Apprenticeship Team Leader 12M FTC

Wickes are a digitally led, service enabled organisation with a project in every home.

Would you enjoy the pace and energy of a retail environment which is collaborative, fun and inclusive where people feel part of a winning team? Do you enjoy the benefits of working together in person as a team blended with the flexibility of remote working?

If the answer to all the above is ‘yes’ then look no further as Wickes is the place for you!

We are looking to recruit a Customer Service Team Leader to manage the day-to-day operational activities of the Installation Apprentices to ensure the effective delivery of the Apprenticeship Programme in line with the Apprenticeship Standard.

Key Accountabilities: 

• Ensure that all new apprentices have the necessary support and guidance in all aspects of their work 

• Maintain regular communication with our training providers to ensure that their expectations are met and that the apprentices meet their learning requirements 

• Manage both internal and external relationships with suppliers and other stakeholders Support with planning and project managing the delivery of the apprenticeship programme, ensuring this is delivered on time, to budget 

• Support with recruitment campaigns, apprentice inductions and all internal training requirements 

• Weekly monitoring of apprentice development against agreed SLAs to ensure that targets are achieved or exceeded 

• Ensure that the Installer profile is appropriate i.e. that apprentices are utilised 

effectively and that relevant on site training and development is being maintained in accordance with the Apprenticeship Standard 

• First point of contact for identifying, monitoring and recording the immediate 

operational management of issues such as holidays, performance, timekeeping and absence, in line with company procedures 

• To act as the next level of escalation for queries defined under the Apprenticeship Agreement and Apprenticeship Placement Contract 

•  Establish and maintain appropriate management information systems which deliver accurate learner records and high quality performance reports

• Provide information as appropriate to the Installation Director and Senior Management regarding on site activity and service performance, risks and impacts for the purpose of improved service delivery 

• Act as an ambassador in conjunction with the Quality Manager to support and drive our Legal and Health & Safety policies in line with company/department procedures and standards 

• Provide effective mentorship, advice and guidance to apprentices to ensure successful outcomes 

• Attend on site apprentice assessments as and when required inline with the Apprenticeship Standard 

• Support with other operational needs of the Central Operations Team as deemed necessary by the business 

What are we looking for:

• A minimum of 12 months experience of supervising a service orientated team within an Office Support environment

• Experience of working within a service orientated environment that offers apprenticeship programmes 

• Google related platforms e.g sheets, docs, slides, forms

• Interpersonal skills- able to build strong working relationships quickly

• Ability to lead, coach and mentor

• Ability to work collaboratively and carry out tasks effectively 

• Prioritise workload and determine appropriate course of action

What can we offer you:

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. 

We’ll also equip you with a benefits package that includes 

• Competitive bonus

• Save-as-you-earn scheme

• Contributory pension scheme

• Colleague discount 

• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. 

About Us: 

Wickes is a multi-channel retailer operating in the home improvement market.  With 40 years in industry, Wickes now generates revenue in excess of £1.3Bn across 230 stores delivered by 8,000+ colleagues.  

But it is the Wickes’ culture that is considered its best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.

Please note: All offers of employment are subject to DBS / background checks.