At a Glance
- Tasks: Lead a dynamic team in delivering top-notch customer service and operational excellence.
- Company: Join Hillview House, a forward-thinking company focused on service delivery.
- Benefits: Competitive salary, shift allowance, extensive training, and career progression opportunities.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by leading a team in a fast-paced environment.
- Qualifications: Experience in leading service-focused teams and strong communication skills required.
The predicted salary is between 37000 - 37000 £ per year.
Join our Service Operations team at Hillview House Newtownabbey as a Shift Lead and play a key role in delivering exceptional customer experience, strong operational governance, and high performing service delivery across a 24/7 environment. We're looking for a confident service leader who can guide a team, manage stakeholders, and maintain service stability during fast paced operational activity and major incidents.
What We're Looking For
- Experience leading service-focused technical or operational teams.
- Strong stakeholder management and escalation handling skills.
- Ability to balance major incident leadership with BAU service oversight.
- Excellent written and verbal communication with a customer-first mindset.
- Strong understanding of ITIL environments and SLA-driven service delivery.
- High attention to detail and ability to stay calm under pressure.
- Eligible for Security Clearance (SC minimum; NPPV3 preferred).
As a Shift Lead, you will provide frontline leadership to ensure customers receive a consistently high-quality service. You'll oversee shift performance, act as an escalation point, support your team's development, and lead structured communication during incidents. Your focus will be on service outcomes, customer communication, operational excellence, and continuous improvement - not just technical resolution.
What You'll Be Doing
- Delivery & Customer Experience
- Act as the primary contact for customer issues, ensuring high quality, timely communication.
- Oversee incident and request handling to ensure SLA adherence and clear, accurate updates.
- Coordinate with field teams and third parties to maintain seamless service delivery.
- Ensure incident records and customer updates meet professional, service led standards.
- Support and contribute to root cause analysis and ongoing service improvement.
- Shift Leadership
- Lead, support, and guide the shift team, ensuring consistent execution and service focus.
- Allocate work effectively and maintain operational visibility across the shift.
- Provide coaching, feedback, and in-the-moment mentoring to build team capability.
- Ensure smooth shift handovers with complete, actionable information.
- Foster a culture of accountability, collaboration, and customer first behaviour.
- Stakeholder & Incident Management
- Lead communication and coordination during major incidents.
- Work closely with senior managers, service teams, and suppliers to ensure timely resolution.
- Facilitate structured incident calls and ensure stakeholder alignment.
- Identify and drive improvements in processes, monitoring, and ways of working.
What We Offer
- A salary of up to 37,000 per annum DOE along with an attractive 30% shift allowance.
- Extensive training opportunities to support technical and professional development.
- Opportunities for career progression within Network Engineering and Technology Operations.
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
- Free parking onsite at Hillview House.
- Company matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks.
- Volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Network Operations Centre Shift Lead employer: Capita plc
At Hillview House in Newtownabbey, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. As a Shift Lead in our Service Operations team, you'll benefit from extensive training opportunities, a supportive work culture focused on collaboration and accountability, and a competitive salary with attractive benefits including a generous shift allowance and career progression pathways. Join us to make a meaningful impact while enjoying a fulfilling work-life balance in a diverse and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Network Operations Centre Shift Lead
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to service leadership and incident management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can leave a lasting impression. Plus, it shows you’re proactive and keen on the role!
We think you need these skills to ace Network Operations Centre Shift Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading service-focused teams. We want to see how your skills align with the role of Shift Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since excellent written communication is key for this role, ensure your application is clear and professional. Use concise language and structure your thoughts well. Remember, we’re looking for a customer-first mindset, so let that shine through!
Highlight Stakeholder Management Experience:In your application, emphasise any experience you have in managing stakeholders and handling escalations. We want to know how you've successfully navigated challenging situations and maintained service stability in the past.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Capita plc
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Understand how it applies to service delivery and be ready to discuss how you've used it in past roles. This will show that you're not just familiar with the framework, but that you can apply it effectively in a real-world setting.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams through challenging situations, especially during major incidents. Highlight your ability to maintain calm under pressure and how you’ve supported your team’s development. This will demonstrate your capability as a Shift Lead and your commitment to fostering a positive team culture.
✨Master Stakeholder Management
Think of specific instances where you've successfully managed stakeholders or escalated issues. Be ready to explain your approach to communication and coordination during incidents. This will illustrate your strong stakeholder management skills and your customer-first mindset.
✨Practice Clear Communication
Since excellent written and verbal communication is key for this role, practice articulating your thoughts clearly. You might even want to prepare a mock incident call scenario to showcase your structured communication style. This will help you stand out as someone who can lead effectively during high-pressure situations.
