Service and Support Team Lead

2 days ago

Peterborough, United Kingdom MorePeople Full time
About the Role

We are seeking a highly skilled Service and Support Team Lead to join our team at MorePeople. As a key member of our site-based team in Peterborough, you will be responsible for overseeing a small team and working closely with the Service Support Manager.

This is an ideal opportunity for someone with a background in the engineering sector or experience working alongside engineers, combined with strong team leadership abilities.

Main Responsibilities
  • Visit existing service clients within a 2-hour radius to strengthen relationships and explore new business opportunities.
  • Handle customer complaints and manage the escalation process efficiently.
  • Track and assess service and support performance metrics, recommending process improvements where necessary.
  • Assist the Service Coordinators in their daily tasks to ensure smooth operation.
  • Oversee and update engineer time bookings weekly to ensure KPIs are met, as well as gather and review KPI data to support target achievement.
  • Support the Sales Office Lead in various administrative tasks, including drafting proposals, requesting and following up on Purchase Order Numbers, issuing invoices, coordinating service and parts deliveries, ordering parts/spares, and sending reminders for staged contract payments.
Requirements
  • Demonstrated experience as a Lead Coordinator or a similar position.
  • Strong customer service skills and a solid understanding of administrative practices.
  • Experience in the food industry or engineering sector.
  • Ability to manage, support, and motivate a team effectively.
  • Willingness to assist team members and contribute to a positive working environment.
  • Strong communication skills, comfortable interacting with senior leadership.
  • Adaptable to various tasks and able to handle a bit of everything.
Location and Working Hours

Peterborough, office-based role (initially, some travel to Doncaster will be required once a week, but this will reduce as the team becomes fully operational).

Monday - Friday, 8:30 AM - 5:00 PM or 8:00 AM - 4:30 PM (30-minute lunch break).

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