Test Centre Team Leader - Chester

Are you passionate about providing excellent customer service?

Would you like a role that enables you to meet and help new people every day?

Then consider the position of Test Centre Team Leader at Reed in Partnership!

We are on a mission to be the partner of choice for developing people and their communities. Reed in Partnership is a public service provider specialising in skills training for the long-term unemployed, increasing employment opportunities by working with employers and providing youth services.

Our DVSA (Driver and Vehicle Standards Agency) programme, provides secure assessment of prospective new drivers for the Department of Transport. Through more than 70 Test Centres, we provide 1.7 million + Driving Theory Tests a year across several regions of the UK.

Our delivery provides the infrastructure and processes required to test each candidates driving theory knowledge and hazard perception. We ensure the integrity and compliance of each individual test in accordance with the assessment standards set by the DVSA.

What is the role about?

You will be responsible for the operational delivery of the Test Centre, including the line management of both Test Centre and Senior Test Centre Associates, and delivery of the tests in their absence. These responsibilities will be delivered both directly through your invigilation duties and via your management, during your shift, of the Test Centre. The Test Centre Team Leader will strictly adhere to the guidelines in accordance with the programme’s requirements and Reed in Partnership’s policies and procedures.

Your Work Schedule

Our Test Centre Team Leader role is offered as a 20 hour per week contact. 

This site usually operates 3 to 4 days a week, Mondays, Wednesdays and Fridays and the occasional Saturday.  The ideal candidate must be flexible to work across any of the shift patterns.

Shifts could range from:

Mornings - 8.00am to 1pm/2pm
Afternoons - 12.30pm/1pm to 5.30pm/6.30pm
Full day - 8.00am to 5.30pm/6.30pm
Evenings - 4.30pm/5pm to 8.30pm/9.30pm
Afternoon & Evenings – 12pm/1pm to 8.30pm/9.30pm

Just some of your day-to-day responsibilities will include:

Test Centre Delivery:
• Being the central contact for the staff group and aid the workforce team in fulfilling vacant shifts
• Maintaining a holiday record for the site which will help avoid shift shortages
• Checking Power BI to ensure all bookings are correct and in line with the Test Centre
• Checking NSA’s weekly and ensuring staff and room facilities are booked correctly
• Providing scheduling support as and when required. The Team Leader may be required to create work rotas and / or support the effective scheduling of shifts.
Performance Management:
• Taking the lead in training new staff
• Checking process changes have been viewed and signed off by all
• Updating HR on any staffing issues (lateness/attitudes/behaviours)
• STCA/TCA performance reviews and delivery observations
Security Management & Fraud Prevention:
• Reviewing incidents on IMP and make sure they are updated/closed when necessary
• Taking the lead in investigating complaints
• Ensuring all compliance standards relating to the Test Centre operation and Reed in Partnership stringent security protocols are adhered to.
• Ensuring the integrity and security of tests are maintained and that they are supervised/invigilated to the required standard.
• Following security procedures as described in the policies and procedures guide
• Observing interactions in the Hub and reporting unusual or suspicious activity in the Service Direct system.
Property Management:
• Health & Safety contact on site
• Conducting risk assessments
• Dealing with any property emergencies
• Any snags and IT issues escalated are reported to the RTCM
• Lost property compliance – disposal of items in the correct manner
• Keeping a good record of key management
• Stock replenishment - responsible for the ordering of any stationary/equipment

To be successful in this role, we are looking for someone with:

• a full UK driving licence (although driving will not be required for all locations)
• line management and performance management experience
• significant demonstrable experience in providing high-quality customer service
• excellent attention to detail and accuracy
• the ability to work under pressure to short timescales and multi-tasking to complete a variety of competing activities
• experience in working with diverse customer groups
• excellent judgment and decision-making skills
• flexibility in working hours and days, including evenings and Saturday
• the ability to remain calm and deal with confrontational candidates in a professional manner
• good IT skills including Word/PowerPoint/Outlook and other skills as needed

Diversity and Inclusion

We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity. We offer an interview to disabled candidates who meet the minimum criteria.

Please note that the deadline for internal applicants for this role is 29th March.

Field 7

Field 8

Job reference: RinP08042