Job Description

About the role

At Domino, we do more than just printing - we enable our customers to code, mark, and label products across global industries. With innovation at the core of our culture, we pride ourselves on delivering industry-leading solutions in coding and marking technology. Our helpdesk team plays a vital role in ensuring that our customers receive expert support quickly and efficiently.

As Customer Service Team Leader, you will lead our Helpdesk team supporting Domino's coding and marking solutions. Your primary focus will be on ensuring the highest levels of customer service and technical resolution using systems such as Salesforce and ServiceMax. You will help drive operational excellence, coach and support a team of service professionals, and act as a key point of escalation for technical or service-related issues.

Key Responsibilities

Lead and support the helpdesk team to deliver exceptional customer support for Domino's customers.

Manage daily operations, case triage, and team workflow through Salesforce and ServiceMax, ensuring timely and accurate case handling.

Monitor team KPIs, service levels, and customer satisfaction metrics to drive continuous improvement.

Serve as a first line of escalation for complex or critical customer issues, ensuring fast and effective resolution.

Work with Field Service Engineers, Technical Support Specialists, Project Engineers, and Sales teams to provide a seamless service experience for customers.

Identify training needs and deliver coaching to help team members stay up to date on Domino's products and systems.

Support the implementation of new support processes, knowledge base updates, and system enhancements.

Compile and analyse reports from Salesforce/ServiceMax to inform decisions, track performance, and identify trends.

About you

We are seeking a highly motivated individual with exceptional customer service skills and a proven track record of performing well under pressure. The ideal candidate will demonstrate strong prioritisation abilities, effective escalation management, and have experience in leading or supervising a customer service or technical helpdesk team. Familiarity with platforms such as Salesforce, ServiceMax, and Oracle is highly desirable.

Domino values diversity and is an equal opportunity employer. We welcome applications from all candidates; however, only those eligible to work in the UK without the need for additional immigration documentation will be considered for this position.

What you can expect

As a talented individual working at Domino, you can expect a competitive salary and a generous benefits package, including:
25 days of basic holiday, plus options to buy or sell additional days, ensuring you have ample time to relax and recharge.

A discretionary bonus scheme, a testament to your hard work and dedication.

Life insurance, providing security and peace of mind for you and your loved ones.

Medical insurance with the option of purchasing a health cash plan, dental insurance, travel insurance and cycle to work scheme, ensuring your health is always a top priority.

Join our green car scheme, a step towards a more environmentally friendly commute.

Pension plan, starting with 8% employer contributions.




We recognise that flexible homeworking can be beneficial and at Domino we want people to feel able to own the way they work. What this looks like might vary between teams - what's important is that we enable you to get the best from us and for us to get the best from you, whether that's from your home office or on site, as long as we continue to collaborate and enable great outcomes for our customers.



We are a highly successful company; we are large enough to offer career development opportunities yet small enough for your contribution to be readily recognised and rewarded.

About Us

At Domino Printing Sciences we do more. Our expertise is not just in providing cutting-edge variable data printing technology; it is in revolutionising how manufacturers embrace sustainable packaging and spearhead advancements in coding automation. We have been a part of the global variable data printing story for a long time, and our solutions help ensure the success of the world's leading brands. Our goal is to be the leading global variable data printing brand through applying our expertise and reliable solutions to help the world's manufacturers be sustainable and cut waste, while attracting, informing, and protecting their consumers. But we also know that it is not just about the work we do--it is about fostering a collaborative, dynamic and welcoming environment where everyone can flourish, contributing to Domino not only as a pioneer in the industry but also as an exceptional place to work.



Positions may be at an advanced stage of the recruitment process and can close at any time.