Role Overview
The role of the Quality and Training Manager offers the exciting opportunity for an enthusiastic person to be part of a modernised approach to handling email and telephone contact as well as other potential channels of communication with our customers. Key responsibilities include training delivery and quality assurance framework, producing insightful reports to inform continuous improvement, and presenting findings and recommendations to the wider leadership team. Your strategic thinking, strong organisational skills, and excellent communication will be essential in aligning learning delivery with business goals.
Reporting
Reporting to the Operational Delivery Lead, the role includes direct line management of an EO Learning and Development Officer.
Travel
This role will require regular travel and overnight stays to CST sites to support face to face training delivery. Candidates are expected to demonstrate flexibility to meet that requirement.
Responsibilities
* The direct management of the Learning and Development Officer, to provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.
* To develop, manage, and oversee the training programmes across CST, including cross skilling within existing team, new starters, and creation of training plans.
* To be responsible for the development and maintenance of the audit regime.
* To be responsible for the development, maintenance and delivery of team and individual training plans, including leading the development and delivery of new training initiatives as required.
* To oversee and support the delivery of central training for the Customer Service Team, including induction programs; maintain the Skills Matrix; and assist the Learning and Development Officer with training delivery as required.
* To collaborate with the Senior Office Manager and Office Managers to promptly identify performance issues arising from knowledge or skill gaps and take proactive, adaptive measures to address them.
* Monitor the effectiveness of training programmes – regularly evaluate and review training materials, delivery methods, and trainers to ensure they meet standards expected, ensuring they remain relevant, up-to-date, and effective.
* Create and maintain a training resource library within the Knowledge Hub to cover all business areas covered by CST, working closely with key stakeholders and trainers to ensure process guides are up to date.
* Produce regular training reports, including quality performance metrics, quality evaluations, and audit findings.
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