Operations Support Team Leader -12 Month FTC

• Lead, coach, and develop a team of 30+ team members
• Support the Operations Manager in day-to-day operations
• Monitor service delivery and ensure operational targets are met
• Manage team rotas and staffing to cover operational hours (6am–6pm)
• Handle escalations and ensure issues are resolved effectively
• Drive performance through regular 1:1s, feedback, and reviews
• Manage employee relations with HR support (absence, conduct, performance)
• Support onboarding, training, and ongoing development of team members

• Proven experience managing teams of 15+ employees
• Background in operations, customer service, or reception environments
• Strong knowledge of HR processes (performance management, conduct, absence)
• Ability to work flexibly across shifts between 6:00am – 6:00pm
• Confident leader with strong communication and coaching skills
• Highly organised with the ability to manage competing priorities
• Comfortable working in a fast-paced, high-volume environment

Desirable

• Experience supporting large teams (15+ people)
• Previous shift leadership or duty management experience
• Experience with workforce planning or rota systems

 

• Excellent holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour personal helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.