User Fulfilment Team Leader

6 days ago

Support Centre Lincoln, United Kingdom Lincolnshire Co-op Full time


Our colleagues in IT provide an efficient and dependable support service to all of our business areas. A crucial part of our support services, this team use their creative knowledge to design, develop and support systems and processes across all of our business areas.


We're now looking for a User Fulfilment Team Leader to help us continue delivering a reliable, efficient and user-focused service across all IT equipment, access and fulfilment processes.

As the User Fulfilment Team Leader, you'll lead the team responsible for ensuring the timely, secure and accurate delivery of IT equipment, services and user access across the organisation. You'll oversee fulfilment workflows, monitor performance and drive improvements that enhance efficiency, accuracy and the overall user experience. 

You'll guide team members through coaching and development, ensure fulfilment standards and processes are followed, and collaborate closely with colleagues across IT Operations, the Service Desk, Infrastructure, Cyber Security and Business Systems teams.

This role blends service operations, people leadership and process improvement — all with a clear focus on providing an exceptional support experience to our colleagues.



For further information about the position, please refer to the downloadable job description available on this page.

INDMP



About You

We're looking for someone with strong operational experience, a people-focused leadership style and a proactive approach. You'll need:

  • 3–5 years' experience in fulfilment, operations analysis, service delivery or customer operations roles.

  • Demonstrable team leadership experience within fulfilment or IT support environments.

  • Strong understanding of IT asset management, identity and access processes and lifecycle operations.

  • Ability to interpret and analyse fulfilment and performance data.

  • Knowledge of ITSM tools (e.g., ServiceNow, Ivanti, Freshservice).

  • Excellent organisational and communication skills.

  • Ability to coach and develop team members.

  • Strong problem-solving skills and a proactive mindset for process improvement.

    .
 

Benefits:

In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including:

  • 30 days annual leave (including bank holidays)
  • Pension scheme (with up to 12% employer contributions)
  • Generous colleague discount rates across our family of businesses
  • Annual discretionary colleague bonus to reward you for your hard work

We are an "Investors in People - Platinum" employer, meaning that we have been recognised as one of the country's top employers, offering progression opportunities to all our colleagues. We'll give you the opportunity to build the skills necessary to further progress your career and help to open up future opportunities, helping to shape your career for the better.



About Us

From a single store in 1861 we have grown to be one of the most successful co-operatives in the UK. We're proud to be able to offer a wide range of services from across our family of businesses. From Food Stores and Pharmacies to Post Offices and Support Services, we're a growing society made up of over 220 outlets and nearly 3,000 colleagues.

We're owned by our members, the people of Lincolnshire and surrounding counties, and have been for more than 160 years Communities are at the heart of everything we do and motivates us to deliver more than great customer service. We support them by sharing dividend with our members, investing in new and improved services, raising money for charity through our Community Champion scheme, supporting local schools and so much more

We work together as a Society and are committed to ensuring our recruitment process is barrier free and as inclusive as possible for everyone. If you need any adjustments, would like us to do anything differently during the interview or would like to get in touch with us about anything else, please contact our Recruitment team on , or alternatively you can email [email protected].

We may choose to close our vacancies in the event that we receive a high volume of suitable applications, so we encourage all candidates to apply as soon as possible.

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