This is an exciting opportunity to bring your passion and learning expertise to life by engaging, inspiring and developing colleagues across the business. You will play a key role in sharing knowledge in critical areas that underpin the delivery of excellent customer service.
In this role, you will design and deliver high-quality learning solutions, ensuring our people are confident, capable and equipped to fulfil their role requirements. Your work will directly enable our teams to deliver outstanding service in a fast-paced contact centre environment.
Responsibilities
- Work as part of a Training team to deliver best-in-class learning and development solutions to our colleagues, including both technical and soft skills.
- Support the design of learning content to deliver inductions, bridge skill gaps and develop talent.
- Deliver learning using a range of techniques including structured classroom delivery, facilitation, coaching, mentoring, video, audio, and online tools.
- Provide constructive, timely feedback to improve performance, including behaviours.
- Have experience working within a customer-led environment with constantly changing priorities.
- Strong knowledge of learning and development principles and practices.
- Excellent communicator with a passion to share knowledge with others.
- Support and steer the design and development of learning content to deliver inductions, bridge skill gaps and develop talent.
- Develop great working partnerships with other support areas, planning and quality to deliver fit‑for‑purpose solutions that drive performance improvement.
- Manage the skills development and performance of new agents during induction and up‑skilling of existing staff, working effectively in partnership with Team Managers.
Qualifications & Skills
- Strong knowledge of learning and development within a customer‑led environment and an understanding of the importance of learner experience.
- Ability to provide constructive, timely feedback to improve performance, including behaviours.
- Strong stakeholder management skills.
- Experience of working with constantly changing priorities and the flexibility to meet the needs of the business and learners.
- Excellent communication skills and a passion to share knowledge with others.
Benefits
- Competitive salary up to £50,000 per annum, depending on experience.
- Annual Leave – 26 days holiday per year (increasing to 28 with length of service), plus bank holidays.
- Performance‑related pay plan directly linked to company performance measures and targets.
- Generous pension scheme through AON.
- Access to a range of benefits to support health, wellbeing and finances.
