Support Team Lead

**About the role**

Reporting to the Global Technical Training Team Specialist, the Global Technical Training Team Lead will be responsible for operating a highly customer focused Global Technical Training training support process, that, in turn, supports the achievement of wider business objectives. The Global Technical Training Team Lead will provide a performance driven, commercially minded, organised approach within the Global Technical Training training support process.

On a day-to-day basis, the Global Technical Training Team Lead will liaise with and manage a dedicated Global Technical Training Team Coordinator, who delivers excellent Global Technical Training administration processes. The Global Technical Training Team Lead is expected to handle high level, non-routine queries, be highly experienced in the use of the Learning Management System (LMS), providing support and guidance to lesser experienced colleagues and partners.

The Global Technical Training Team Lead is expected to provide Project Management skills to deliver continuous improvement initiatives within the department and support wider business initiatives.

**Key accountabilities**

Operational Responsibilities. Pro-actively lead the provision of an excellent Global Technical Training service to National Grid with an emphasis on quality customer service. Provide support to the Business around planning and delegate management processes consistently across National Grid. Provide support to colleagues in times of peak workload, sickness or holiday.

Develop strong working relationships with all departments involved in the Training process, including MSP, vendors, Business Services and all other stakeholders. - Support ALP budget management for the Business demands
- Be proactive in the adherence of GDPR- Lead for Equipment hire in the support of training delivery, and manage room and resource utilisation at Eakring. Monitor and maintain the highest levels of data accuracy. - Keep updated on new policies, procedures and codes of practice to ensure the safe and efficient operation of the business. - Work within and promote the philosophy of safe team working and development across all National Grid activities to achieve business objectives and continuously improve performance. - Support with SLA tracking for all areas of training provision. Provide support to colleagues in times of peak workload, sickness or holiday.

Quality Control: Support the six pack quality process with the coordinators, delivery teams and the quality specialist. Ensure complaince with the course co-ordination process. Promote safety, health and security within own and the wider team whilst ensuring the environmental impacts of activities are minimised wherever possible.

Communication: Communicate effectively with customers, Global Technical Training management team, Business Services and own team to support the delivery of an effective planning, delegate management and administration service. Actively demonstrate and promote the National Grid values.

Continuous Improvement: Provide assistance in an efficient & effective manner in line with People & Culture business objectives. Take a lead role with the development of new systems and processes. Identify and implement process improvements/best practices. Engender and operate in a culture of zero tolerance of accidents and self-inflicted incidents.

**About you**
- Experience of coordinating day-to-day workload with colleagues and partners
- Experience of team leadership
- Ability to develop strong working relationships with all departments and organisations involved in the training process
- Skilled in the use of desktop packages such as Outlook, Excel, Word and Access with a high standard of keyboard and numeric skills
- Knowledge of relevant technical systems, e.g. MySAP Training & Events; MyHub Learning
- Proven attention to detail with the ability to monitor and maintain the highest levels of data accuracy
- Good analytical and reporting skills, with an ability to analyse information to make and propose decisions. - Identify and implement process improvements/best practices
- Good knowledge of policies, procedures and codes of practice to ensure the safe and efficient operation of the business. Proven ability to work well under pressure to meet critical deadlines. Demonstrable ability to identify and implement process improvements and best practice. Strong communication skills at all levels, both with internal and external customers / stakeholders. Experience of complex (technical) event management, scheduling and record keeping
- Wide business knowledge and experience.

**What you get**
- A competitive salary of between £29,000-34,117 dependent on capability and experience. - As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will