Operations Support Team Leader -12 Month FTC

Portico is defined by our unique culture – One that rewards hard work and dedication, empowers people to grow, with the belief that work should be fun and engaging!

Our family is made up of many different people. We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in their careers.

Responsibilities

Lead, coach, and develop a team of 30+ team members; Support the Operations Manager in day-to-day operations; Monitor service delivery and ensure operational targets are met; Manage team rotas and staffing to cover operational hours (6am–6pm); Handle escalations and ensure issues are resolved 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

Requirements

Proven experience managing teams of 15+ employees; Background in operations, customer service, or reception environments; Strong knowledge of HR processes (performance management, conduct, absence); Ability to work flexibly across shifts between 6:00am – 6:00pm; 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

Nice to have

Experience supporting large teams (15+ people); Previous shift leadership or duty management experience; Experience with workforce planning or rota systems