Team Leader

About Us

Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.

From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.

This role reports to the Assistant Manager - TPI

Years of Experience- Minimum of 2+ years of Team Lead experience in a Tech Operations, Integrations, or Delivery role. We have an exciting opportunity for an extremely self-motivated, enthusiastic and driven Team Leader.

You will be a People Person, with a passion for coaching and developing your Team focusing on genuine operational excellence in every interaction.

Required Skills

The candidate should have the below skill sets,

• Have excellent communication skills in both written and spoken English.
• Proven Team leadership experience in a contact centre, tech operations, or integrations team.
• Strong coaching, mentoring, and interpersonal skills, with a focus on developing others.
• Ability to analyse performance data and translate it into clear coaching actions.
• Experienced in managing hybrid operational workflows (e.g. third-party APIs, delivery logistics platforms, email).
• Comfortable with CRM systems, service dashboards, and reporting tools.
• Resilient, adaptable, and solutions-focused under pressure.
• Desirable- Knowledge of LEAN, Six Sigma. Familiarity with Zoho and integration middleware.
• Should be flexible with Rotational Shifts - rotational week offs.
  
  

• People Management- Leadership- Lead with empathy, ensuring each team member feels supported, included, and heard.
• Build strong, transparent relationships through regular 1-1s, honest feedback, and open dialogue.
• Identify development needs and provide coaching tailored to individual learning styles.
• Manage wellbeing proactively, creating a positive and engaging team environment.
• Handle performance issues with compassion and structure, supporting improvement rather than blame.
• Operational Oversight- Oversee daily operations, including shift readiness, team productivity, and real-time service delivery.
• Manage escalations professionally, supporting both integration partners and team members through resolution.
• Ensure agents understand and are aligned with SOPs, workflows, and client expectations.
• Work cross-functionally to remove blockers, streamline processes, and improve service outcomes.
• Performance Quality Management- Monitor key performance indicators including SLAs, integration success rates, QA scores, and adherence metrics.
• Use coaching to reinforce excellent behaviors and address development areas constructively.
• Deliver regular feedback in a timely, respectful, and meaningful way.
• Participate in calibration sessions to ensure fairness and alignment on quality standards.
• Continuous Improvement- Foster an environment of continuous learning, curiosity, and shared success.
• Recognize and celebrate both team and individual achievements.
• Actively involve the team in process reviews, encouraging suggestions for improvement.
• Support engagement initiatives including monthly incentives, team challenges, and service weeks