Full job description

Market 36 Recruitment are currently recruiting for a Service Delivery Lead on behalf of our client based in Great Dunmow, on a permanent basis.

This is a newly created position due to business growth, offering the opportunity to take ownership of service coordination and customer support within a friendly, established business.

The successful candidate will coordinate customer projects, engineer visits and support enquiries, whilst supervising one Customer Support colleague and working closely with the Sales Director. The role would suit someone organised, patient and confident explaining practical or technical information clearly over the telephone.

Roles and Responsibilities

• Coordinating customer projects, installations, service visits and equipment collections.
• Planning engineer schedules and confirming site access, readiness and practical requirements.
• Ensuring engineers have the relevant job packs, site information and documentation before attending.
• Following up outstanding reports, photographs and actions after site visits.
• Supervising one Customer Support colleague, setting daily priorities and providing guidance.
• Handling customer enquiries and helping diagnose product or service issues over the telephone.
• Managing escalated enquiries and difficult conversations calmly and professionally.
• Arranging replacement equipment, supplier assistance or engineer attendance where required.
• Liaising with Sales, technical, calibration and support teams to keep work progressing.
• Supporting the Sales Director with service updates, recurring issues and improvement ideas.
• Maintaining accurate records, clear actions and effective handovers.
• Using initiative to improve processes, checklists and the overall customer experience.

Experience, Education & Qualifications

• Previous experience within service coordination, customer support, operations or a similar role.
• Strong organisation skills, with the ability to prioritise competing tasks and follow actions through to completion.
• A confident telephone manner and the patience to explain information clearly.
• Practical problem-solving skills and a willingness to learn technical products.
• Confidence handling challenging customer conversations and taking ownership of issues.
• The ability to work independently, use initiative and contribute ideas.
• Good written communication and IT skills, including Microsoft Office and CRM or job management systems.
• Previous supervisory experience or experience coaching colleagues would be advantageous.
• Experience coordinating engineers or field teams would be beneficial.
• Exposure to engineering, technical or construction services would be advantageous but is not essential.
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