Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary:
To manage, motivate and develop the Technical Assessment Team, ensuring the team achieves overall business objectives while delivering accurate, timely and compliant Technical assessments and outstanding customer service to external and internal customers. To ensure a positive customer experience is the top priority in every action taken, promoting greater customer satisfaction, long-lasting relationships and brand loyalty, while maintaining the technical rigour, quality and SSIP compliance that underpin the team's assessments.
Job Responsibilities:
The Team Leader is responsible for the day-to-day management of the Technical Assessment Team and for the quality, consistency and compliance of the assessments the team delivers. Day to day, the role will:
- Be responsible for effective people management of the Technical Assessment Team, ensuring team morale, timely customer management and consistent achievement of operational metrics, KPIs and SLAs, acting as first point of contact for escalations.
- Be responsible for implementing corrective actions from QA function are completed to ensure consistent achievement.
- Coach individuals on their performance to exceed targets through regular 1:1s, identifying training needs, managing performance and ensuring all technical and mandatory training is completed and evidenced.
- Develop a customer-focused, technically competent team who are pro-active and always seek the opportunity to improve the customer's assessment experience.
- Build and maintain close working relationships with all key stakeholders, including certification bodies, scheme owners and internal teams.
- Be responsible for the recruitment, induction and technical training of new starters into the Technical Assessment team, ensuring they meet the minimum requirements for the Technical Assessor role before undertaking unsupervised assessments.
- Monitor customer satisfaction, ensuring assessment processes are completed to standard and outputs reported, with corrective actions taken or recommended as required.
- Work as part of the Customer Operations Management Team, reviewing processes and driving continuous improvement through the creation, training and enforcement of such improvements.
- Monitor and ensure the team's ongoing SSIP Assessor competence, including initial SSIP Assessor Training, 3-yearly SSIP Refresher Training and CPD evidence, escalating and actioning any lapses in line with SSIP Membership Rules.
- Undertake technical assessments personally as required, to support team capacity and to maintain first-hand technical credibility when coaching and quality-checking the team's work.
- Other reasonable requirements or duties within the Once For All Group may be assigned to you from time to time; full training will be provided and your competency confirmed before you are required to carry these out.
MANAGEMENT & LEADERSHIP EXPECTATIONS
This is a people-management role first and foremost. The Team Leader is expected to:
- Lead by example — model outstanding customer service, technical rigour and professionalism, setting the standard the team is expected to follow.
- Own team performance — hold clear accountability for the team's KPIs, SLAs and quality metrics, taking early, decisive action where performance dips.
- Develop people, not just manage tasks — run regular, meaningful 1:1s and coaching conversations, build individual development plans, and identify and close training gaps proactively.
- Recruit and onboard well — ensure new starters are recruited against the role's minimum requirements and are properly inducted and trained before working unsupervised.
- Manage performance fairly and promptly — address underperformance through appropriate, timely and well-documented performance management, and recognise strong performance consistently.
- Communicate clearly and consistently — ensure the team understands business objectives, process changes and compliance requirements, and represent the team's views to the wider Customer Operations Management Team.
- Be the escalation point — act as first point of contact for customer and supplier escalations, resolving issues calmly and effectively
- Champion compliance — ensure the team's assessments and their own technical competence remain fully compliant with SSIP Membership Rules and other relevant scheme requirements at all times.
Candidate Requirements:
- Be educated to A-level or equivalent, with 2–3 years' experience in a Customer Service Team Leader/Management role.
- Have a minimum of 3–5 years' demonstrable Health & Safety experience, with a construction-sector background.
- Hold at least one SSIP-recognised Health & Safety qualification (listed below), including NEBOSH Construction or NEBOSH General Certificate.
- Hold Tech IOSH Membership (or be working towards a professional membership grade).
- Be an SSIP Registered Assessor, or complete and pass the 1-day SSIP Assessor Training Course within 3 months of appointment, and the 3-yearly SSIP Refresher thereafter.
- Have appropriate knowledge of relevant UK Health & Safety legislation.
- Have fluent written and spoken English, with the ability to read, interpret and review complex documentation.
Have proven experience of successfully leading, motivating, coaching and training others.
SSIP-recognised Health & Safety qualifications (at least one required):
- NEBOSH General Certificate in Occupational Health & Safety
- NEBOSH Certificate in Construction (preferred — see below)
- British Safety Council (BSC) Level 3 Certificate in Occupational Safety & Health
- NVQ Level 3 in Occupational Health & Safety
- NCRQ Level 6 Certificate in Applied Health & Safety
Or a higher Health & Safety qualification
Knowledge, Skills, Experience and Qualifications:
PERSON SPECIFICATION – ESSENTIAL
- People leadership — proven track record of successfully leading, motivating and developing a customer-facing or technical team, including recruitment, induction and performance management.
- Health & Safety qualification — hold at least one of the SSIP-recognised qualifications listed above.
- Construction background — demonstrable Health & Safety experience within the construction sector and a working understanding of construction risk.
- Minimum experience — 3–5 years' general Health & Safety work experience, together with 2–3 years in a Team Leader/Management capacity.
- Knowledge of legislation — appropriate, current knowledge of relevant UK Health & Safety legislation.
- SSIP Assessor Training — be an SSIP Registered Assessor, or complete and pass the 1-day SSIP Assessor Training Course within 3 months of appointment.
- Written & spoken English — fluent written and spoken English, with the ability to read, interpret and review complex Health & Safety documentation and communicate clearly with all audiences, including at management level.
- Attention to detail — strong attention to detail and the ability to understand, interpret and quality-check complex documentation accurately.
- Customer focus — a customer-centric approach with strong listening, questioning and problem-solving skills, and the ability to model this for the team.
- Working style — positive, self-driven and results-oriented, able to motivate others while working well as part of the wider Customer Operations Management Team.
- Systems & organisation — good administrative and organisational skills, able to prioritise across competing team and individual demands and learn new systems quickly.
- CPD — active commitment to Continuing Professional Development, evidenced through IOSH or IIRSM membership and/or CPD records (per SSIP requirements), and able to ensure the same of the team.
PERSON SPECIFICATION – DESIRABLE
- NEBOSH Construction Certificate — or equivalent construction-specific Health & Safety qualification.
- SSIP process awareness — prior experience of the SSIP process as a supplier/applicant, or having worked within an SSIP scheme or Certification Body.
- Quality background — experience within a quality assurance, quality control or quality management environment (e.g. ISO 9001, auditing or document-control practices).
- Building Safety background — awareness of, or experience with, the Building Safety Act and higher-risk building requirements, or a background in fire or building safety compliance.
- Environmental background — experience within an environmental management or compliance environment (e.g. ISO 14001, environmental audits or sustainability practices).
- Sector exposure — across supply-chain governance, risk management or compliance environments.
SSIP ASSESSOR TRAINING & ONGOING COMPETENCE
- The Team Leader must ensure all assessors, including themselves, remain active in CPD, evidenced through IOSH/IIRSM membership and/or CPD records.
- Where refresher training is not completed in line with SSIP rules, the Team Leader must ensure the assessor concerned is subject to 100% review of all assessments until re-qualified, and must record and escalate any non-compliance.
What we offer:
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
Wellness fund or Private Medical Insurance (dependent upon role)
Pension
Life Assurance x 3
25 days holiday plus 8 Bank Holidays
Ongoing continual professional development (CPD)
Holiday purchase Scheme up to 5 days
1 paid and 1 unpaid volunteering day
24/7 and 365 Days Employee Assistance Programme
Team and company offsite events
Specsavers eye care voucher
Free Tea, Coffee and fruit every week – Basingstoke office
