Operational Services Team Leader

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

About Us

Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.

About the role

This exciting role is within Ocado’s Operational Services division and forms part of the Site Support Team.  While the role is focused on one specific site, 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 required to work collaboratively in a matrix environment of your peers, at times taking the lead role for specific initiatives.
You will be responsible for the OSS Support staff onsite at Erith and provide technical support to the Erith CFC. 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 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 quickly and efficiently.

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 encourage 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 the 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 in addition to essential criteria

• 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 

What we offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.
30 days ‘working from anywhere in the world’ policy 
Wellbeing support through dedicated apps and an Employee Assistance Programme 
25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
Pension scheme (various options available including employer contribution matching up to 7%)
Generous Private Medical Insurance (within the first month of joining!)
Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary) 
22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete) 
Train Ticket loan (interest-free)
Cycle to Work Scheme
Free shuttle bus to and from Hatfield Train Station to the Hatfield offices 
Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
Opportunity to participate in Sharesave and Buy as You Earn share schemes
15% discount on Ocado.com and free delivery for all employees (within the first month of joining!)