Service Desk Team Leader – Ref: V331

Total Integrated Solutions Ltd; East Midlands; On-site; GBP 30,000 - 35,000; Full time

Job summary

A service operations company in the East Midlands seeks a dedicated individual to ensure effective delivery of service operations. You will log customer requests, maintain communication with engineers, and provide crucial performance reports. The ideal candidate will be highly organized with excellent communication skills and experience in CRM systems. A commitment to continuous improvement and a proactive approach are essential. Competitive salary and benefits are offered, including holidays, pensions, and employee assistance programs.

Benefits

Difference Maker Awards

Pension Scheme

Holiday Buy Scheme

Life and Accident Insurance

Medical Cash Plan

Cycle to Work

23 days holiday increasing to 27 days plus 8 bank holidays

Birthday holiday

Employee Assistance Program

Qualifications

• Industry knowledge is desirable.
• Experience using CRM or maintenance management systems.

Responsibilities

• Log and distribute service calls in line with SLAs and First Time Fix targets.
• Monitor job scheduling and progress.
• Liaise with site engineers for timely responses.
• Provide weekly status reports to clients and management.
• Act as a key point of contact for customers.

Skills

Highly organised

Excellent written communication

Excellent verbal communication

Confident in building relationships

Proactive

Adaptable

Problem-solving ability

Collaborative mindset

Excellent time management

Attention to detail

Tools

CRM systems

Maintenance management systems

Job description

This role is central to the effective delivery of service operations, ensuring customer requests are logged, coordinated, and completed in line with contractual Service Level Agreements (SLAs). You will act as a key link between customers, engineers, and internal departments, ensuring real-time communication, accurate system updates, financial control, and full compliance. The role also supports continuous improvement, performance management, and high standards of customer service.

The role involves:

• Log and distribute service calls in line with SLAs and First Time Fix (FTF) targets
• Monitor job scheduling, progress, and outstanding calls
• Liaise with site engineers to ensure timely responses and real-time updates
• Chase service updates where required to maintain visibility and performance
• Provide weekly status reports to clients and management
• Act as a key point of contact for customers, providing clear and timely updates
• Communicate job progress, delays, engineer reports, and non-completions effectively
• Attend continuous improvement meetings with partner customers
• Process completed paperwork and action follow-on requirements.
• Maintain and update the Company’s maintenance software in line with compliance
• Collate PPM documentation and maintain accurate asset records, producing monthly asset lists
• Complete ad-hoc administrative duties as required
• Ensure completed calls are costed in accordance with contract terms
• Generate and deliver client finance reports at monthly meetings
• Raise purchase orders for subcontractors and remedial works, including sourcing parts
• Process planned visit documentation and store appropriately
• Produce KPI reports and deliver at client meetings
• Support departmental performance management to ensure client requirements are achieved
• Carry out return-to-work interviews and assist with performance reviews
• Provide training and support on company procedures and processes to ensure the team is working to the required standards
• Liaise with other departments to maintain awareness of wider business projects
• Provide resilience across the team and support other branches when required
• Ensure management requests are completed accurately and efficiently

Key experience / Qualifications:

• Industry knowledge is desirable
• Experience using CRM or maintenance management systems

Knowledge and Skills:

• Highly organised with the ability to manage multiple priorities
• Excellent written and verbal communication skills.
• Confident building strong working relationships with customers and colleagues
• Proactive, adaptable, and solution focused
• Calm under pressure with strong problem-solving ability
• Strong team player with a collaborative mindset.
• Excellent time management and attention to detail.
• Commitment to continuous learning and personal development

We will offer the following:

• A friendly and inclusive workplace where people are treated with respect
• Support from a knowledgeable team committed to your development
• A culture that values integrity, continuous improvement and working together to deliver great results
• Working hours: Monday – Friday, 8.00am – 5.00pm (permanent)
• Salary: £30,000 - £35,000 dependant on qualification, skills and experience
• Benefits: Difference Maker Awards, Pension Scheme, Salary Sacrifice Pension Scheme, Holiday Buy Scheme, Life and Accident Insurance, Medical Cash Plan, Cycle to Work, 23 days holiday increasing to 27 days plus 8 bank holidays, Birthday holiday, Perks and Employee Assistance Program

To apply:

please send your CV to [e-mail]

People Department, TIS Ltd, Hamilton Way, Oakham Business Park, Mansfield, Notts NG18 5BU