Tech Customer Service Desk Team Leader

At Specsavers, our purpose is simple but powerful: we change lives through better sight and hearing. We do that by delivering outstanding value, being loved by every customer, and creating a workplace where people feel proud to belong. As we grow, we’re looking for someone who’s passionate about people, service, and problem‑solving to help lead our Technology Customer Service Desk.

In this role, you’ll be right at the centre of how we support our colleagues & stores across the business. You’ll lead a team of customer service and technical specialists, working closely with third parties, internal teams, and business owners to make sure incidents and requests are resolved quickly, accurately, and with care. You’ll encourage collaboration, champion the use of our growing knowledge base, and help ensure a consistent experience for everyone who depends on us.You’ll also play a key part in driving our service performance, including maintaining a First Contact Fix Rate of 75%, keeping telephony and live chat response times below 30 seconds, ensuring our ServiceNow portal responses stay within an hour, and keeping abandoned contacts to under 5%.

Your day will be varied, people‑focused, and purpose-driven. You’ll support a team of Analysts with their daily work, development, and personal goals, while helping them stay up to date with any business or technology changes. You’ll also keep an eye on training needs through gap analysis and make sure the team’s shift patterns align with the service coverage we need.

Operationally, you’ll oversee how we handle inbound enquiries, manage outbound activity, and maintain strong Incident and Request Management standards. You’ll help guide change approvals, manage escalations when needed, and take ownership of new service introductions. At times, you’ll step into the Manager role, leading during major incidents and supporting the wider Technology Customer Service leadership when required.

To thrive here, you’ll bring genuine people‑management experience and the confidence to lead, develop, and inspire a high‑performing team. You’ll be comfortable running 1‑2‑1s and team briefings, communicating clearly at all levels, and balancing multiple priorities in a fast‑paced support environment. You’ll understand the importance of accurate reporting and be able to use MI to track performance against our SLAs and OLAs. Most importantly, you’ll be committed to continuous improvement — in processes, people, and yourself — and know how to help lower performers grow into strong contributors. If you can work well independently, stay calm under pressure, and enjoy being part of a capable, supportive team, you’ll fit right in. It would be even better if you have ITIL knowledge, experience working with complex IT environments, or familiarity with technologies such as Microsoft Windows, Linux, Cisco IP Telephony, and LAN/WAN networks. If you’ve previously demonstrated Specsavers’ values and behaviours, we’d love to hear about that too.

If you’re ready to take on a role that’s fast-moving, people-led, and central to how our colleagues get the support they need, then we’d love you to apply. Join us at Specsavers and help us deliver the kind of technology service that keeps our teams — and our customers — feeling confident, supported, and cared for.