment performance, and recurring issues.
• Produce and maintain daily, weekly, and monthly KPI reports, highlighting performance trends and service gaps.

Experience in a service coordination or customer support role within an engineering or technical environment.

Technically minded, with the confidence to ask probing questions and understand the nature of customer issues.

Digitally competent and confident working within ERP or service management systems.

Highly organised, with strong attention to detail and the ability to juggle competing priorities.

Clear and confident communicator, both over the phone and in writing.

Calm under pressure and capable of making sound decisions in a fast-paced environment.

A collaborative team player with a proactive, customer-first mindset.

Skilled at building rapport with colleagues across departments, from engineers to leadership.

Salary : £35,000 – £43,000 (depending on experience and qualifications).

This vacancy is being advertised by [Agency Name], acting as an Employment Agency for permanent positions and an Employment Business for temporary or contract roles .