At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen. Standardisation Team Leader Permanent Milton Keynes £26,300.00 On-Site Are you ready to lead a team to success and make a lasting impact? Do you have a passion for transforming customer service and driving efficiency in event planning? At AQA, we are seeking a dynamic and dedicated Standardisation Team Leader to join our team and play a key role in delivering world-class customer service and operational excellence. As a Standardisation Team Leader, you’ll have the opportunity to shape the performance of a small team of 2 while overseeing seasonal staff during peak periods. Your leadership will drive consistency, efficiency, and quality in process delivery and customer interactions, helping us deliver exceptional customer service to both internal and external stakeholders. What will I be doing? Event Planning and Coordination : Manage the end-to-end process of organizing art & design qualification events, including liaising with suppliers, couriers, and teachers to ensure smooth operations. Lead and Develop a High-Performing Team : Manage a team of administrators, coach staff performance, and ensure alignment with business objectives and quality standards. Continuous Improvement : Lead initiatives to drive improvements in customer experience, cost-saving strategies, and operational processes. Stakeholder Reporting and Communication : Provide key updates to internal and external stakeholders, ensuring alignment with business goals and priorities. What’s in it for me? Generous leave: 25 days leave allocation plus additional Christmas and New Year’s leave. Pension: Benefit from up to 11.5% employer pension contributions. Supportive culture : A dynamic work environment where your contributions are valued, and your success is our priority. Career Growth : This is a key leadership role offering real opportunities for career advancement within the organization. Well-being support : Access the Headspace app and employee assistance program. What will I need to Succeed? Experience in a managerial role, leading teams in a fast-paced, high-volume environment A strong background in delivering excellent customer service and ensuring high-quality interactions. Exceptional organizational skills, with the ability to juggle multiple priorities while maintaining attention to detail. Strong written and verbal communication skills, capable of engaging effectively with stakeholders and team members alike. A keen interest in driving continuous improvement initiatives and delivering operational efficiencies. A broad understanding of supply chain, event logistics, and business processes. How do I apply? Read the full job description and upload your most recent CV with a cover letter outlining your motivation and transferable skills by visiting our website. Closing date for applications will be Sunday 19th January. Interviews will be one stage via teams on Thursday 23rd January. Every application will receive a response. CRE23 AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. Recruitment Agencies We have a preferred supplier list (PSL) in place. Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees. Full Job Description Summary This crucial role is responsible for the management and performance of a team of people in the Preparation team, aiding the delivery of world class customer service and process delivery. The post holder will be responsible for driving consistency, efficiency and quality in process delivery and customer interactions. The post holder will support the team to deliver the departmental metrics and objectives.Section 1 – Accountabilities Key result areas & Outcomes: Customer (external or internal) Build exceptional relationships with our internal and external customers, guiding the team in consistently delivering a best in class service that meets our customers’ needs. Provide updates on the delivery of assigned accountabilities to stakeholders and line manager as required. Cash (finances) Identify cost-saving service improvements across AQA whilst enhancing customer service, experience and process delivery. Responsible for completing payroll forms with a high degree of accuracy for any seasonal staff within the team. Product and internal processes Support with the wider team the delivery of key processes through a team of administrators to achieve key metrics and targets. Monitor and actively manage queries which need or require specialist knowledge for relevant departments to ensure that queries are resolved promptly to a high standard. Manage continuous improvement to ensure we continue to increase efficiency and quality measures. Produce and own an electronic event plan that is clearly aligned to the operational requirements for all events. Understand the needs of our internal customers and then source venues, cater to attendees’ requirements and manage changes in a timely, efficient and effective manner. Plan and book events well in advance of the live date and ensure contingencies exist for the unexpected. Ensure that on-the-day logistics are organised and reflect AQA’s reputation for quality. Support effective training of temporary resource at peak periods. Ensure AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS. People and culture Manage and coach the performance of staff to deliver in line with our world class service ambitions. Produce high levels of performance from direct reports and teams by modelling leadership behaviours with confidence and providing clarity, challenge, feedback, coaching and development in line with business objectives. Ensure effective learning and development is in place across the team, proactively managing underperformance. Government and external Keep self and team members up to date with Ofqual recommendations and policies. Section 2 – Key relationships and performance Key internal relationships: Operations - Marking, Moderation, and Production and Logistics team Assessment - Planning, Resource Management CRM Team Sourcing and Supply Management Facilities management Awarding coordinators Associates Key external relationships: 3rd party suppliers where applicable Key performance indicators: Lead team with exceptional time management skills Delivery a high-quality service to each customer with high attention to accuracy of information across the whole team Section 3 – Person profile Knowledge Understanding of relevant supply chain/business process best practice - A/P Broad understanding of the political, educational and business context within which AQA works - P Knowledge of best practice customer service and ideally contact centre environment with associated processes, procedures and systems - I Qualification Educated to degree level or extensive experience in a similar role - A Skills Implements and embeds change positively - A/I/P Excellent leaderships qualities, consistently role-modelling AQA’s values to a high standard - A/I/P Track record in delivering robust and effective coaching plans - A/I/P Organises, plans and supervises the work of a group of staff to meet customer and business needs - A/I/P Awareness of coaching methods to train and develop staff - I/P Identifies, plans and manages resource requirements for relevant areas of responsibility - P The ability to performance manage their team to ensure requirements are met - A/I/P Excellent written and verbal communication skills - A/I/P Organisational skills – the ability to deliver a number of activities and processes on time and budget - I/P Prioritisation skills – the ability to manage multiple demands and make judgements - I/P Behaviours Communication - I/P Flexibility - I/P Customer focused - I/P Personal contribution - I/P Continuous excellence - I/P Experience Experience of fast moving, high volume environment within a time critical industry. Strong track record of leading a team in delivering key processes - A/I Experience of developing and challenging behaviours to improve output of team - A/I Broad experience of developing and delivering to targets across quality, efficiency and cost measures - A/I Experience of managing the whole employee lifecycle - A/I Experience of coaching of individuals and a team using evidence to support coaching plans - A/I/P Assessment key (criteria to be assessed at the selection stage) A – application (it is essential to provide evidence on application for shortlisting purposes) I - interview T – test (or work sample) P – probation