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Team Leader

4 months ago

Stevenage, United Kingdom M Group Services Full time

We are looking to offer a **Team Leader **the opportunity to join our expanding **TrainWithUs Team **on a **Remote basis. **This role will be due to start in April 2023

As a **Team Leader **you will be a part of our commitment to deliver what we promise for our clients, within the leading essential infrastructure services provider operating within the UK & Ireland.

Does this sound like a role for you? Read more

**About M Group Services and your team**

M Group Services is a trusted employer to more than 10,500 people in the UK and Ireland. Operating across 21 businesses in 240 locations, we provide specialist infrastructure services in the water, energy, transport and telecommunications sectors.

We work in a fast-paced environment and our business is constantly growing and evolving. Our central support team, based at Head Office, has grown rapidly and provides support across our Group and divisions to deliver to our people, our clients and their customers.

As a Group we recognise that engaging and empowering our people to deliver and grow is pivotal to driving our business and achieving continued success. We are committed to creating an environment in which our people feel valued, supported and fulfilled.

TrainWithUs is a remote shared service team for compliance training that operates across all divisions within M Group Services. We specialise in maintaining key learning management systems for the Group and arranging any training and development needs required for our contracts. We are a growing team that is committed to developing and furthering our employees in their careers

**Who you are?**

As a Team Leader, you will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum. You should create a cohesive team that works efficiently together to maximise the performance of the shared service centre.

Do you like a challenge? Are you keen to develop your skills and enjoy finding solutions? If you want to make a difference working within a supportive team environment, we would be pleased to hear from you.

**As the Team Leader, you’ll get the opportunity to**:

- Manage and support your team to deliver against key SLAs and departmental KPIs set
- Ensure customer service standards remain high and continually looking for ways to improve
- Coach direct reports on performance
- Performance and management of team - 1-2-1's, appraisals, and performance reviews
- Empower team members with skills to improve their confidence, product knowledge, and communication skills.
- Develop and implement a timeline to achieve targets
- Delegate tasks to team members
- Support with recruitment activity when needed to help to choose the best talent to join our team
- Setting team rotas, managing absences, and coordinating holiday leave
- Acting as escalation point for complex customer/client queries/issues/complaints
- Identify service and process improvement opportunities to support continuous improvement within the team
- Report on team performance to the TrainWithUs Manager
- Management of CITB Levy
- Meet with key stakeholders to understand their requirements and expectations, particularly during the onboarding process
- Understand the various training standards across their teams’ contracts
- Liaise with the internal and external accounts departments to address invoicing / payment queries
- Negotiate with external training providers to ensure we receive the best possible service and prices
- Contribute and attend face to face bi-monthly team meeting
- Support the maintenance, development, and design of departmental IT systems

**What you’ll bring?**
- Have a passion to go above and beyond for customers and their team
- Previous mentoring/training/support experience would be useful
- Previous experience managing team KPIs/SLAs
- A background of compliance training, within the construction/ utilities industry would be extremely desirable
- Previous experience of managing teams remotely
- Willingness to roll up your sleeves and help your team as and when required

**What’s in it for you?**

25 days' annual leave plus statutory holidays

Discretionary annual bonus

Contributory Pension scheme

Life Assurance

Access to our Employee Assistance Programme

Cycle to work scheme

Access to a wide range of discounts and special offers through our online rewards platform

Remote Working

Company laptop and equipment for home working. (Must have own desk, chair & high-speed internet)

Full training on company systems (such as Oracle, Freshdesk, Competency Cloud, Totara)

**Our Vision and Values**

Our vision is to be the leading service provider for essential infrastructure in the UK and Ireland.

The core values for our sustainable growth are:

- People - engaging and empowering everyone to deliver and grow.
- Safety - putting health, wellbeing and safety of people first.
- Delivery - helping deliver our clients’ business needs.
- Integrity - be