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Location Hybrid: 3-4 days in the office/Support Centre on Hams Hall Distribution Park, Coleshill. Why The Works? We don't just sell products. We inspire reading, learning, creativity and play. You sell the paint that turns someone into an artist. You provide the book that unleashes an inner author. You supply the games that help bring families together. You give someone the puzzle book that reconnects someone with a late family member's memory. You never know who someone will become. So with your passion, and our products, you will help ignite the spark in helping people unleash their creativity, find new passions, hobbies, or rekindle fond memories. The unseen possibilities are limitless, and it all starts with you. Become a Technology Service Delivery Team Lead Reporting into the Technology Service Delivery Manager (SDM), you will play a crucial role, leading the delivery of outstanding support to your colleagues across Stores, Distribution Centre (DC) and Support Centre (SC). You're a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence, the issues will be resolved. You thrive on seeing incidents & problems through to resolution, spotting trends and holding the Technology Service Desk to the highest best practice standards. You keep up to date with technology, enjoy getting into the detail and owning issues. You lead from the front; take pride in the services your team delivers and challenge the status quo. This is an exciting opportunity for an ambitious, technically minded and customer focused Service Desk Team Leader to join our evolving Technology Services team. Your Mission Leading and coordinating the Technology Service Desk to effectively manage incidents and requests. Restoring service and fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders. Working closely with the SDM, assist with regular performance/welfare check ins, the management of a skills matrix, personal development plans and effective performance management. Manage the team rota to provide adequate service availability that aligns with business demand. Deputise for the SDM where required. Support the SDM ensuring the operational performance metrics of both the service and individuals are met. Assist with publishing regular service reports that provide a transparent view of performance. Contribute to the implementation of service improvement plans where required. Monitor day to day Service Desk activities and stepping in to stop potential escalations or SLA breaches. Accountable for successful Incident Management, Problem Management, Request Management and Knowledge Management. Constantly creating, refining, and improving Technology Services processes to deliver a more efficient service. A great opportunity to put your own stamp on things. Accountable for ensuring the Service Desk keep an accurate record of assets and state changes. Skills/Behaviours That Will Set You Apart Mandatory: Demonstrable experience leading a team. Excellent team player, flexible, responsive, takes ownership of the task at hand. Ability to prioritise a high workload, analyse the impact of issues on the business and proactively communicate. Technology certification such as MCSA, CompTIA A, Security, IT Diplomas or industry relevant experience. Strong communication skills with an ability to discuss technical subjects with a non-technical audience. Experience of team schedule management Driving license and own transport Desirable: Retail technology experience. Exposure to infrastructure concepts such as Active Directory, VMWare, WAN/LAN etc Experience with ITSM management. ITIL or SDI Certified ?? Being a great leader As a great leader with wonderful people skills, you'll create a team that's more than just co-workers it's a team. Inspire and motivate your team in line with our employer brand, values, behaviours and purpose. Work cross-functionally and collaboratively with other departments. If something's not quite right, speak up so we can work together to get it right or make it better! - Nobody is too proud for constructive feedback so we all win together! But let's not forget about the most important part... your team's well-being and aspirations. You'll be their biggest supporter, cheering them on. You'll have amazing everyday conversations with your team, discussing everything from their performance to their wildest career aspirations. Our PERKS really are The Works' ?? 25% Colleague Discount! - Plus, exclusive Double Discount days! ?? MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more! ?? Holiday 33 days including bank holidays. ?? Holiday Purchase - Purchase an additional 5 days ? Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you. ?? Wagestream - Claim early access to 50% of your wages as you earn them for when life' happens! ? Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works! ?? 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more! ?? Healthcare Cash Plan To support your everyday healthcare costs ?? And loads more! Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving. Our Purpose To inspire reading. learning, creativity and play - making lives more fulfilled. Our Values We are Crafty We are Caring We are Can-do We Listen. We Care Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what's going great, and what needs a couple of tweaks to help make The Works the best place you've ever worked! You'll have opportunity to help give us that direction. Promoting Diversity, Inclusion, and Applying Reasonable Adjustments At The Works, we are proud to have a
Davies is currently seeking a People Manage to join its team on a Fixed Term Contract basis within our Human Resources team in London. The opportunity: The People Manager will be responsible for delivering end to end operational people processes and implementing various projects and change initiatives. This role will act as a business partner to specific practices, providing advice and guidance on all aspects of the employee life cycle and will have line management responsibility for one individual. You will: Take ownership of certain practices within the business, building strong relationships within and becoming a trusted advisor and go-to people person. Support and influence the people strategy initiatives within these practices. Delivery of high-quality day to day operational service. Challenge existing people processes to enhance value and ensure maximum efficiency in operational activities. Provide guidance and support on the performance management process. Coordinate the performance review process, including promotions, salary and bonus. Run moderation sessions in line with performance reviews and have the confidence to challenge ratings where necessary. Work closely with all line managers to build individual and collective line management skills and run a regular line management forum. Provide advisory support to employees and managers on a range of issues e.g. parental leave and flexible working requests. Manage any workplace investigations, disciplinary, grievance or under-performance cases, ensuring processes are managed fairly and accurately. Drive and instigate various projects throughout the year. Maintaining visibility and impact across the business to drive the people function's key priorities. Maintain management oversight for the benefits providers/brokers. Line manages the people coordinator within the team providing support and acting as a mentor and leading by example. Support gender pay reporting, albeit not currently a legal requirement. Support communications regarding the gender pay gap. Work to ensure all aspects of the employee life cycle are supported by necessary policies and procedures. Running exit interviews, identifying trends and sharing back with the business, making suggestions for improvement. Creation and presentation of HR KPIs, trend analysis and ad hoc reports as and when required. Support ad-hoc learning interventions such as knowledge shares and coaching. Experience: Relevant HR qualification, (country specific) e.g. CIPD level 5/7 7-10 years of operational, generalist HR experience A track record in HR, providing best practice HR advice within professional services. Excellent communication skills - in particular listening, summarising and dissemination Open, positive, pragmatic and collaborative in nature Comfortable with ambiguity, with the ability to operate in a rapidly evolving and changing environment. Enthusiastic, ambitious, self-starter, with the ability and desire to learn quickly. Proven ability in influencing at management level. Experience of implementing change initiatives and improving processes successfully Confident in (REGION) employment law and experienced in running employee relations matters. Intellectually strong, to apply themselves to new challenges and growth opportunities. Warm and sociable personal style, approachable with good sense of humour. Life at Davies We are expert-led specialists across banking, asset and investment management, financial markets infrastructure, wealth management, insurance, and reinsurance. What is important to you is what matters to us... Our people are at the heart of our business and that is why we are the Consultancy of choice for our clients. We recognise that the traditional workplace environment' has evolved and we want to nurture the benefits of this cultural shift for our employees whilst continuing to deliver expertise and an unrivalled service to our customers in our core, specialist areas. Our core values which underpin our day to day working practices are Expertise, Leadership and Teamwork. We live these values by ... Caring for the health and well-being of our colleagues Increasing diversity and inclusion within our workforce Encouraging and accommodating flexible and hybrid working arrangements Creating a culture centred on interesting, complex, and challenging work and celebrating success. Enjoying a fun, friendly, supportive, and sociable team-based environment Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs Recognising and celebrating the individual contributions of our colleagues Championing autonomy and empowerment of all our colleagues And if that was not enough... Rewarding success and hard work! We offer a competitive basic salary and annual bonus based on performance. Benefits package includes: Private healthcare via Bupa Health cash back plan via BHSF Generous annual leave plan Company contribution to pension Life assurance Season ticket loan. Employee Referral Program Inclusion and Diversity At Davies, we are dedicated to building a culture of diverse perspectives and talent to support individual growth and superior business results. We strive to cultivate a dynamic, diverse, and inclusive workplace where all employees feel engaged, valued and that they belong. Our global Charter summarises commitment to diversity and inclusion.