Operations Support Team Leader (12‑Month Fixed‑Term)

About the role

We are looking for an Operations Support Team Leader to lead, coach and develop a large team of over 30 members. You will work closely with the Operations Manager to ensure smooth day‑to‑day service delivery and maintain high operational standards.

Key responsibilities

• Lead, coach and develop a team of 30+ members.
• Support the Operations Manager in daily operational activities.
• Monitor service delivery and ensure operational targets are achieved.
• Manage team rotas and staffing to cover operational hours (6 am–6 pm).
• Handle escalations and resolve issues effectively.
• Drive performance through regular 1:1s, feedback and reviews.
• Manage employee relations with HR support (absence, conduct, performance).
• Support onboarding, training and ongoing development of team members.

Required profile

• Proven experience managing teams of 15+ employees.
• Background in operations, customer service or reception environments.
• Strong knowledge of HR processes such as performance management, conduct and absence.
• Ability to work flexibly across shifts between 6 am and 6 pm.
• Confident leader with strong communication and coaching skills.
• Highly organised with the ability to manage competing priorities.
• Comfortable working in a fast‑paced, high‑volume environment.

Required skills

What we offer

• Excellent holiday allowance and enhanced annual leave.
• Pension contributions and life insurance.
• Recommend‑a‑Friend bonus scheme and thank‑you voucher scheme.
• 24‑hour personal helpline for counselling and information services.
• Access to Choices discounts platform.
• Training Academy with development opportunities.