Apprentice Customer Services Team Leader - Maternity Cover

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.

Location and Working Pattern:

This is a hybrid role with the following schedule:

Monday: Travel to Nottingham (where our training provider is located). A personal car would be advantageous.

Tuesday: Work from our Northampton office.

Wednesday - Friday: Flexibility to work from home.

Key Responsibilities:

• Manage all performance and behavioural concerns with Apprentices as the first level of escalation, complex concerns are to be escalated to Senior Managers where required.
• Track and monitor each Apprentice's performance, using Wickes' training criteria alongside our training provider's learning duties and functional skills (if relevant).

What are we looking for:

• 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 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 (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.

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 40 years in industry, Wickes now generates revenue in excess of £1.3Bn across 230 stores delivered by 8,000+ colleagues.

But it is the Wickes’ culture that we are really proud of as it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.

Vacancy Reference #100077

Please contact us here if you require any adjustments within the application process. If you requ

ire any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note, this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form.