Service Team Lead

2 months ago

Peterborough, Peterborough, United Kingdom Morepeople 01780 Full time

Lead Service & Support Coordinator Role

About the Position

Our client, a leading provider of service solutions, is seeking a highly skilled Lead Service & Support Coordinator to join their team in Peterborough. In this dynamic, site-based role, you will oversee a small team while working closely with the Service Support Manager. This position is ideal 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.

Work Environment

The role is based in Peterborough, with some initial travel to Doncaster required once a week. However, this will reduce as the team becomes fully operational.

Working Hours

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

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