Service Team Lead

Murston, Kent
Norton Mechanical Ltd

Are you an experienced highly organised, strong communicator, detail oriented and passionate about maintaining high standards, that is looking for personal progession? Come and join our expanding team!

We are a growing family run business known for delivering technical services to a range of different clients, including blue chip companies and facilities management providers.

At Norton we pride ourselves on exceptional customer service and fostering an inclusive, respectful working environment where every team member feels valued.

Role & Responsibilities

The role is primarily, but not limited to, the following activities:

• Promptly answer incoming calls in a friendly and helpful manner ensuring you provide exceptional customers service throughout
• Review and respond to all emails received into team and individual email inboxes promptly
• Logging all call data received ensuring the information entered is accurate and timely
• Organise attendance to site in accordance ensuring that the most appropriate engineer is allocated
• Produce jobs sheets that are comprehensive and contain all relevant information for engineers and clients
• Chasing up suppliers to check on delivery of parts to ensure that they arrive on time or arranging returns if faulty
• Updating client portals
• Receiving deliveries following the goods in process
• Working to client SLA’s and team KPI’s with support of Service Manager and Contracts Managers
• Seek technical support and advice from Engineers, Supervisors or Contract Managers where required
• Working closely with the Service Manager to mentor and coach other team members
• Conduct annual appraisals and probation reviews
• Reviewing and auditing team Daily/ Weekly/ Monthly tasks
• Assist team members as required to ensure the helpdesk department workload is shared fairly
• Discuss training requirements that arise relating to the team
• Play a key part in supporting the integrated management system
• Perform other reasonable tasks when requested that helps the company meet its SMART objectives

Skills, Experience & Qualifications

Excellent IT skills and use of Microsoft

Excellent communication and interpersonal skills at all levels, both written and verbal

Ability to find solutions in a proactive manner

Ability to build and retain solid relationships with colleagues and clients

Ability to support and work as a team

A can-do and positive attitude

Excellent organisational skills and administrative skills

A customer focused mindset and a commitment to delivering service excellence

Ability to prioritise in a fast-paced and demanding environment

Proven supervisory or team lead experience

Previous experience working within the HVAC industry would be beneficial

Why work with us?

• Join a supportive and close-knit team in a growing family business
• Work with a wide variety of clients
• Contribute to a company that cares about quality and customer service
• Opportunities for personal growth and development
• Full time and permanent employment
• Health Cash Plan Scheme after qualifying period
• Company Pension Scheme
• 20 days annual leave plus bank holidays, increasing each year to 25 days
• Additional annual leave offered, with your birthday off
• Company events throughout the year

We welcome people from all backgrounds, experiences and perspectives to join our team.

Please send your CV and a short covering letter.