Support Team Lead

In this role, you will be responsible for leading, motivating and developing our Support team to deliver high standards of customer service and operational performance. You will oversee day-to-day activities, drive team KPIs and ensure our support function operates efficiently, professionally and in line with business expectations.

This is a hands-on role where you will act as the first point of contact for your team, providing guidance, structure and feedback while building a positive, accountable and high-performing culture that reflects OAL's values.

What You'll Be Doing

• Lead, guide and support the team to achieve daily and weekly performance targets.
• Oversee resource planning, workloads and priorities to ensure effective coverage and smooth delivery of customer support across projects.
• Monitor key metrics such as response time, case closure rate, first-time fix rate and customer satisfaction.
• Oversee escalations, ensuring complex issues are managed effectively and resolved in collaboration with the appropriate teams
• Collaborate cross-functionally with Operations, Engineering and Commercial teams to improve support processes and enhance customer experience.
• Ensure accurate documentation of support cases, service reports and SOPs, and prepare clear performance and KPI reports for management review.
• Drive continuous improvement by analysing recurring issues, refining KPIs and service standards, and implementing enhancements to processes, tools and communication.
• Lead post-project or post-incident reviews, capturing lessons learned and sharing best practice across teams.
• Conduct regular one-to-ones and team meetings to review progress, performance and wellbeing.
• Identify training needs, support onboarding, and ensure the team is equipped with the skills and knowledge to adopt new technologies and deliver high-quality service
• Promote a positive, safe and accountable working environment aligned with OAL's core values.

Do you have experience in Supervising experience?, * Proven experience leading or supervising a customer support, service or operational team, ideally within a technical, engineering or service-led environment.

• Strong people leadership skills, with the ability to motivate, coach and develop individuals to improve performance and confidence.
• Experience managing team performance through KPIs, service levels and structured review processes.
• Confident handling escalations, with the judgement to prioritise issues and engage the right internal expertise when required.
• Commercial awareness and an understanding of the importance of service delivery in maintaining customer relationships.
• Strong organisational skills, with the ability to balance competing priorities and manage workloads effectively.
• Clear and professional communication skills, both written and verbal.
• Comfortable working cross-functionally and building collaborative relationships across departments.
• Proficient in Microsoft Office and CRM or service management systems (HubSpot experience advantageous but not essential).
• A proactive and solutions-focused approach, with a commitment to continuous improvement.

• Innovative Projects: Work on ground-breaking projects like our Carbon Trust net-zero initiative using robots to make food.
• Collaborative Culture: Thrive in a workplace that's all about teamwork, fun, and making an impact.
• Professional Growth: Stay ahead of technology trends with on-the-job training and professional development opportunities.

Why Join OAL?

At OAL, we are driven by innovation and teamwork. You'll be part of a supportive environment where your ideas are valued, and your work makes a real impact. We encourage professional growth and continuous improvement - both in our systems and in our people.

About OAL

OAL helps food manufacturers automate. Based in Peterborough, we're an innovative family business providing automation and system integration services to the food industry. We are recognised as a market leader in digital transformation, label and date code verification, and robotic powder weighing.

As a growing SME, we offer great opportunities within a fast-paced and supportive environment. If you're a creative, organised marketer who's ready to take ownership and make an impact, apply today - we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: £35,000.00-£40,000.00 per year