Vacancy: End Point Assessment (EPA) Delivery Team Leader

We are now recruiting for a EPA Delivery Team Leader to join our Group Operations team, in a permanent capacity, working full-time at our Swindon offices located on key transport links in the town centre. BCS operate a flexible hybrid working policy with presence in the office determined by customer and business requirements.

About the role

This role is responsible for leading the team of EPA Co-ordinators interacting with Subject Matter Experts (SME’s), Assessors, Employers, ATP’s, Apprentices and regulators along with executing specific processes to ensure all EPAs are processed within the regulated SLA’s.

Key responsibilities:

• Ensure the EPA delivery processes are executed consistently, effectively and support an excellent customer experience.

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  Be the first point of escalation within the EPA delivery team, dealing with incidents and problems to ensure timely resolution and communication with the appropriate stakeholders.

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  Line management of the EPA co-ordinators, monitoring individual and team performance, and ensuring performance is aligned with agreed service levels and business key performance indicators.

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  Provide development and coaching to the team, focusing on team performance, continuous process improvement and individual professional development.

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  Working with other departments ensure the team meet the requirements of relevant internal and external audits.

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  Alongside the EPA Delivery Manager and the team, implement and manage an effective reporting and analysis framework for client and customer feedback, ensuring outcomes, trends and recommendations are effectively reported.

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  Provide relevant performance reporting as required by line manager, detailing quality of service delivery and team performance against set business objectives.

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  Embed continuous improvement into the team culture, ensuring services, processes and outcomes are incrementally improved to remain fit for purpose to deliver against evolving business requirements.

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  Working with the team ensure all non-conformances (appeals, complaints and issues) are quality log recorded, investigated, root cause analysed, resolved (from the customer perspective), and escalated where necessary.

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  Have a flexible approach and be prepared to support other team members and adjust responsibilities when required to ensure departmental objectives are achieved.

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  Flexibility to adjust responsibilities as required from time to time by management.

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  Continually look at ways to make improvements to systems, processes and procedures.

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  Strive to live the BCS’ values and support our purpose.

• The content and reporting lines detailed in this job description may be reviewed and changed from time to time to reflect organisational requirements.

   

BCS is dedicated to providing training and development to help all staff realise their potential, and also offer a generous benefit package.

BCS, The Chartered Institute for IT are committed to promoting equality at every opportunity as an employer. This statement and our policies are designed to ensure our recruitment and employment practices and procedures actively promote equality of opportunity and value diversity.

All applicants must be eligible to work in the UK upon application.

PLEASE NOTE: This vacancy may be removed before any listed closing date once a sufficient amount of applications have been received.

In the event that we receive a high number of applications for this vacancy, we may be unable to provide an individual response to every candidate, therefore if you haven’t heard back from us within 4 weeks of the closing date, please consider your application unsuccessful on this occasion.

No recruitment agencies please.

How to apply: Please apply by submitting your CV to careers@bcs.uk along with a cover note answering the following questions:

(a) Your area(s) of expertise & qualifications;

(b) Why you are interested in the role;

(c) Detail any experience you have which aligns to the job description.

We look forward to hearing from you!