Service Desk Team Lead - Holland & Barrett International Limited : Job Details

Join the Wellness Revolution at Holland & Barrett!

At Holland & Barrett, we're more than just a high-street retailer — we're one of the world's leading health and wellness brands. With over 150 years of heritage, we're passionate about helping people live healthier, happier lives. From vitamins to vegan foods, we're driven by purpose and powered by innovation. And we need brilliant people to help us keep it all running smoothly behind the scenes.

The Role

Lead the Team That Keeps Everything Moving

We're on the hunt for a Service DeskTeam Leader , who's ready to roll up their sleeves and make an impact — fast. You will work within our Technology team supporting both our store and corporate colleagues. If you love leading from the front, thrive in high-paced environments, and know how to turn good teams into great ones, let's talk.

What's the role?

This isn't just about managing — it's about shaping. You'll lead our frontline support team, the go-to crew for stores and colleagues who need help, now. You'll bring structure, energy, and a coaching mindset to drive performance and make sure every call counts.

What You'll Be Doing

• Leading, Coaching and motivating a team in a fast-paced contact environment, focused on call quality, speed and professionalism
• Driving performance against core KPIs — e.g., 80% of calls answered in 20 seconds, quality targets met or exceeded, and escalations handled correctly and quickly.
• Managing team routines: Huddles, 1:1s, feedback, coaching plans, and progress tracking.
• Raising the bar: challenging behaviours, coaching the right habits, and creating a culture of ownership and pride in the work.
• Making sure procedures and scripts are followed consistently, and that the team fully understands the “why” behind what they do.
• Spotting patterns in incoming issues and escalating major themes where necessary.
• Keeping documentation up to date and championing continuous improvement alongside your peers.

The Person

• Strong experience in contact centres, IT Service Desk,customer support or fast-paced operational teams.
• A natural leader with the confidence to step in, take charge, and guide a team through change.
• Proven experience in coaching, performance management and raising standards.
• Comfortable delivering feedback and setting clear expectations.
• Obsessed with process, quality, and doing things right — every time.
• Someone who brings energy, clarity, and a results-driven mindset.

Ready to take the lead and make an impact?Apply today and help us build a healthier world – one support call at a time.

Benefits

?? Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.

?? Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

?? Career progression

?? Pension company contribution - 3 & 5%

?? Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year. 

?? Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.

?? Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.

?? Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy. 

??�? We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.

?? Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.

?? We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

?? And many more!

The Company

• Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.
• Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.
• Join us and see how far you can go…