Customer Service Solutions Team Lead

Role Purpose

The ROC Team Lead ensures the smooth and efficient operation of the regional service team by leading, supporting, and developing Regional Office Controllers. Acting as a key point of escalation, this role drives operational excellence, customer satisfaction, and financial performance while fostering collaboration across departments.

Key Responsibilities

Operational Leadership

- Lead and support the ROC team to achieve service and customer success goals.
- Coordinate engineer scheduling, subcontractors, and resources to ensure efficient service delivery.
- Maintain business continuity through effective leave and absence planning.

Customer & Stakeholder Management

- Act as a key escalation point for customer queries, ensuring swift resolution and high satisfaction.
- Collaborate with Sales, Operations, Technical, and Design teams to improve service outcomes.
- Manage service contract obligations, ensuring commitments are delivered on time.

Project & Service Coordination

- Lead international job planning, including quoting, scheduling, and execution.
- Track project progress, budgets, and deliverables; mitigate risks proactively.
- Liaise across teams to ensure smooth installation, commissioning, and upgrades.

Financial & Administrative Oversight

- Oversee regional invoicing, revenue recognition, and purchase order follow-up.
- Audit engineer timesheets and prepare reports for the National Service Manager.
- Monitor operational budgets, expenses, and financial performance.

Reporting & Continuous Improvement

- Produce regular performance, productivity, and scheduling reports.
- Analyse processes, recommend improvements, and implement best practices.
- Support leadership with strategic insights and operational data.

Qualifications & Skills

Essential

- Strong leadership and team management abilities.
- Excellent organisational, multitasking, and problem-solving skills.
- Proven customer service and stakeholder management experience.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Strong analytical and reporting skills.

Desirable

- Experience in service operations, field service management, or engineering support.
- Familiarity with ERP/CRM systems and scheduling tools.
- Financial awareness, with experience in budgeting and cost control.

Reports to

National Service Manager