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Apprentice Customer Services Team Leader

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Wickes

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Location:
United Kingdom , Northampton

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Category:
Human Resources

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

We are looking to recruit a Service Centre Customer Services Team Leader on an FTC basis to cover Maternity Leave until June 2026. This is a critical role responsible for managing a cohort of approximately 30 Apprentices. The core purpose is to ensure the success of all participants in our Installation Apprenticeship Programme. This involves supporting their professional development and leading them through the daily operational activities required to qualify as a Wickes Approved Installer.

Job Responsibility:

  • Manage all performance and behavioural concerns with Apprentices as the first level of escalation
  • Track and monitor each Apprentice's performance, using Wickes' training criteria alongside our training provider's learning duties and functional skills
  • Coordinate performance reviews for all Apprentices and measuring against agreed departmental, business and Government SLAs
  • Highlight risks and impacts to the programme, department and business
  • Manage all administrative elements, including mileage, timekeeping, absence and holidays in line with business policies and procedures
  • To support Apprentice recruitment campaigns through initial vetting, screening, interviewing and assessment centres
  • Ensure that the Installer profile is appropriate - the Apprentices are utilised effectively and that relevant on-site training and development is being maintained
  • Attend regular Apprenticeship Team meetings focused on continuous improvement across the programme

Requirements:

  • Working within a service-oriented environment that offers apprenticeship programmes (Preferred)
  • Experience of leading a team with direct / indirect reports
  • Exposure to multiple IT Systems
  • Effective communication including listening skills
  • Interpersonal skills - able to build strong working relationships quickly
  • Ability to lead, coach and mentor
  • Ability to assess and mitigate risk for the business
  • Ability to work collaboratively and carry out tasks effectively
  • Prioritise workload and determine the appropriate course of action
  • Foster an environment of teamwork to ensure all services are delivered on time and company targets are met
  • Knows when to seek help, support and advice
  • Ability to ‘think outside the box’ with a creative approach
What we offer:
  • Competitive bonus (2027 period)
  • Contributory pension scheme
  • Colleague discount
  • Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
  • Employee Assistance Programme
  • financial education & loans
  • access to parental, menopause and fertility support

Additional Information:

Job Posted:
January 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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