At a Glance
- Tasks: Lead a dynamic team in delivering exceptional customer service and operational excellence.
- Company: Join Capita, a leader in consulting and digital services, making a real impact.
- Benefits: Up to £37,000 salary, 30% shift allowance, extensive training, and career progression.
- Other info: Enjoy a collaborative culture with opportunities for personal and professional growth.
- Why this job: Be at the forefront of innovation while shaping better outcomes for customers.
- 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.
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference.
Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.
We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.
What's in it for you?- 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…and plenty more.
- 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.
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
Join us and discover a career with purpose.
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.
Network Operations Centre Shift Lead in Newtownabbey employer: Capita
At Capita, located in the vibrant Hillview House in Newtownabbey, we pride ourselves on being an exceptional employer that champions innovation and employee growth. Our collaborative work culture fosters creativity and inclusivity, while our commitment to professional development ensures that you have access to extensive training opportunities and career progression within Network Engineering and Technology Operations. With competitive benefits including a generous salary, shift allowance, and a supportive environment for personal and professional advancement, Capita is the ideal place for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Network Operations Centre Shift Lead in Newtownabbey
✨Tip Number 1
Get to know the company inside out! Research Capita's values, recent projects, and their approach to customer service. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Shift Lead, you'll need to convey information clearly and effectively. Try role-playing common scenarios with a friend or family member to boost your confidence before the interview.
✨Tip Number 3
Showcase your leadership style! Be ready to discuss how you've led teams in the past, especially during high-pressure situations. Use specific examples to illustrate your ability to maintain service stability and support your team's development.
✨Tip Number 4
Don't forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. This not only shows good manners but also reinforces your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Network Operations Centre Shift Lead in Newtownabbey
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience leading service-focused teams and managing stakeholders. We want to see how your skills align with the role of Shift Lead, so don’t hold back!
Showcase Your Communication Skills:Since excellent written communication is key for this role, ensure your application is clear and professional. Use examples that demonstrate your customer-first mindset and ability to handle major incidents effectively.
Highlight Your ITIL Knowledge:Don’t forget to mention your understanding of ITIL environments and SLA-driven service delivery. This will show us that you’re well-versed in the operational standards we value at Capita.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Capita
✨Know Your Stuff
Make sure you brush up on your ITIL knowledge and understand SLA-driven service delivery. Be ready to discuss how you've led service-focused teams in the past, as this will show you're a great fit for the Shift Lead role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams during high-pressure situations. Highlight your ability to balance major incidents with day-to-day operations, as this is crucial for the role.
✨Communicate Clearly
Practice your verbal and written communication skills. You’ll need to demonstrate a customer-first mindset, so think about how you can convey complex information simply and effectively during the interview.
✨Be Ready for Scenario Questions
Expect to be asked about specific incidents you've managed. Prepare to discuss how you handled escalations and coordinated with stakeholders, as this will showcase your incident management skills and ability to maintain service stability.
