Service Delivery Team Leader

5 months ago

Northampton, United Kingdom Wickes Full time

We are looking to recruit a Service delivery Team Leader for our Installation Apprenticeship programme. The purpose of this role will be 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.

This role will cover the foundation stage of the programme from 0-12 months, and will involve managing a team of between 20-30 apprentices.

Please note the following:
Key Responsibilities:

- 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 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 navigating 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
- Have a driving licence with transport to travel
- 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?

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
- Life Assurance
- 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.

We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.

About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.

But it is the Wickes’ c

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