Technical Support Team Lead
Paris, Region Parisienne 91, France
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As a CFC (Customer Fulfillment Center) TSS (Technical Support Services) Team Lead , you will report directly to the TSS Management and will be responsible for onsite TSS staff.

You will spend your days providing technical support primarily for the user base at our warehouse in Fleury, delivering a 1st class customer service, focusing on customer satisfaction, managing customer expectations, ensuring timely ticket progression and supervising team operations and tasks.

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.

Supporting an operational warehouse may include activities such as working at height, so you need to be comfortable with this.

To keep up to date with your daily tasks, you will use a ticket logging system and other tools to manage the team's workload.

  • You will also work closely with the TSS Services team to assist with the delivery of various projects and services as well as coordinating your own teams tasks.
  • You will be responsible for 1-2-1 meetings with CFC Support Specialist staff within your team. You will also manage holiday & sickness along with other staff related matters in conjunction with the TSS Management.

    The role is Monday to Friday over a 40Hr week. Working hours can be flexible as agreed with your line manager and inline with role requirements and company policy.

    You may be asked to perform tasks as required by management deemed as a reasonable request.

    As our TSS CFC Support Supervisor, your day-to-day responsibilities could include :

  • 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.
  • 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
  • Engaging effectively in incident management with the business.
  • Taking pride in the working environment and services provided. Organising and managing the environment
  • What We Would Like To See :

  • Proven ability to provide excellent customer service with good communication skills.
  • Strong ability to engage with the business at all levels to provide technical updates and engage with technical requests
  • Drive and manage workloads, mentoring and assisting others.
  • Able to create and manage clear written reports and documentation.
  • Proven strong work ethic, identifying, pursuing and prioritising outstanding work.
  • Ability to work alone and drive work forwards demonstrating trust and autonomy.
  • Proven ability to engage effectively in major incident management with the business.
  • A can-do attitude and a willingness to learn with a keen interest Passion for IT.
  • Strong & proven ability to work well with other team members, management and customers with a desire to help and progress.
  • Two years experience in a technical support capacity.
  • Experience with mentoring and supervising staff an advantage
  • Knowledge of Windows 7 / 8 / 10, MAC OS X, Android, iOS, technical hardware, networks
  • Microsoft certification or equivalent (i.e. MCITP, ITIL, etc.) desirable but not essential.
  • Full EU Driving License.
  • What we can 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.

    Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, train season ticket loan (interest-free), free shuttle bus from Hatfield train station and of course, healthy Ocado retail staff discounts.

    Due to the energising nature of Ocado's business, vacancy close dates, when stated, are indicative and may be subject to change so please apply as soon as possible to avoid disappointment.

    Please note : If you have applied and been rejected for this role in the last 6 months, or applied and been rejected for a role with a similar skill set, we will not re-evaluate you for this position.

    After 6 months, we will treat your application as a new one.

    Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity above gender, sexual orientation, race, nationality, ethnicity, religion, age, disability or union participation.

    We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally.

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