WE ARE

The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com

The Competence & Compliance (C&C) Department plays a central role in enabling both businesses and individuals within the building engineering services sector to achieve, maintain, and evidence high standards of professionalism. Through a comprehensive range of schemes, products, and services, we provide the mechanisms by which individuals can demonstrate competence and businesses can prove compliance. Our work ensures these principles remain the foundation of industry best practice, supporting organisations to meet regulatory obligations and championing excellence across the sector.  

ABOUT THE ROLE

The Team Leader will oversee the day-to-day operations of the SKILLcard function, ensuring the smooth delivery of services and a consistently positive customer experience. The role is responsible for leading and supporting the team while fostering a culture that reflects our behaviours of accountability, care, agility, customer empathy, continuous improvement, and commerciality. We provide a hybrid working model, where employees can divide their time between working from home (2–3 days) and working in the office (2–3 days) each week on completion of all necessary training, creating a balance of flexibility and collaboration.

KEY DUTIES

The role is both broad and diverse, in particular the key duties include:

• Lead the team of Customer Service Executives, managing and authorising annual leave while balancing staffing requirements, demonstrating accountability and care.
• Undertake all OKRs and performance reviews, coaching and developing the team to support continuous improvement and wellbeing.
• Assume first-line escalation responsibility for complex customer queries, including refund requests, responding with customer empathy and agility.
• Co-ordinate projects involving the team as required, ensuring effective delivery and promoting continuous improvement.
• Supervise and report on SKILLcard provider or supplier contracts in line with BESA financial requirements and processes, maintaining commerciality and accountability.
• Develop and maintain appropriate relationships with all third-party providers and suppliers, demonstrating care and commercial awareness.
• Lead the ongoing data supply in support of all SKILLcard reports, ensuring accuracy and accountability.
• Provide monthly updates to management to evidence progress against Key Performance Indicators, supporting continuous improvement.
• Carry out and complete internal audits to ensure the team’s operations comply with SKILLcard processes and procedures, maintaining accountability and promoting continuous improvement.
• Support line management with administrative functions related to financial reporting and the provision of secretariat services, demonstrating care and accountability.
• Undertake any other duties deemed reasonable by the Association, adapting flexibly to business needs and showing agility and continuous improvement.

ABOUT YOU

Skills & Knowledge - Essential

• Strong leadership with the ability to influence and collaborate effectively across functions, demonstrating accountability and care.

• Comprehensive knowledge of the sector, applying commercial awareness to support informed decision-making.
• Highly developed communication, external liaison, and networking skills, showing customer empathy in all interactions.
• Proficient in the use of office equipment and relevant software programs, including Microsoft Office (Word, Excel, PowerPoint, Outlook), web databases, and CRM systems, supporting continuous improvement in workflows.
• Hold a full UK driving licence, enabling agility in fulfilling role requirements.

Skills & Knowledge – Desirable

• Knowledge of the building and engineering services industry and facilities management sectors
• An understanding or interest in the skills development sector
• An understanding and knowledge of the apprenticeship and vocational qualification market

Personal Attributes - Essential

• Strong awareness of confidentiality and data protection issues, reflecting accountability and care.
• Understanding of regulatory requirements, ensuring compliance and accountability.
• Proven ability to work effectively within a team, fostering care and collaboration.
• Ability to use initiative and act independently, demonstrating agility and accountability.
• Motivation to exceed the expectations of internal and external stakeholders, showing customer empathy and commerciality.
• Willingness to take on new challenges and adapt to changing demands, reflecting agility and continuous improvement.
• Ability to travel within the UK, demonstrating agility in meeting organisational needs.

Closing date: 22nd October 2025

Interview dates will be arranged directly with shortlisted candidates

Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!