Team Leader Competence Operations
| Dyddiad hysbysebu: | 15 Hydref 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Hydref 2025 |
| Lleoliad: | Penrith, Cumbria |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | BESA |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
ABOUT THE ROLE
The Team Leader will oversee the day-to-day operations of the SKILLcard function, ensuring the smooth delivery of services and a consistently positive customer experience. The role is responsible for leading and supporting the team while fostering a culture that reflects our behaviours of accountability, care, agility, customer empathy, continuous improvement, and commerciality. We provide a hybrid working model, where employees can divide their time between working from home (2–3 days) and working in the office (2–3 days) each week on completion of all necessary training, creating a balance of flexibility and collaboration.
KEY DUTIES
The role is both broad and diverse, in particular the key duties include:
-Lead the team of Customer Service Executives, managing and authorising annual leave while balancing staffing requirements, demonstrating accountability and care.
-Undertake all OKRs and performance reviews, coaching and developing the team to support continuous improvement and wellbeing.
-Assume first-line escalation responsibility for complex customer queries, including refund requests, responding with customer empathy and agility.
-Co-ordinate projects involving the team as required, ensuring effective delivery and promoting continuous improvement.
-Supervise and report on SKILLcard provider or supplier contracts in line with BESA financial requirements and processes, maintaining commerciality and accountability.
-Develop and maintain appropriate relationships with all third-party providers and suppliers, demonstrating care and commercial awareness.
-Lead the ongoing data supply in support of all SKILLcard reports, ensuring accuracy and accountability.
-Provide monthly updates to management to evidence progress against Key --Performance Indicators, supporting continuous improvement.
-Carry out and complete internal audits to ensure the team’s operations comply with SKILLcard processes and procedures, maintaining accountability and promoting continuous improvement.
-Support line management with administrative functions related to financial reporting and the provision of secretariat services, demonstrating care and accountability.
-Undertake any other duties deemed reasonable by the Association, adapting flexibly to business needs and showing agility and continuous improvement.
ABOUT YOU
Skills & Knowledge - Essential
-Strong leadership with the ability to influence and collaborate effectively across functions, demonstrating accountability and care.
-Comprehensive knowledge of the sector, applying commercial awareness to support informed decision-making.
-Highly developed communication, external liaison, and networking skills, showing customer empathy in all interactions.
-Proficient in the use of office equipment and relevant software programs, including -Microsoft Office (Word, Excel, PowerPoint, Outlook), web databases, and CRM systems, supporting continuous improvement in workflows.
-Hold a full UK driving licence, enabling agility in fulfilling role requirements.
Skills & Knowledge – Desirable
-Knowledge of the building and engineering services industry and facilities management sectors
-An understanding or interest in the skills development sector
-An understanding and knowledge of the apprenticeship and vocational qualification market
Personal Attributes - Essential
-Strong awareness of confidentiality and data protection issues, reflecting accountability and care.
-Understanding of regulatory requirements, ensuring compliance and accountability.
-Proven ability to work effectively within a team, fostering care and collaboration.
-Ability to use initiative and act independently, demonstrating agility and accountability.
-Motivation to exceed the expectations of internal and external stakeholders, showing customer empathy and commerciality.
-Willingness to take on new challenges and adapt to changing demands, reflecting agility and continuous improvement.
-Ability to travel within the UK, demonstrating agility in meeting organisational needs.
The Team Leader will oversee the day-to-day operations of the SKILLcard function, ensuring the smooth delivery of services and a consistently positive customer experience. The role is responsible for leading and supporting the team while fostering a culture that reflects our behaviours of accountability, care, agility, customer empathy, continuous improvement, and commerciality. We provide a hybrid working model, where employees can divide their time between working from home (2–3 days) and working in the office (2–3 days) each week on completion of all necessary training, creating a balance of flexibility and collaboration.
KEY DUTIES
The role is both broad and diverse, in particular the key duties include:
-Lead the team of Customer Service Executives, managing and authorising annual leave while balancing staffing requirements, demonstrating accountability and care.
-Undertake all OKRs and performance reviews, coaching and developing the team to support continuous improvement and wellbeing.
-Assume first-line escalation responsibility for complex customer queries, including refund requests, responding with customer empathy and agility.
-Co-ordinate projects involving the team as required, ensuring effective delivery and promoting continuous improvement.
-Supervise and report on SKILLcard provider or supplier contracts in line with BESA financial requirements and processes, maintaining commerciality and accountability.
-Develop and maintain appropriate relationships with all third-party providers and suppliers, demonstrating care and commercial awareness.
-Lead the ongoing data supply in support of all SKILLcard reports, ensuring accuracy and accountability.
-Provide monthly updates to management to evidence progress against Key --Performance Indicators, supporting continuous improvement.
-Carry out and complete internal audits to ensure the team’s operations comply with SKILLcard processes and procedures, maintaining accountability and promoting continuous improvement.
-Support line management with administrative functions related to financial reporting and the provision of secretariat services, demonstrating care and accountability.
-Undertake any other duties deemed reasonable by the Association, adapting flexibly to business needs and showing agility and continuous improvement.
ABOUT YOU
Skills & Knowledge - Essential
-Strong leadership with the ability to influence and collaborate effectively across functions, demonstrating accountability and care.
-Comprehensive knowledge of the sector, applying commercial awareness to support informed decision-making.
-Highly developed communication, external liaison, and networking skills, showing customer empathy in all interactions.
-Proficient in the use of office equipment and relevant software programs, including -Microsoft Office (Word, Excel, PowerPoint, Outlook), web databases, and CRM systems, supporting continuous improvement in workflows.
-Hold a full UK driving licence, enabling agility in fulfilling role requirements.
Skills & Knowledge – Desirable
-Knowledge of the building and engineering services industry and facilities management sectors
-An understanding or interest in the skills development sector
-An understanding and knowledge of the apprenticeship and vocational qualification market
Personal Attributes - Essential
-Strong awareness of confidentiality and data protection issues, reflecting accountability and care.
-Understanding of regulatory requirements, ensuring compliance and accountability.
-Proven ability to work effectively within a team, fostering care and collaboration.
-Ability to use initiative and act independently, demonstrating agility and accountability.
-Motivation to exceed the expectations of internal and external stakeholders, showing customer empathy and commerciality.
-Willingness to take on new challenges and adapt to changing demands, reflecting agility and continuous improvement.
-Ability to travel within the UK, demonstrating agility in meeting organisational needs.