At a Glance
- Tasks: Lead IT support services and manage operational performance across multiple business areas.
- Company: Join Holland & Barrett, a tech-driven company supporting millions daily.
- Benefits: Enjoy 33 days holiday, private medical insurance, and a generous employee discount.
- Other info: Hybrid working with excellent career development opportunities in a diverse environment.
- Why this job: Make a real impact by improving user experience and service reliability.
- Qualifications: Experience in IT support, strong analytical skills, and a customer-first mindset.
The predicted salary is between 40000 - 50000 £ per year.
At Holland & Barrett, technology plays a vital role in helping us support millions of customers and colleagues every day. From stores and warehouses to digital platforms and support functions, our IT Operations teams keep the business moving.
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 two days per week.
What you’ll be doing
- Leading the day‑to‑day delivery of IT support services across multiple business areas
- Managing workload allocation, resource planning and operational performance across the team
- Acting as a senior escalation point for complex technical issues and operational incidents
- Driving high‑quality incident and service request management from triage through to resolution
- Leading QA activity, coaching and mentoring to support colleague development and performance
- Owning and improving knowledge management processes, documentation and support materials
- Monitoring service metrics, analysing trends and identifying opportunities for improvement
- Supporting automation and self‑service initiatives to improve efficiency and user experience
- Building strong relationships with suppliers, vendors and internal stakeholders across the business
What you’ll bring
- Hands‑on experience in a Service Desk or IT support environment
- Strong understanding of Microsoft technologies, IT systems, software support and ITIL principles
- Experience managing triage, ticketing systems and multi‑channel support services
- Proven ability to deliver QA, coaching, mentoring and team development at both team and 1:1 level
- Confidence resolving technical issues and coordinating work allocation across support teams
- A customer‑first mindset with a focus on delivering high‑quality support experiences
- Experience creating and maintaining support documentation and knowledge resources
- A proactive approach to improving service reliability, user experience and operational performance
- Strong analytical skills, with experience using service metrics and trends to drive improvement
- Experience supporting major incidents and acting as an escalation point when required
- Ability to build strong relationships with suppliers, partners and internal stakeholders
- Experience supporting consistent service delivery across multiple sites, both remotely and on‑site
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 (2× 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
Inclusion & Accessibility statement
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. We welcome any adjustments or support during the recruitment process.
Service Operations Team Lead in Nuneaton employer: Holland & Barrett
Holland & Barrett is an exceptional employer that prioritises employee well-being and professional growth, offering a vibrant work culture in Nuneaton. With benefits like 33 days of holiday, private medical insurance, and a commitment to diversity and inclusion, we empower our team members to thrive both personally and professionally. Our hybrid working model fosters flexibility while ensuring strong collaboration and support within our IT Operations teams.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Team Lead in Nuneaton
✨Tip Number 1
Network like a pro! Reach out to current employees at Holland & Barrett on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by diving deep into their tech stack and recent projects. Show us that you’re not just another candidate; demonstrate your passion for IT support and how you can contribute to their mission.
✨Tip Number 3
Practice your problem-solving skills! Be ready to tackle some technical scenarios during the interview. We want to see how you think on your feet and resolve issues efficiently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Holland & Barrett.
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 is tailored to the Service Operations Team Lead role. Highlight your hands-on experience in IT support and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your experience aligns with our needs. Don’t forget to mention your customer-first mindset and your approach to improving service reliability.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to manage triage, ticketing systems, and team development. We love seeing quantifiable results, so if you improved service metrics, let us know!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Holland & Barrett
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft technologies and ITIL principles. Be ready to discuss your hands-on experience in a Service Desk or IT support environment, as well as any specific tools you've used for triage and ticketing systems.
✨Showcase Your Leadership Skills
As a Service Operations Team Lead, you'll need to demonstrate your ability to manage workload allocation and mentor your team. Prepare examples of how you've successfully led teams, resolved complex technical issues, and improved operational performance in previous roles.
✨Emphasise Customer-Centric Mindset
Holland & Barrett values a customer-first approach, so be ready to share instances where you've delivered high-quality support experiences. Highlight your proactive strategies for improving service reliability and user experience, as well as any successful automation initiatives you've been involved in.
✨Prepare for Scenario-Based Questions
Expect questions that assess your analytical skills and ability to handle major incidents. Think of specific situations where you've used service metrics to drive improvements or built strong relationships with suppliers and stakeholders. Practising these scenarios will help you articulate your thought process during the interview.
