Customer Experience Consultant (Data)
Customer Experience Consultant (Data)
Permanent, Full-Time (35 hours per week)
Salary: £27,000 - £29,000 + benefits package
Home based in England, Scotland or Wales with occasional travel
About the role
This role champions a customer-first culture, ensuring every interaction - from first contact to solution delivery - provides outstanding service. You’ll identify and understand customer needs, resolve enquiries, and collaborate across teams to improve service and brand experience.
Working closely with our End Point Assessment and Commercial Teams, you’ll manage and monitor data, maintaining accurate pipeline information to coordinate resources efficiently and ensure assessments are delivered on time and to regulatory standards.
You’ll also contribute to continuous improvement by identifying opportunities to enhance customer experience, streamline processes, and support our digital transformation journey.
What you'll be doing
- Manage pipeline data and forecast assessment schedules.
- Produce reports using tools such as Excel and Power BI.
- Act as the first point of contact for customer enquiries via email, phone, and live chat.
- Build strong relationships with customers, understanding needs and managing expectations.
- Maintain clear communication with colleagues and stakeholders.
- Meet KPIs, SLAs, and quality standards.
- Support continuous improvement and suggest process enhancements.
- Share customer insights and product feedback across the organisation.
- Complete EAL month-end financial activities.
- Review and improve Customer Experience policies, processes, and systems.
What we’re looking for
- Self-motivated, adaptable, and enthusiastic with a sense of ownership.
- Proficient in Microsoft Office (Teams, Outlook, Excel, Word, PowerPoint) and Adobe.
- Skilled in business intelligence tools such as Power BI, Python, R, SQL, or VBA.
- Strong problem-solving, attention to detail, and communication skills.
- Experience handling complaints and resolving customer issues.
- Excellent time management with ability to meet deadlines and KPIs.
- Experience developing and implementing clear policies and procedures.
Other skills which would be desirable however not needed to apply for the role
- Proficient in data analysis, with strong abilities in data cleansing, transformation, and validation
- Ability to interpret complex regulations, policies, and procedures
- Ability to analyse and report on complex information
Working for EAL/Enginuity Group
We offer a supportive work environment and a comprehensive benefits package. We pride ourselves on being an inclusive place to work for all our colleagues and we want everyone to feel valued and that they can be themselves at work.
Many of our team work flexibly, and we would be happy to talk to you about how this could work for you, please let us know if you are shortlisted for interview so we can discuss this with you.
We welcome discussions regarding reasonable adjustments to support you throughout the recruitment process.
Remote/home based working at Enginuity
Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.
As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.
The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.
Our benefits include:
- Competitive externally benchmarked salaries
- A defined contribution pension (4.5% employer/employee contribution).
- 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
- 3 additional paid days for company shutdown over Christmas and New Year
- A holiday buy scheme - option to buy up 5 days extra days holiday per year
- Life assurance of 2x your salary
- A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
- Paid membership of a Professional Body to support your continuous development.
- An Employee Assistance Programme offering free confidential advice and support
- Wellbeing programmes, access to a free wellbeing website and wellbeing app
- Paid time off to volunteer in your local community or to support wider charitable causes
- A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
- Enhanced maternity, paternity, shared parental, adoption and dependant leave
- Access to training and development opportunities
About Us
The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.
We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:
- support engineering and manufacturing employers in discovering new sources of skills;
- provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
- and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.
Further Information
If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.
We’re unable support UK relocation or to sponsor a visa for this role.
Depending on the volume of applications, the closing date for this position may be extended or brought forward.
- Department
- Operations
- Locations
- UK
- Remote status
- Fully Remote
Colleagues
About Enginuity
Already working at Enginuity?
Let’s recruit together and find your next colleague.
Governance and Assurance Lead - PMO, CI, Risk & Audit
Governance and Assurance Lead - PMO, CI, Risk & Audit
Permanent, Full time: 35 hours per week
Salary: £45,000 to £50,000 + Benefits
Home based in England, Scotland or Wales with occasional national travel
About the role
The Governance and Assurance Lead is responsible for designing, implementing, and overseeing corporate governance functions across the Programme Management Office (PMO), Continuous Improvement (CI), Risk Management, and Internal Audit. This role ensures that strategic and operational programmes are delivered with transparency, accountability, and in alignment with regulatory requirements, risk appetite, and best practice.
Working closely with the senior leadership team, you will ensure risks and potential liabilities are identified, mitigated, and managed effectively across the organisation’s four territories. You will promote a culture of performance, assurance, and continuous improvement, supporting robust compliance and sustainable business practices.
What you’ll be doing
Governance, Assurance, Audit & Compliance Frameworks
- Advise the CEO, ELT, and Heads of Department on governance, regulation, and compliance.
- Develop frameworks of policies, processes, and practices to ensure compliance and mitigate risk.
- Maintain a group-wide risk register and deliver internal audit planning, execution, and reporting.
- Produce dashboards, KPIs, and reports to support informed decision-making.
Programme Management Office
- Oversee governance and process frameworks for programme and project lifecycles.
- Lead change control processes and support project prioritisation, milestone tracking, and stage gate adherence.
- Ensure effective closure of projects, including benefit analysis and lessons learned.
- Maintain up-to-date programme documentation and benefit tracking frameworks.
Continuous Improvement Governance & Risk Management
- Develop and implement a Continuous Improvement strategy aligned with organisational goals.
- Establish CI tools and methodologies and support teams in tracking improvement plans.
- Implement and maintain an enterprise-wide risk management framework, integrating with PMO and CI processes.
- Facilitate risk identification, assessment, and mitigation planning, ensuring clear ownership and escalation.
Stakeholder Management & Leadership
- Build and maintain effective relationships across the organisation to align governance, assurance, and CI activities.
- Provide coaching and training on governance, risk, and improvement practices.
- Undertake governance or assurance projects as required by the ELT or Board.
What we’re looking for
- Demonstrable experience of delivering effective governance in both the charitable and commercial sectors
- Knowledge and experience of Data Protection legislation and good practice
- Previous implementation of risk management systems and frameworks based on good practice
- Demonstrable experience of delivering effective continuous improvement initiatives in both the charitable and commercial sectors
- Knowledge and experience of implementing lean principles, Deming methodologies, and other continuous improvement tools
- Experience using internal audit and other assessments to improve control environments
- A track record in establishing and managing a PMO for a large and complex programme
- Demonstrated experience of working with business/ project leads to develop a KPI framework that aligns to business plan and provide insight on the portfolio through reporting.
- Expert at programme management through appropriate technology –for example Microsoft Project, Excel, Dynamix, PPM Express
Other skills which would be desirable however not needed to apply for the role
- Experience of working with / for Awarding Organisations and End Point Assessment Organisations
- Holds or willing to work towards a degree level (or equivalent) professional qualification
Working for EAL/Enginuity Group
We offer a supportive work environment and a comprehensive benefits package. We pride ourselves on being an inclusive place to work for all our colleagues and we want everyone to feel valued and that they can be themselves at work.
Many of our team work flexibly, and we would be happy to talk to you about how this could work for you, please let us know if you are shortlisted for interview so we can discuss this with you.
We welcome discussions regarding reasonable adjustments to support you throughout the recruitment process.
Remote/home based working at Enginuity
Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.
As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.
The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.
Our benefits include:
- Competitive externally benchmarked salaries
- A defined contribution pension (4.5% employer/employee contribution).
- 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
- 3 additional paid days for company shutdown over Christmas and New Year
- A holiday buy scheme - option to buy up 5 days extra days holiday per year
- Life assurance of 2x your salary
- A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
- Paid membership of a Professional Body to support your continuous development.
- An Employee Assistance Programme offering free confidential advice and support
- Wellbeing programmes, access to a free wellbeing website and wellbeing app
- Paid time off to volunteer in your local community or to support wider charitable causes
- A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
- Enhanced maternity, paternity, shared parental, adoption and dependant leave
- Access to training and development opportunities
About Us
The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.
We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:
- support engineering and manufacturing employers in discovering new sources of skills;
- provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
- and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.
Further Information
If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.
We’re unable support UK relocation or to sponsor a visa for this role.
Depending on the volume of applications, the closing date for this position may be extended or brought forward.
- Department
- Business Services
- Role
- Governance Assurance Lead
- Locations
- UK
- Remote status
- Fully Remote
Colleagues
About Enginuity
Already working at Enginuity?
Let’s recruit together and find your next colleague.
Head of Marketing
Head of Marketing
18-month Fixed Term Contract – Maternity Cover
Full time: 35 hours per week
Salary: £63,000 to £66,000 + benefits package
Home based in England, Scotland or Wales with occasional national travel
About the role
The Head of Marketing will be accountable for working with key stakeholders across the Enginuity Group to develop and execute marketing strategies to promote Enginuity Group and its products/services and enable the business to achieve its strategic goals. This role requires a creative, data-driven, and collaborative professional with a proven track record in marketing strategies and approaches. The Head of Marketing will be responsible for managing a team of marketing specialists and ensuring the successful implementation of marketing campaigns to drive brand awareness, customer acquisition, and revenue growth. This role will lead the marketing department to deliver the marketing strategy, supporting the business to achieve our ambitious business plans and strategic objectives.
What you’ll be doingStrategy Development
- Collaborate with key stakeholders to develop and refine and deliver the overall marketing strategy for Enginuity and EAL ensuring alignment with Charitable Objects, business objectives and target audience needs audience needs.
Customer Acquisition
- Develop greater understanding of target markets and new opportunities through insight, analytics and data.
- Mapping Customer Journeys and identifying customer touchpoints to understand moments of truth and pain points with the business.
Campaign Planning and Execution
- Lead the planning and execution of integrated marketing campaigns across various channels, including digital, social media, email marketing, content marketing, and traditional advertising.
Channel Management
- Ensure content is aligned to strategy and channel including website, socials, traditional channels.
- Drive best practice on our digital channel approach and align ongoing web development to our strategy.
Market Research
- Conduct market research and competitor analysis to identify opportunities, trends, and potential threats to the business.
- Use data-driven insights to make informed marketing decisions.
Budget Management
- Manage the marketing budget, allocate resources effectively, and monitor expenses to ensure cost-effective campaign execution.
Content and PR Strategy
- Develop and oversee the content marketing and PR strategy in partnership with the Content Lead and PR Consultant.
- Ensure SEO is part of the strategy and outputs delivers against our marketing plans and wider business needs.
Performance Analysis
- Analyse marketing campaign performance using key metrics and KPIs.
- Using insights to refine strategies and improve campaign effectiveness continually.
Brand Management
- Ensure brand consistency across all marketing materials and channels and safeguard the company's reputation.
- Identify opportunities to showcase and maximise our brand at leading industry events and across digital platforms.
- Create a strategy to recognise our people, the achievements and contributions to Education, Skills and the Engineering and Manufacturing sectors.
Stakeholder Collaboration
- Collaborate with cross-functional teams, including sales, policy, charity, engagement, product development, and customer support, to ensure marketing initiatives align with overall business goals.
Vendor and Agency Management:
- Work in partnership across our relationships with external marketing agencies, freelancers, and vendors to meet delivery successful campaigns or projects.
- This includes long-term management of our PR consultant.
Leadership
- Role model our values and behaviours, and develop the marketing team
What we’re looking for
- Proven experience in a Marketing Manager, Head of Marketing or similar position
- Demonstrable experience of developing and executing Marketing Strategies
- Proficiency in marketing tools, CMS, web development and analytics platforms
- Ability to generate and interpret key metrics to get insight into the health of a brand's community.
- Exceptional communication skills, both written and verbal.
- Strong project management skills
- Proven experience of working with external PR resource to deliver effective campaigns
- Experience of leading a Marketing function through a team of marketing specialists and agencies
Other skills which would be desirable however not needed to apply for the role
- Marketing Degree or equivalent qualification
- Experience managing or collaborating on policy communication campaigns
Working for EAL/Enginuity Group
We offer a supportive work environment and a comprehensive benefits package.
Equity, diversity and inclusion are integral to everything we do, and we are committed to being an inclusive workplace where all colleagues feel valued and able to be themselves. We actively encourage applications from people of all backgrounds, identities and experiences.
Many of our team work flexibly, and we would be happy to discuss how flexible working could work for you and the business. If you are shortlisted for interview, please let us know so we can explore this together.
We also welcome discussions about any reasonable adjustments that may support you throughout the recruitment process.
Remote/home based working at Enginuity
Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.
As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.
The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.
Our benefits include:
- Competitive externally benchmarked salaries
- A defined contribution pension (4.5% employer/employee contribution).
- 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
- 3 additional paid days for company shutdown over Christmas and New Year
- A holiday buy scheme - option to buy up 5 days extra days holiday per year
- Life assurance of 2x your salary
- A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
- Paid membership of a Professional Body to support your continuous development.
- An Employee Assistance Programme offering free confidential advice and support
- Wellbeing programmes, access to a free wellbeing website and wellbeing app
- Paid time off to volunteer in your local community or to support wider charitable causes
- A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
- Enhanced maternity, paternity, shared parental, adoption and dependant leave
- Access to training and development opportunities
About Us
The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.
We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:
- support engineering and manufacturing employers in discovering new sources of skills;
- provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
- and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.
Further Information
If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.
As part of our commitment to diversity, equality, and inclusion, you’ll receive our Equal Opportunities Survey. We’d greatly appreciate it if you could take a few minutes to complete it - it helps us monitor and improve our recruitment practices.
We’re unable support UK relocation or to sponsor a visa for this role.
Depending on the volume of applications, the closing date for this position may be extended or brought forward.
- Department
- Business Services
- Locations
- UK
- Remote status
- Fully Remote
About Enginuity
Already working at Enginuity?
Let’s recruit together and find your next colleague.
Senior Regulatory Compliance & Incident Officer
Senior Regulatory Compliance & Incident Officer
Permanent, Full time: 35 hours per week
Salary: £40,000 to £45,000 + Benefits
Home based in England, Scotland or Wales with occasional national travel
The Senior Regulatory Compliance & Incident Officer is an operational role reporting to the Regulatory Compliance & Incident Manager. Candidates must have experience working within an Awarding Organisation or End-Point Assessment Organisation (EPAO), specifically as part of a regulatory compliance team.
While this position does not have formal line management responsibility, the Senior Officer is expected to matrix manage and mentor other team members to enhance capability. The role involves supporting the Manager in overseeing complex incidents, driving continuous improvement initiatives, leading on high-impact incidents, contributing to policy development, and playing a key part in stakeholder engagement and regulatory reporting.
What you’ll be doing
You’ll take the lead when it comes to investigating complex or high-impact incidents — gathering evidence, speaking to those involved, and pulling the facts together clearly and systematically. You’ll also be someone colleagues turn to for advice: whether that’s interpreting regulatory requirements, understanding what good compliance looks like, or helping teams manage potential risks.
Throughout the project lifecycle, you’ll help teams understand regulatory expectations, assess risk, and make sure compliance is built in from the start. You’ll also support our audit activity — coordinating with different teams, preparing documentation, and making sure actions are followed through.
Notifiable events will be another core part of your role. You’ll take ownership of the more complex cases, ensure root cause analysis is completed, and make sure corrective actions are put in place. Throughout this, you’ll keep the Manager updated so that we maintain transparency and meet all regulatory requirements.
Building strong relationships will be key. You’ll work with colleagues across the business, external partners, and regulators — sometimes representing EAL at meetings or industry events. You’ll also help us keep improving: spotting opportunities to make our processes work better, leading or supporting improvement initiatives, and contributing to training that helps embed best practice.
You’ll support the identification of compliance and governance risks, help develop mitigation strategies, and contribute to regular reviews to keep our risk picture up to date. You’ll also play a role in shaping our policies and procedures, ensuring they’re clear, compliant, and aligned to regulatory expectations.
Finally, training and mentoring will be part of your day-to-day work. You’ll help onboard new colleagues, deliver training to strengthen regulatory understanding, and support other officers as they grow professionally. Additionally, you’ll be responsible for producing accurate compliance reports, analysing incident and audit data, and highlighting trends that support better decision-making.
What we’re looking for
You’ll have experience in delivering or developing qualifications within an AO or EPA environment. As well as this you will be confident communicating clearly and professionally — whether you’re drafting regulatory reports, documenting incidents, or shaping policies and processes.
We’re looking for someone who already has experience leading complex investigations and managing compliance obligations in an AO or EPAO setting. Being able to build strong relationships is crucial — especially when it comes to influencing, negotiating, and working closely with regulators and internal stakeholders.
We’re also looking for someone who has supported or mentored others before, and who can demonstrate their ability to help colleagues strengthen their skills and confidence. You’ll have experience in leading investigations, delivering compliance or governance-focused change initiatives and will be able to show how you’ve worked collaboratively across teams.
You’ll be educated to Level 5/degree level (or equivalent) and bring a strong, practical understanding of Ofqual and other regulatory frameworks, and know how they’re applied in real AO/EPAO contexts.
It would be great (but not essential) if you also have
Any qualifications related to compliance, risk, or similar fields, along with experience in regulatory audits or reporting. If you have experience delivering training sessions or workshops this will be advantageous.
Working for EAL/Enginuity Group
We offer a supportive work environment and a comprehensive benefits package.
Equity, diversity and inclusion are integral to everything we do, and we are committed to being an inclusive workplace where all colleagues feel valued and able to be themselves. We actively encourage applications from people of all backgrounds, identities and experiences.
Many of our team work flexibly, and we would be happy to discuss how flexible working could work for you and the business. If you are shortlisted for interview, please let us know so we can explore this together.
We also welcome discussions about any reasonable adjustments that may support you throughout the recruitment process.
Remote/home based working at Enginuity
Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.
As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.
The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.
Our benefits include:
- Competitive externally benchmarked salaries
- A defined contribution pension (4.5% employer/employee contribution).
- 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
- 3 additional paid days for company shutdown over Christmas and New Year
- A holiday buy scheme - option to buy up 5 days extra days holiday per year
- Life assurance of 2x your salary
- A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
- Paid membership of a Professional Body to support your continuous development.
- An Employee Assistance Programme offering free confidential advice and support
- Wellbeing programmes, access to a free wellbeing website and wellbeing app
- Paid time off to volunteer in your local community or to support wider charitable causes
- A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
- Enhanced maternity, paternity, shared parental, adoption and dependant leave
- Access to training and development opportunities
About Us
The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.
We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:
- support engineering and manufacturing employers in discovering new sources of skills;
- provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
- and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.
Further Information
If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.
As part of our commitment to diversity, equality, and inclusion, you’ll receive our Equal Opportunities Survey. We’d greatly appreciate it if you could take a few minutes to complete it - it helps us monitor and improve our recruitment practices.
We’re unable support UK relocation or to sponsor a visa for this role.
Depending on the volume of applications, the closing date for this position may be extended or brought forward.
- Department
- Governance, Assurance and CI
- Locations
- UK
- Remote status
- Fully Remote
Colleagues
About Enginuity
Already working at Enginuity?
Let’s recruit together and find your next colleague.
IT Service Delivery Lead
IT Service Delivery Lead
Permanent, Full time: 35 hours per week
Salary: £36,500 - £41,500 + benefits
Home based in England, Scotland or Wales with occasional national travel
About the role
As the IT Service Delivery Lead, you’ll ensure Enginuity Group’s internal users and customers receive a smooth, efficient IT service experience. You’ll collaborate with teams and leaders across the business to understand priorities, identify issues, and drive continuous improvement in IT services and strategy.
This role will be pivotal in system implementation projects, ensuring a seamless handover from delivery to day-to-day operations and that IT Service Teams are fully prepared to support new systems. You’ll also manage our third-party IT service providers, holding them accountable to deliver best-in-class service within agreed SLAs, and regularly meet with internal system owners to ensure their systems run smoothly with no unresolved issues.
What you’ll be doing
In this role, you’ll be central to delivering a seamless IT experience across Enginuity. You’ll ensure new starters have the right hardware and applications for a smooth onboarding experience and manage the leaver process to revoke access securely and efficiently. You’ll also lead the management of our IT Service Desk and other IT providers, ensuring tickets are resolved promptly, SLAs are met, and services remain consistent and high-quality.
Additionally, this role will handle incident and request escalations, leading service delivery meetings, and overseeing operational readiness for new systems, ensuring IT teams are fully prepared to support operations from day one. On top of this you’ll produce monthly IT service performance reports, manage IT contracts and subscriptions to avoid disruption, as well as maintaining key systems such as Active Directory, Office 365 and Intune, keeping the IT knowledge base up to date. Supporting ongoing training and contributing to this will be important in this role as well as to wider IT projects to ensure colleagues make the most of our technology and services.
What we’re looking for
First and foremost, you’ll have demonstrable experience in a lead role within an IT Service team as well as experience working with a busy helpdesk. We’re looking for strong customer service skills: you’ll be able to listen and understand, offering a proactive approach to resolving problems. Good troubleshooting skills are essential to success in this role, with the ability to acquire the understanding of a problem or situation quickly.
Experience of working with Active Directory, EntraID, Office 365 and Intune, as well as deep knowledge of Office 365 apps, SharePoint, Teams, Forms and Power Automate is important. Along with the ability to analyse information/data and suggest new ways of working to improve IT services & the ability to plan and implement changes. Finally, we’re looking for experience in ITIL implementation and application of processes and standards for managing the provision of IT services in line with customer expectations.
Other skills which would be desirable however not needed to apply for the role
Ideally you’ll be ITIL certified, or have experience at this level, as well as experience of working in an Awarding Organisation, though these are not essential.
Working for EAL/Enginuity Group
We offer a supportive work environment and a comprehensive benefits package.
Equity, diversity and inclusion are integral to everything we do, and we are committed to being an inclusive workplace where all colleagues feel valued and able to be themselves. We actively encourage applications from people of all backgrounds, identities and experiences.
Many of our team work flexibly, and we would be happy to discuss how flexible working could work for you and the business. If you are shortlisted for interview, please let us know so we can explore this together.
We also welcome discussions about any reasonable adjustments that may support you throughout the recruitment process.
Remote/home based working at Enginuity
Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.
As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.
The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.
Our benefits include:
-
Competitive externally benchmarked salaries
-
A defined contribution pension (4.5% employer/employee contribution).
-
25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
-
3 additional paid days for company shutdown over Christmas and New Year
-
A holiday buy scheme - option to buy up 5 days extra days holiday per year
-
Life assurance of 2x your salary
-
A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
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Paid membership of a Professional Body to support your continuous development.
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An Employee Assistance Programme offering free confidential advice and support
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Wellbeing programmes, access to a free wellbeing website and wellbeing app
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Paid time off to volunteer in your local community or to support wider charitable causes
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A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
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Enhanced maternity, paternity, shared parental, adoption and dependant leave
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Access to training and development opportunities
About Us
The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.
We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:
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support engineering and manufacturing employers in discovering new sources of skills;
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provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
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and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.
Further Information
If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.
As part of our commitment to diversity, equality, and inclusion, you’ll receive our Equal Opportunities Survey. We’d greatly appreciate it if you could take a few minutes to complete it - it helps us monitor and improve our recruitment practices.
We’re unable support UK relocation or to sponsor a visa for this role.
Depending on the volume of applications, the closing date for this position may be extended or brought forward.
- Department
- I.T Systems and Services
- Role
- IT Service Delivery Lead (Enginuity)
- Locations
- UK
- Remote status
- Fully Remote
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