Technical Assessment Team Leader

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.

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.

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.

• 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…