Vintage.com
Leeds, Yorkshire
German Cx Team Lead Department: Customer Experience Employment Type: Full Time Location: Trimble Offices, Morley Description About the role: As a Team Leader - German Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment. Getting Started Learn our tone of voice, systems, and customer service processes. Shadow experienced colleagues to understand customer journeys, workflows, and best practices. Gain confidence leading a team and handling escalated customer interactions. Establishing Your Impact Independently manage team performance and operational workflows with professionalism and accuracy. Resolve escalated queries fairly and efficiently, setting a high standard for your team. Coach and mentor team members to achieve high-quality service and KPIs. Build trust with colleagues and customers through clear, timely, and accurate communication. Driving Excellence Take ownership of team performance, KPIs, and service outcomes. Continuously identify and implement improvements in workflows, training, and customer service processes. Foster a high-performing, engaged, and motivated team culture. Key Responsibilities Key Goals & Objectives: Lead a German-speaking team to deliver exceptional customer service across all channels. Resolve escalated complaints and complex queries effectively and empathetically. Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction. Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey. Develop, coach, and support team members to reach their full potential. Key Responsibilities: Lead, motivate, and coach a team of German-speaking support agents. Manage team performance, SLAs, KPIs, and adherence to policies. Oversee scheduling, workloads, and team workstreams. Handle complex or escalated customer interactions efficiently. Support recruitment, onboarding, and development of new team members. Collaborate with internal teams to ensure smooth handovers and aligned customer support. Promote team engagement, wellbeing, and continuous improvement initiatives. Skills, Knowledge and Expertise Fluency in German (written and spoken). Minimum 1 year of leadership experience in a customer-facing or support environment. Strong customer service focus and ability to manage escalated complaints. Proven ability to coach, mentor, and develop diverse teams. Knowledge of HR policies and procedures. Data-driven, with excellent attention to detail. Resilient, adaptable, and positive attitude. Strong technology and system skills. Ability to consistently meet KPIs, objectives, and SLAs. Desirable Skills & Experience: Experience in sales-driven support teams with high-value targets. Familiarity with CRM systems. Experience managing inbound and outbound operations.
German Cx Team Lead Department: Customer Experience Employment Type: Full Time Location: Trimble Offices, Morley Description About the role: As a Team Leader - German Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment. Getting Started Learn our tone of voice, systems, and customer service processes. Shadow experienced colleagues to understand customer journeys, workflows, and best practices. Gain confidence leading a team and handling escalated customer interactions. Establishing Your Impact Independently manage team performance and operational workflows with professionalism and accuracy. Resolve escalated queries fairly and efficiently, setting a high standard for your team. Coach and mentor team members to achieve high-quality service and KPIs. Build trust with colleagues and customers through clear, timely, and accurate communication. Driving Excellence Take ownership of team performance, KPIs, and service outcomes. Continuously identify and implement improvements in workflows, training, and customer service processes. Foster a high-performing, engaged, and motivated team culture. Key Responsibilities Key Goals & Objectives: Lead a German-speaking team to deliver exceptional customer service across all channels. Resolve escalated complaints and complex queries effectively and empathetically. Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction. Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey. Develop, coach, and support team members to reach their full potential. Key Responsibilities: Lead, motivate, and coach a team of German-speaking support agents. Manage team performance, SLAs, KPIs, and adherence to policies. Oversee scheduling, workloads, and team workstreams. Handle complex or escalated customer interactions efficiently. Support recruitment, onboarding, and development of new team members. Collaborate with internal teams to ensure smooth handovers and aligned customer support. Promote team engagement, wellbeing, and continuous improvement initiatives. Skills, Knowledge and Expertise Fluency in German (written and spoken). Minimum 1 year of leadership experience in a customer-facing or support environment. Strong customer service focus and ability to manage escalated complaints. Proven ability to coach, mentor, and develop diverse teams. Knowledge of HR policies and procedures. Data-driven, with excellent attention to detail. Resilient, adaptable, and positive attitude. Strong technology and system skills. Ability to consistently meet KPIs, objectives, and SLAs. Desirable Skills & Experience: Experience in sales-driven support teams with high-value targets. Familiarity with CRM systems. Experience managing inbound and outbound operations.
Vintage.com
Leeds, Yorkshire
IT Support Technician Department: Information Technology Employment Type: Full Time Location: Trimble Offices, Morley Compensation: £28,000 - £33,000 / year Description About the team At Vintage Cash Cow, technology powers every part of the customer journey from customers sending in items to getting paid quickly and securely. Our IT team enables the entire business to operate smoothly by providing reliable systems, secure infrastructure, and responsive support. We ensure colleagues across operations, warehouse, and office teams have the technology they need to do their best work. About the role We're looking for an IT Technician to provide hands on technical support across the business. Reporting to the Head of IT, you'll be responsible for resolving support requests, maintaining devices and systems, and ensuring colleagues have a seamless IT experience. This role combines 1st and 2nd line support, device and user management, and operational technology support within our warehouse environment. You will play a key role in keeping our warehouse running smoothly by setting up and maintaining workstations, printers, barcode scanners, handheld devices, and other critical hardware. You'll work closely with teams across the business and contribute to improving IT processes, documentation, and systems as the company grows. This role is based in Leeds, with occasional travel to European locations. The position requires flexibility to work shifts between 6am and 10pm, including out of hours support as needed. Key Responsibilities Acting as the first point of contact for IT support requests across office, warehouse, and remote teams Troubleshooting hardware, software, and network issues across all sites Setting up and managing user accounts, laptops, Chromebooks, and mobile devices Providing IT support for remote workers and hybrid teams Managing onboarding and offboarding IT setup for employees, including account creation and device imaging Deploying, configuring, and maintaining hardware across the business Setting up and supporting warehouse workstations, printers, barcode scanners, handheld mobile computers, and peripheral devices Configuring and testing network drops, Wi Fi access points, and cabling in warehouse environments Supporting AV and video conferencing equipment in meeting rooms Getting Started Learn our IT systems, infrastructure, tools, and support processes Become the first point of contact for IT support requests Manage user accounts and access across Google Workspace and Microsoft 365 Build relationships across operations, warehouse, and office teams to understand how technology supports their work Contribute to the IT knowledge base and documentation Review the hardware asset register and identify any gaps or outdated entries Familiarise yourself with warehouse hardware including label printers, scanners, and handheld devices Deliver high quality support that consistently meets SLA targets Own incident management and help reduce recurring issues through root cause analysis Build working relationships with key vendors to understand SLA commitments, know how to raise priority cases, and track open tickets through to resolution Lead onboarding and offboarding processes including device setup, imaging, and secure disposal Support remote workers and remote access solutions Take ownership of warehouse hardware maintenance schedules and break fix support Improve documentation and self service resources for common issues Identify opportunities to improve the IT experience across the business Support system rollouts and IT infrastructure projects Lead IT inductions and digital literacy support for new starters Monitor system performance trends and proactively highlight areas for improvement Begin automating routine IT tasks through scripting or process improvements Champion data protection and GDPR compliance across all sites Skills, Knowledge and Expertise 2-4 years' experience in IT support (1st or 2nd line) Experience administering Google Workspace at admin level Familiarity with Microsoft 365 for day to day user support Experience managing user accounts, access permissions, and MDM policies Ability to troubleshoot network connectivity issues across wired and wireless environments Experience supporting laptops, desktops, and mobile devices across Windows and ChromeOS environments Working knowledge of ITSM ticketing systems (e.g. Jira Service Management) Experience supporting AV and video conferencing equipment Strong communication skills and a customer first mindset Ability to work independently and manage multiple priorities in a fast paced environment Willingness to work shifts between 6am and 10pm and provide out of hours support as required Experience working in a logistics, warehousing, or e commerce environment Relevant certifications such as ITIL Foundation Valid driving licence (desirable - for travel between European sites)
IT Support Technician Department: Information Technology Employment Type: Full Time Location: Trimble Offices, Morley Compensation: £28,000 - £33,000 / year Description About the team At Vintage Cash Cow, technology powers every part of the customer journey from customers sending in items to getting paid quickly and securely. Our IT team enables the entire business to operate smoothly by providing reliable systems, secure infrastructure, and responsive support. We ensure colleagues across operations, warehouse, and office teams have the technology they need to do their best work. About the role We're looking for an IT Technician to provide hands on technical support across the business. Reporting to the Head of IT, you'll be responsible for resolving support requests, maintaining devices and systems, and ensuring colleagues have a seamless IT experience. This role combines 1st and 2nd line support, device and user management, and operational technology support within our warehouse environment. You will play a key role in keeping our warehouse running smoothly by setting up and maintaining workstations, printers, barcode scanners, handheld devices, and other critical hardware. You'll work closely with teams across the business and contribute to improving IT processes, documentation, and systems as the company grows. This role is based in Leeds, with occasional travel to European locations. The position requires flexibility to work shifts between 6am and 10pm, including out of hours support as needed. Key Responsibilities Acting as the first point of contact for IT support requests across office, warehouse, and remote teams Troubleshooting hardware, software, and network issues across all sites Setting up and managing user accounts, laptops, Chromebooks, and mobile devices Providing IT support for remote workers and hybrid teams Managing onboarding and offboarding IT setup for employees, including account creation and device imaging Deploying, configuring, and maintaining hardware across the business Setting up and supporting warehouse workstations, printers, barcode scanners, handheld mobile computers, and peripheral devices Configuring and testing network drops, Wi Fi access points, and cabling in warehouse environments Supporting AV and video conferencing equipment in meeting rooms Getting Started Learn our IT systems, infrastructure, tools, and support processes Become the first point of contact for IT support requests Manage user accounts and access across Google Workspace and Microsoft 365 Build relationships across operations, warehouse, and office teams to understand how technology supports their work Contribute to the IT knowledge base and documentation Review the hardware asset register and identify any gaps or outdated entries Familiarise yourself with warehouse hardware including label printers, scanners, and handheld devices Deliver high quality support that consistently meets SLA targets Own incident management and help reduce recurring issues through root cause analysis Build working relationships with key vendors to understand SLA commitments, know how to raise priority cases, and track open tickets through to resolution Lead onboarding and offboarding processes including device setup, imaging, and secure disposal Support remote workers and remote access solutions Take ownership of warehouse hardware maintenance schedules and break fix support Improve documentation and self service resources for common issues Identify opportunities to improve the IT experience across the business Support system rollouts and IT infrastructure projects Lead IT inductions and digital literacy support for new starters Monitor system performance trends and proactively highlight areas for improvement Begin automating routine IT tasks through scripting or process improvements Champion data protection and GDPR compliance across all sites Skills, Knowledge and Expertise 2-4 years' experience in IT support (1st or 2nd line) Experience administering Google Workspace at admin level Familiarity with Microsoft 365 for day to day user support Experience managing user accounts, access permissions, and MDM policies Ability to troubleshoot network connectivity issues across wired and wireless environments Experience supporting laptops, desktops, and mobile devices across Windows and ChromeOS environments Working knowledge of ITSM ticketing systems (e.g. Jira Service Management) Experience supporting AV and video conferencing equipment Strong communication skills and a customer first mindset Ability to work independently and manage multiple priorities in a fast paced environment Willingness to work shifts between 6am and 10pm and provide out of hours support as required Experience working in a logistics, warehousing, or e commerce environment Relevant certifications such as ITIL Foundation Valid driving licence (desirable - for travel between European sites)
Vintage.com
Leeds, Yorkshire
Head of IT Department: Information Technology Employment Type: Full Time Location: Trimble Offices, Morley Description About the team At Vintage Cash Cow and Arcavindi, technology is how we scale our impact. Every customer journey, from sending in pre loved items to getting paid, is powered by reliable infrastructure, seamless systems, and responsive support. Our IT team is the backbone of this operation. They make sure our people have the tools, systems, and support they need to do their best work every day. From managing infrastructure and devices to keeping our environment secure and efficient, IT enables every team across the business to thrive. This is a team where service excellence meets operational rigour, blending proactive problem solving, deep technical expertise, and a people first mindset to deliver an IT experience that feels seamless, reliable, and empowering. About the role We're looking for a Head of IT to lead and evolve our IT operations across the UK and EU. Reporting into the Director of Technology & Product, you'll take ownership of our IT infrastructure, support services, and the teams that deliver them. This is a senior leadership role focused on operational excellence, team development, and ensuring our IT environment scales smoothly with the business. You'll oversee IT Managers and support teams across multiple locations, driving consistency, efficiency, and a culture of outstanding service. If you're a hands on IT leader who enjoys building high performing teams, simplifying complexity, and delivering reliable, secure infrastructure, you'll feel right at home here. This role will require time at our Leeds office, travel to our European location (and other international sites as we scale), and some out of hours support when needed. Getting Started Get to know our IT landscape, infrastructure, assets, and support operations. Build strong relationships with IT teams across locations and support hiring where needed. Review current systems, hardware estate, and service levels to identify quick wins. Carry out a full review of IT asset inventory, lifecycle status, and management processes. Understand business needs and establish yourself as a trusted partner to stakeholders. Review vendor relationships, contracts, and existing technology investments. Establishing Your Impact Take ownership of IT operations, infrastructure, assets, and support delivery across all locations. Standardise processes and service levels to ensure consistency across UK and EU teams. Embed robust asset management practices with full visibility across hardware and software. Own and manage the IT budget, optimising spend while clearly demonstrating value. Strengthen our security posture and ensure compliance with relevant regulations and frameworks. Build strong, collaborative partnerships with key vendors and service providers. Driving Excellence Lead the IT function with a clear vision for operational excellence and continuous improvement. Champion a culture of service excellence, accountability, and proactive problem solving. Mentor and develop IT Managers and support teams, building a high performing, engaged function. Drive strategic IT initiatives that improve productivity, security, and user experience. Optimise hardware refresh cycles and procurement to maximise value and minimise disruption. Stay ahead of emerging IT trends, assessing tools and technologies that could benefit the business. Key Goals & Objectives Deliver reliable, secure, and scalable IT infrastructure that supports business growth. Provide outstanding IT support with clear SLAs and consistently high user satisfaction. Maintain accurate, up to date asset inventories with full lifecycle management across all locations. Build and lead a cohesive, high performing IT team across the UK and EU. Strengthen our security posture, protecting the business against cyber threats and vulnerabilities. Ensure compliance with data protection regulations, including GDPR. Maintain and advance compliance with frameworks such as ISO 27001, Cyber Essentials, and ITIL. Develop and maintain disaster recovery and business continuity plans to minimise downtime. Continuously improve IT operations through automation, modern tooling, and best practice. Key Responsibilities IT Operations & Infrastructure Oversee the design, delivery, and maintenance of IT infrastructure across all locations. Ensure high availability, performance, and security of networks, systems, and end user devices. Own disaster recovery and business continuity planning for IT systems. Support both office and warehouse IT environments, including connectivity and operational technology. Asset & Hardware Management Own the full lifecycle of IT assets: procurement, deployment, tracking, maintenance, and disposal. Maintain accurate asset registers and inventory systems across all locations. Define and enforce hardware standards for laptops, desktops, mobiles, and peripherals. Ensure DSE compliance and support workstation assessments where required. Lead hardware refresh programmes to minimise downtime and disruption. Oversee secure, compliant disposal and recycling of end of life equipment. Manage supplier relationships, procurement, leasing agreements, and contracts. Ensure all assets are auditable and compliant for financial and regulatory reporting. Own endpoint management and MDM solutions. IT Support & Service Delivery Lead IT support teams to deliver responsive, high quality service to all users. Set and monitor SLAs, OKRs, and user satisfaction metrics. Implement and continually improve IT service management processes and tooling. Embed ITIL best practices across incident, problem, and change management. Oversee onboarding and offboarding processes, ensuring timely provisioning and equipment returns. Team Leadership & Growth Line manage IT Managers across the UK and EU, providing coaching and clear direction. Build a collaborative, service oriented culture across distributed teams. Recruit, develop, and retain top IT talent. Encourage knowledge sharing, continuous learning, and succession planning. Security & Compliance Ensure IT security controls align with recognised frameworks (ISO 27001, Cyber Essentials, NIST). Own or support IT audits and certification processes. Ensure compliance with data protection and licensing requirements. Support health & safety compliance, including DSE standards. Promote security awareness and a strong security first culture. Coordinate security incident response and remediation. Vendor & Budget Management Manage IT vendors, suppliers, and service providers. Negotiate contracts and ensure value for money. Own IT procurement and budget management. Evaluate and recommend new tools, technologies, and equipment. Stakeholder Engagement Partner with leaders across the business to understand needs and priorities. Communicate IT initiatives, changes, and performance clearly. Report regularly to the Director of Technology & Product on risks, performance, and opportunities. Essential Skills & Experience Proven experience leading IT operations and support teams across multiple locations. Strong knowledge of IT infrastructure, networks, cloud services, and end user computing. Hands on experience with IT asset management and lifecycle processes. Experience managing IT budgets, vendors, and contracts. Strong understanding of IT security frameworks (ISO 27001, Cyber Essentials, NIST). Experience supporting audits and certification processes. Familiarity with Google Workspace, Azure, AWS and endpoint management / MDM solutions. Design, implement, and manage network infrastructure including VLAN segmentation to ensure secure, efficient, and scalable connectivity across the organisation. Manage and maintain WiFi and WAN infrastructure, including HP/Aruba networking equipment, to ensure reliable connectivity and optimal performance across all sites. Configure, monitor, and maintain WatchGuard firewalls to ensure network security, threat prevention, and compliance with organisational security policies. Manage and maintain CCTV systems and surveillance infrastructure, ensuring reliable operation, adequate coverage, and secure storage of footage. Familiarity with endpoint management and MDM tools. Confident leader with experience managing and developing managers. Comfortable working in a fast paced, scaling environment. Willingness to travel and provide out of hours support when required.
Head of IT Department: Information Technology Employment Type: Full Time Location: Trimble Offices, Morley Description About the team At Vintage Cash Cow and Arcavindi, technology is how we scale our impact. Every customer journey, from sending in pre loved items to getting paid, is powered by reliable infrastructure, seamless systems, and responsive support. Our IT team is the backbone of this operation. They make sure our people have the tools, systems, and support they need to do their best work every day. From managing infrastructure and devices to keeping our environment secure and efficient, IT enables every team across the business to thrive. This is a team where service excellence meets operational rigour, blending proactive problem solving, deep technical expertise, and a people first mindset to deliver an IT experience that feels seamless, reliable, and empowering. About the role We're looking for a Head of IT to lead and evolve our IT operations across the UK and EU. Reporting into the Director of Technology & Product, you'll take ownership of our IT infrastructure, support services, and the teams that deliver them. This is a senior leadership role focused on operational excellence, team development, and ensuring our IT environment scales smoothly with the business. You'll oversee IT Managers and support teams across multiple locations, driving consistency, efficiency, and a culture of outstanding service. If you're a hands on IT leader who enjoys building high performing teams, simplifying complexity, and delivering reliable, secure infrastructure, you'll feel right at home here. This role will require time at our Leeds office, travel to our European location (and other international sites as we scale), and some out of hours support when needed. Getting Started Get to know our IT landscape, infrastructure, assets, and support operations. Build strong relationships with IT teams across locations and support hiring where needed. Review current systems, hardware estate, and service levels to identify quick wins. Carry out a full review of IT asset inventory, lifecycle status, and management processes. Understand business needs and establish yourself as a trusted partner to stakeholders. Review vendor relationships, contracts, and existing technology investments. Establishing Your Impact Take ownership of IT operations, infrastructure, assets, and support delivery across all locations. Standardise processes and service levels to ensure consistency across UK and EU teams. Embed robust asset management practices with full visibility across hardware and software. Own and manage the IT budget, optimising spend while clearly demonstrating value. Strengthen our security posture and ensure compliance with relevant regulations and frameworks. Build strong, collaborative partnerships with key vendors and service providers. Driving Excellence Lead the IT function with a clear vision for operational excellence and continuous improvement. Champion a culture of service excellence, accountability, and proactive problem solving. Mentor and develop IT Managers and support teams, building a high performing, engaged function. Drive strategic IT initiatives that improve productivity, security, and user experience. Optimise hardware refresh cycles and procurement to maximise value and minimise disruption. Stay ahead of emerging IT trends, assessing tools and technologies that could benefit the business. Key Goals & Objectives Deliver reliable, secure, and scalable IT infrastructure that supports business growth. Provide outstanding IT support with clear SLAs and consistently high user satisfaction. Maintain accurate, up to date asset inventories with full lifecycle management across all locations. Build and lead a cohesive, high performing IT team across the UK and EU. Strengthen our security posture, protecting the business against cyber threats and vulnerabilities. Ensure compliance with data protection regulations, including GDPR. Maintain and advance compliance with frameworks such as ISO 27001, Cyber Essentials, and ITIL. Develop and maintain disaster recovery and business continuity plans to minimise downtime. Continuously improve IT operations through automation, modern tooling, and best practice. Key Responsibilities IT Operations & Infrastructure Oversee the design, delivery, and maintenance of IT infrastructure across all locations. Ensure high availability, performance, and security of networks, systems, and end user devices. Own disaster recovery and business continuity planning for IT systems. Support both office and warehouse IT environments, including connectivity and operational technology. Asset & Hardware Management Own the full lifecycle of IT assets: procurement, deployment, tracking, maintenance, and disposal. Maintain accurate asset registers and inventory systems across all locations. Define and enforce hardware standards for laptops, desktops, mobiles, and peripherals. Ensure DSE compliance and support workstation assessments where required. Lead hardware refresh programmes to minimise downtime and disruption. Oversee secure, compliant disposal and recycling of end of life equipment. Manage supplier relationships, procurement, leasing agreements, and contracts. Ensure all assets are auditable and compliant for financial and regulatory reporting. Own endpoint management and MDM solutions. IT Support & Service Delivery Lead IT support teams to deliver responsive, high quality service to all users. Set and monitor SLAs, OKRs, and user satisfaction metrics. Implement and continually improve IT service management processes and tooling. Embed ITIL best practices across incident, problem, and change management. Oversee onboarding and offboarding processes, ensuring timely provisioning and equipment returns. Team Leadership & Growth Line manage IT Managers across the UK and EU, providing coaching and clear direction. Build a collaborative, service oriented culture across distributed teams. Recruit, develop, and retain top IT talent. Encourage knowledge sharing, continuous learning, and succession planning. Security & Compliance Ensure IT security controls align with recognised frameworks (ISO 27001, Cyber Essentials, NIST). Own or support IT audits and certification processes. Ensure compliance with data protection and licensing requirements. Support health & safety compliance, including DSE standards. Promote security awareness and a strong security first culture. Coordinate security incident response and remediation. Vendor & Budget Management Manage IT vendors, suppliers, and service providers. Negotiate contracts and ensure value for money. Own IT procurement and budget management. Evaluate and recommend new tools, technologies, and equipment. Stakeholder Engagement Partner with leaders across the business to understand needs and priorities. Communicate IT initiatives, changes, and performance clearly. Report regularly to the Director of Technology & Product on risks, performance, and opportunities. Essential Skills & Experience Proven experience leading IT operations and support teams across multiple locations. Strong knowledge of IT infrastructure, networks, cloud services, and end user computing. Hands on experience with IT asset management and lifecycle processes. Experience managing IT budgets, vendors, and contracts. Strong understanding of IT security frameworks (ISO 27001, Cyber Essentials, NIST). Experience supporting audits and certification processes. Familiarity with Google Workspace, Azure, AWS and endpoint management / MDM solutions. Design, implement, and manage network infrastructure including VLAN segmentation to ensure secure, efficient, and scalable connectivity across the organisation. Manage and maintain WiFi and WAN infrastructure, including HP/Aruba networking equipment, to ensure reliable connectivity and optimal performance across all sites. Configure, monitor, and maintain WatchGuard firewalls to ensure network security, threat prevention, and compliance with organisational security policies. Manage and maintain CCTV systems and surveillance infrastructure, ensuring reliable operation, adequate coverage, and secure storage of footage. Familiarity with endpoint management and MDM tools. Confident leader with experience managing and developing managers. Comfortable working in a fast paced, scaling environment. Willingness to travel and provide out of hours support when required.