Do you possess great leadership skills and a passion for providing excellent customer service?

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

Then consider the position of Regional Delivery Associate - Lerwick at Reed in Partnership!

Reed in Partnership has been delivering public services since 1998. We are a British, family-owned company, whose mission has always been to positively transform people and their communities. This is reflected in our services, which we deliver to help people from all backgrounds and circumstances to change their lives for the better.

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 invigilation of exams and the efficient delivery of tests to participants, ensuring that relevant procedures and guidelines are adhered to at all times. These responsibilities will be delivered both directly through your invigilation duties and via your management, during your shift, of the Test Centre. You will be responsible for setting up the necessary testing equipment and dismantling and storing the equipment when testing is complete. The Regional Delivery Associate will strictly adhere to guidelines in accordance with the programme's requirements and Reed in Partnership's policies and procedures.

Your Work Schedule

This position involves supporting our occasional test deliveries from our Lerwick hub to our sites in Mid Yell and Symbister.

These are infrequent delivery sites, requiring you to work only every other month. The role includes travelling and transporting equipment from our hubs at the beginning and end of the testing day, and will involve an early start/late finish due to the travelling involved.

Your day-to-day responsibilities will include:

• The technical set up and set down of IT equipment for test delivery
• Ensuring the site is operationally ready and that staff on shift deliver a high quality, compliant service.
• Performing daily test centre opening and closing procedures
• Supervision, invigilation and efficient delivery of tests to participants, ensuring that relevant procedures and guidelines are adhered to at all times.
• Ensuring all tests / updates for that day have been downloaded at the start of the day and completed tests uploaded at the end of the day.
• Responsible for equipment/kit, reporting any damaged equipment and reordering replacements damaged or used up during the course of your shift
• Reviewing tests and test centre schedules
• Coaching and supporting colleagues
• Providing a high level of customer service
• Checking candidates ID documents and booking them in on the system
• Ensuring the integrity and security of tests are maintained
• Explaining the test process to candidates and supporting with other queries
• Handling and reporting incidents that could impact candidate testing
• Ensuring the test centre meets individual candidate needs in line with the Equality Act and our approach to diversity and inclusion
• Providing management support to the Regional Test Centre Manager as required
• Handling and reporting incidents that could impact candidate testing in line with our incident management procedures.

What's in it for you?

The roles offer long term employment stability and the satisfaction of assisting people at a key moment in their lives. In addition to the competitive hourly rate, an additional £50 shift bonus is paid for each shift worked.

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

• Good eyesight and enough physical stamina and dexterity to be able to pick up / move heavy equipment while connecting IT cabling in line with Manual Handling Training
• Must have the ability to follow plans for laying out and connecting equipment.
• The ability to work effectively independently or under limited supervision.
• Experience of leading or supervising a team.
• Significant demonstrable experience in providing a high-quality customer service both face to face and by telephone, in a target driven environment such as a contact centre or retail environment.
• Comfortable to use a computer and some understanding of IT hardware
• Excellent attention to detail and accuracy
• The ability to work under pressure to short timescales and multitasking to complete a variety of competing activities
• Experience in working with diverse customer groups
• Excellent judgement 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

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 a guaranteed interview scheme for disabled applicants who meet the minimum criteria.