Service Delivery Team Leader (Installation Apprenticeship)

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.

Please note: We are open to considering applications from those who live in the Midlands area, as this role will involve remote working, with travel to the office in Northampton.

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?