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DATE ADDED: Tue 24/03/2020

Apprentice Team Leader

Cheadle, UK


JOB TYPE: Apprenticeship, FullTime

**Company description**

**This is the job**

**Location: Cheadle**

**Full Time/Perm**

**Shift Patterns: Monday to Friday 10:00-18:15**

Responsible for the leadership and management of a team of apprentices within a customer contact centre.

**What will I be doing?**
* Delivers world class customer sales and service through excellent team performance in an environment of constant change. * Promotes and actively supports the culture of the AA by demonstrating company values. * Accountable for the ability of the apprentice team to resolve all customer dissatisfaction at first point of contact. * Proactively manages contact with customers where their experience has not been up to their expectations. * Is responsible for the achievement of sales and service targets/standards for the team, aligned to balanced scorecard measurement criteria. Reviews statistical/performance data as appropriate. * Responsible for the recruitment, development, apprenticeship qualification and personal coaching of team members and is accountable for delivering a high performance team. * Creates a working environment where continuous improvement, learning and development and an excellent customer experience is the norm. * Works effectively with others, showing consideration and support for colleagues in other teams, in order to promote a caring and enjoyable employee experience, simultaneously achieving high performance. * Manages budgets within predetermined financial constraints. * Oversees the effectiveness of service level agreements delivered by third party suppliers including apprenticeship training providers and escalate internally appropriately. * Liaises with support units such as resourcing/telephony to maximize resources. * Ensures call handling/service delivery targets are met. * Together with the recruitment team, attend local school/college career events to promote the apprenticeship programme

**What do I need?**
* Previous experience and/or demonstrable ability to manage, develop and coach people – preferably in a service or sales delivery type of environment. * Must be able to demonstrate good communication skills, both at one to one level, and in presentation form; verbally and in writing. * Must be able to demonstrate active listening skills. * Effective coaching skills and a role model to young person. * Good standard of literacy and numeracy. * Is able to gather appropriate information by asking relevant questions in order to clearly identify the customer’s needs. * Is able to organise data and identify key facts and issues. * Able to demonstrate good problem solving expertise. * Asks open ended questions to explore problems and issues. * Allows adequate preparation time and is well organised. * Able to prioritise effectively and identify and resolve time conflicts. * Must have an understanding of the English education system and Apprenticeships. * Must have an understanding of the Apprenticeship governance and processes. * Good stakeholder management both externally (customers, training providers, education bodies) and internally (senior managers, early careers team). * Must understand the requirements of the business against the requirements of the Apprenticeship programme and is able to manage these conflicts effectively.

Has demonstrated the following abilities and competencies:

* Coaches and develops Apprentices * Cultivates a high performing team * Delivers team meetings and presentations in a clear, logical and interesting manner. * Good deployment of management skills around setting of performance objectives, conducting performance reviews, devising and implementing training and development plans. * Ensures team consistently meets targets and objectives. * Is able to lift and motivate the team when the going gets tough. * Deploys creative ways to communicate with the team, and motivate them to achieve more. * Understands how the business works and the impact of decisions made on profitability. * Maintains awareness of outside market conditions, regulatory requirements and competitor activities. * Keeps up to date with developments and ensures that own skills and that of the team are updated. * Actively works with peers to promote partnerships between teams to foster a positive synergistic approach.

Education and Qualifications:

* Has learned how to use the system and has acquired an appropriate level of product knowledge around all the core products, plus that appropriate to a second level of contact e.g. claims, complaints, complex risks etc. * Has an understanding of the T&C framework and understand how the Apprenticeship programme works with in line with these requirements.

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