Service Desk Team Leader – Aftermarket

2 days ago

Chelmsford, United Kingdom Glen Callum Associates Full time

Service Desk Team Leader – AftermarketWe’re looking for a driven and hands-on Service Desk Team Leader to play a key role in leading our Service and Sales Desk operations within a fast-paced, customer-focused environment. As a Service Desk Team Leader, you’ll be at the heart of our support function—managing workloads, streamlining processes, and delivering outstanding service.This is a dynamic and high-impact position, perfect for a motivated person ready to take ownership of performance, coach a growing team, and ensure seamless communication between field engineers, the workshop, and customers.As a Service Desk Team Leader, you’ll implement best practices, improve response times, and champion service excellence from the front line. You’ll be the go-to person for operational efficiency, dispute resolution, and team development—helping us raise the bar across our service and sales functions.If you’re an experienced Service Desk Team Leader who thrives in a leadership role and is passionate about customer satisfaction, continuous improvement, and driving results—this is the opportunity for you.Location – Witham, Chelmsford, Braintree, ColchesterSalary – Up to £32K – Pension – 25 days Annual Leave (plus BH 32 days total) – Employee Assistance Program – Free Parking – Life Assurance – Mon to Fri NO WeekendsKey Responsibilities:Lead and support service and sales desk teams, promoting a high-performance, customer-first cultureOversee workload allocation and coordinate field engineers to minimise delays and improve response timesMonitor SLAs, KPIs, and WIP to ensure operational targets are metManage job cards, warranty claims, and customer disputes in line with company policiesCommunicate effectively with workshop, field teams, and branch managementDeliver training, appraisals, and development plans for desk operativesAnalyse performance metrics and identify improvements across service and sales desksMaintain full compliance with health, safety, and company standardsAbout You:Proven experience in a service desk, sales support, or technical operations environmentStrong leadership and team supervision skillsExcellent communication, organisation, and problem-solving abilitiesConfident using ERP systems and Microsoft OfficeCustomer-focused, with a proactive and solution-driven mindset

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