About the role
About us:
At Hive Support Services, we’re in the business of helping businesses - no matter their size or sector. From buzzing start-ups to industry giants, we roll up our sleeves and dive in to solve real-world challenges with energy and expertise. Whether it’s a full-scale business transformation, strategic consultancy, or just a bit of hands-on help to untangle a tricky problem, we’re the team making things run smoother. From IT and Finance, to HR and branding, we bring smart solutions with a human touch. Sound like your kind of hive?
The Role:
We are seeking a dedicated Team Leader to manage our Business Support team, which oversees our primary school online meal ordering systems.
This role has been created as a result of the expansion of ordering systems into new schools. You will be responsible for the day-to-day management of the Business Support Team.
What You’ll be Doing:
Service Delivery & Monitoring: Lead and schedule the Business Support Team to guarantee sufficient resource coverage for all incoming support channels (calls, emails, ticketing system), ensuring prompt resolution within SLAs.
Escalation Management: Act as the subject matter expert to resolve complex escalations, customer queries, and operational issues..
Core System Management: Maintain and manage school menus in the online ordering systems, ensuring accuracy, timely updates, and full alignment with the menu cycle and operations requirements.
Continuous Improvement: Document and standardise team procedures. Proactively identify and implement improvements to enhance team efficiency and develop the team’s reputation and scope across the business.
External Liaison: Coordinate system administration duties (e.g., access changes, end-of-year tasks). Partner with developers of the online ordering systems to efficiently raise faults and request feature enhancements.
This is a non-technical leadership role. All technical system issues are handled by the separate IT Support Team, with whom the Business Support Team maintains a close working relationship.
Essential Skills & Experience
Service & Communication: Strong customer service ethos with excellent face-to-face and phone communication skills. Proven ability to handle challenging customers and stakeholders professionally.
Problem Solving & Detail: Excellent problem-solving skills and keen attention to detail in all documentation and record-keeping.
Process Improvement: Ability to identify and help implement improvements to team procedures and systems.
Work Management: Flexible and able to manage workload effectively, quickly switching tasks to meet business needs, both independently and as part of the team.
Technical Proficiency: Confident user of Google Workspace and Microsoft Office.
Desirable Skills & Experience
Experience in leading or supervising a team.
Familiarity with Service Desk software.
Understanding of personal information confidentiality requirements (GDPR).
Please note, we expect all staff to share our commitment to safeguarding and promoting the welfare of children/young people, so an enhanced DBS disclosure will be sought by the company
The Perks:
25 days holiday + 8 Bank Holidays
Buy or sell holiday scheme (because flexibility matters)
Your birthday off — yes, really!
Life insurance, private medical, and amazing high street discounts
A competitive salary and pension scheme
Fantastic learning and development support — including the chance to gain qualifications
Apply now and bring your skills to the hive!