Service Delivery Team Leader (Installation Apprenticeship)

Northampton, Northamptonshire

Excellent + bonus + benefits

  1. Permanent

9/28/2020 12:00:00 AM


More info

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

We are recruiting for a Service Delivery 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 Responsibilities:

  • Ensure 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?

  • Ideally a minimum of 12 months experience of supervising a service orientated within an Office Support environment.

  • A proven ability to communicate effectively at all levels across a variety of stakeholders.

  • Able to demonstrate a flexible approach in terms of personal style when dealing with complex scenarios.

  • Proactive and able to gain credibility quickly by dealing with ambiguity and short term decision making.

  • Experience using bespoke company computer systems and confident navigated integrated systems.

  • A proven ability to effectively supervise day-to-day operational issues for an operational team.

  • Demonstrate a team ethos and awareness of the impact of their role on the overall running of the Installations service.

  • High level of personal resilience and agility at all times.

  • Proven ability to coach colleagues in line with individual development plans and organisational needs.

  • Interest in own learning and development and desire to grow within the business.

  • Willingness to travel when required to attend meetings with apprentices, training providers, installers, suppliers or other members of the Installation Team.

  • Able to work from home when required by the business.

  • Some overnight stays may be required.

What can we offer you?

Wickes’ culture is a 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.

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