Technical Services Team Leader

Company Background

The Barcode Warehouse is the UK's leading specialist provider of barcode technology, RFID, labelling and enterprise mobility solutions in the UK. The business is currently embarking on the company's biggest and most significant transformation. Already an incredibly successful company, The Barcode Warehouse is now raising the bar and firmly establishing itself as the leading technology and software solutions provider across many sectors through significant investment in systems, infrastructure, people and a brand new purpose-built Innovation and Customer Experience centre.

With a clear vision, significant investment and plans to grow product categories, services, solutions and expand firmly into new markets – there has never been a better time to join the team at The Barcode Warehouse.

If you are highly self-motivated, talented and up for the challenge of growing an already well-established business you'll be a welcome addition to the team

Job Summary

As a Technical Services Team Leader, you will be responsible for leading a team of approximately 20 fulfilment operatives and supervisors in a technical Managed Services environment. Your core responsibilities and deliverables are to ensure the delivery of high-quality customer service aligned with company values and operational goals. You will support the Operations Manager, contribute to service excellence, and play a key role in team development, HR processes, and performance management.

This role demands a proactive, structured, and empathetic leader who can balance operational oversight with people-focused leadership. While some responsibilities are currently supported by senior management, this role is designed to grow into full autonomy with the right development and support.

Key Responsibilities

Leadership & Team Management

• Lead, guide, and monitor your team to deliver consistent service aligned with SLAs and customer expectations.
• Set clear team goals and delegate tasks effectively.
• Conduct monthly 1:1s, performance reviews, and well-being check-ins.
• Promote a culture of inclusion, accountability, and continuous improvement.

HR & People Development

• Support HR duties including recruitment, onboarding, scheduling, appraisals, and disciplinaries.
• Design and implement personal development plans in collaboration with the Training Lead.
• Uphold company values and behaviours through coaching, feedback, and role modelling.

Operational Excellence

• Monitor team KPIs and ensure SLA compliance using tools like ServiceNow and the SLA dashboard.
• Handle customer escalations with ownership and resolution accountability.
• Participate in Duty Manager responsibilities and contribute to cross-functional service operations.
• Support onboarding of new contracts and process changes.

Strategic Contribution

• Attend internal meetings and represent the team when the Operations Manager is unavailable.
• Collaborate with other departments and external stakeholders to enhance customer experience.
• Identify service issues and contribute to solutions.
• Offer ideas for process improvement and innovation.

Skills & Competencies

• Time Management & Organisation
• Performance Metrics
• Critical Thinking & Problem Solving
• Decision Making
• Communication
• Leadership
• Innovation
• Collaboration
• Inclusion & Engagement
• Independent decision-making
• Strategic thinking
• Cross-functional collaboration
• Operational ownership

We are an equal opportunities employer and disability confident committed

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Newark-on-Trent NG24 2EG: reliably commute or plan to relocate before starting work (required)

Experience:

• people management: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person