At a Glance
- Tasks: Lead a dynamic team to enhance IT support and improve service delivery.
- Company: Join Holland & Barrett, a leader in health and wellness retail.
- Benefits: Enjoy 33 days holiday, private medical insurance, and a generous colleague discount.
- Other info: Hybrid working with excellent career growth opportunities.
- Why this job: Make a real impact on wellness while developing your leadership skills.
- Qualifications: Experience in IT support and a passion for team development.
The predicted salary is between 40000 - 50000 £ per year.
At Holland & Barrett, we're on a mission to make health and wellness a way of life for everyone. As our Service Operations Team Lead, you'll play a vital role in keeping our technology services running smoothly across stores, warehouses, digital platforms and support teams. This is a hands-on leadership role where you'll combine technical expertise, people leadership and service improvement to help deliver reliable, high-quality IT support across the business. You'll lead a talented team, drive operational excellence and help create a proactive, customer-focused support experience for every colleague who relies on our technology.
Location & working arrangement
Nuneaton, United Kingdom | Full-time
We offer hybrid working, with an expectation that you'll be present at our Nuneaton office for a minimum of 2 days per week.
What you'll be doing
- Leading and developing the Service Operations team, creating a culture of collaboration, accountability and continuous improvement
- Managing day-to-day service desk operations, including workload allocation, queue management and service performance
- Acting as a senior escalation point for complex technical issues and major incidents
- Driving high standards across ticket quality, customer communication and SLA performance
- Delivering coaching, mentoring and training to support colleague growth and technical capability
- Owning knowledge management processes, ensuring documentation and support guides stay accurate and accessible
- Using service metrics and insights to identify trends, improve user experience and strengthen service reliability
- Working closely with internal teams, suppliers and partners to deliver a seamless support experience across multiple locations
What you'll bring
- Experience leading a technical service desk or IT support function
- Strong understanding of IT service management and ITIL principles
- Confidence managing incidents, escalations and service delivery in fast-paced environments
- A collaborative leadership style with experience coaching and developing teams
- Strong communication and stakeholder management skills
- A proactive mindset with a focus on continuous improvement and customer experience
- Experience working with Microsoft technologies, ticketing systems and support tools
- The ability to balance hands-on technical support with operational leadership
Benefits
- 33 days holiday, including bank holidays
- Holiday purchase scheme
- Private medical insurance - single cover
- 24/7 Virtual GP access
- Annual free at-home health testing kit (after 6 months' service)
- Access to our Employee Assistance Programme and Mental Health First Aiders
- Workplace pension with 5% employer contribution
- Life assurance (2x salary, after 6 months' service)
- Annual bonus (subject to company and individual performance) up to 10%
- £50 colleague product allowance on Holland & Barrett products (after 6 months' service)
- 25% colleague discount, available in store and online, with free delivery on online orders
- Free Wellhub membership, with discounted access to gyms, studios and wellbeing apps
- Cycle to Work scheme
- Access to cashback and discounts from a wide range of retailers
About Holland & Barrett
Holland & Barrett is one of Europe's leading health and wellness retailers and the largest in the UK. For more than 150 years, we've been trusted by our customers to help them live healthier, happier lives. We're here to make wellness simple, accessible and personal - combining expert advice, high-quality products and a passion for helping every body feel their best.
Inclusion & accessibility
At Holland & Barrett, we value diversity and are committed to creating an inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from people of all backgrounds, experiences and perspectives. If you need any adjustments or support during the recruitment process, please let us know and we'll be happy to help.
Service Operations Team Lead in Nuneaton employer: Holland and Barrett
Holland & Barrett is an exceptional employer, offering a vibrant work culture that prioritises health and wellness while fostering collaboration and continuous improvement. As a Service Operations Team Lead in Nuneaton, you'll benefit from a supportive environment with ample opportunities for professional growth, competitive benefits including private medical insurance and a generous holiday allowance, and the chance to make a meaningful impact on the lives of colleagues and customers alike.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Team Lead in Nuneaton
✨Tip Number 1
Get to know the company inside out! Research Holland & Barrett's mission, values, and recent news. 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 the interview by practising common questions related to service operations and leadership. Think about your past experiences and how they align with the role. Confidence is key, so rehearse until you feel ready to shine!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Operations Team Lead in Nuneaton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Operations Team Lead. Highlight your experience in leading technical teams and managing service desk operations, as this will show us you’re the right fit for our mission at Holland & Barrett.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about health and wellness and how your skills align with our goals. Don’t forget to mention your proactive mindset and commitment to continuous improvement!
Showcase Your Technical Skills:We want to see your technical expertise! Be sure to include any relevant experience with IT service management, Microsoft technologies, and ticketing systems. This will help us understand how you can contribute to our tech support excellence.
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you who are eager to join our team!
How to prepare for a job interview at Holland and Barrett
✨Know Your Tech Inside Out
As a Service Operations Team Lead, you'll need to demonstrate your technical expertise. Brush up on IT service management and ITIL principles, and be ready to discuss how you've handled complex technical issues in the past. This will show that you can lead the team effectively.
✨Showcase Your Leadership Style
Holland & Barrett values collaborative leadership. Prepare examples of how you've coached and developed teams in previous roles. Highlight your ability to create a culture of accountability and continuous improvement, as this aligns with their mission.
✨Prepare for Scenario Questions
Expect questions about managing incidents and escalations in fast-paced environments. Think of specific situations where you successfully navigated challenges, and be ready to explain your thought process and the outcomes. This will demonstrate your proactive mindset.
✨Understand Their Customer Focus
Holland & Barrett is all about delivering a high-quality customer experience. Be prepared to discuss how you've used service metrics to improve user experience in the past. Showing that you prioritise customer satisfaction will resonate well with them.
