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Operational Services Team Lead

2 months ago

Erith, Greater London, United Kingdom Ocado Group Full time
About the Role

This exciting opportunity is within Ocado Group's Operational Services division and forms part of the Site Support Team. As a key member of the Site Support Leadership team, you will form part of a wider support structure that spans all operational sites both nationally and internationally.

You will be responsible for the OSS Support staff onsite and provide technical support to the Erith Customer Fulfilment Centre. Focusing on customer service, customer satisfaction, managing customer expectations, ensuring timely workload progression and supervising team operations.

You will liaise closely with other technology teams within Ocado Group to achieve the desired outcome and become a point of contact for IT issues, either handling them yourself or escalating to other IT Teams within Ocado Group quickly and efficiently.

Key Accountabilities
  • Providing excellent customer service with good communication skills.
  • Creating reports, documentation and communicating updates at all levels.
  • Mentoring and supervising staff
  • Staff work rotas, holidays, sickness and related tasks.
  • 121's, PDP's and actively encouraging staff development.
  • Creation of Team briefs to ensure good communication and distribution of business, divisional, departmental & team news, across all shifts.
  • Working well with other team members with a desire to help others.
  • Follow instructions effectively & efficiently
  • Incident & request management to meet customer expectations
  • Driving and managing workloads
  • Coordinating workloads to ensure effective delivery to meet or exceed expectations
  • Engaging effectively in incident management with the business.
  • Ensuring teams operations are running efficiently on a day to day basis
  • Taking pride in the working environment and services provided. Organising and managing the environment
About You
  • Able to engage with stakeholders at all levels to provide technical updates and engage with technical requests
  • Team Lead or Supervisory experience.
  • Experience in a technical support capacity and hardware support
  • A good understanding of computing configurations, ITIL, infrastructure and the OSI model.
  • Able to drive and progress a situation towards a timely resolution
Preferred Qualifications
  • ITIL qualification
  • Understanding of Agile Methodologies.
  • Technical qualifications in areas such as Hardware, Software & Networking
  • Able to engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirements
  • Ability to follow and create documentation, processes and procedures
  • Strong analytical and problem solving skills
  • Strong problem solving skills