Company Description

Reporting to the Head of Change & Development, the CS Learning and Development Manager  will play a key role in our ongoing Customer Operations transformation.

You will be the primary owner of the L&D roadmap for 2024 and beyond, with overall responsibility for the delivery of our training initiatives for our outsourced customer service centres. Your key initial focus will be to redesign our current induction & nesting phase, with a long term focus on reducing speed to competency in the contact centre through improving our overall training and support approach.

As part of this, you’ll work as an expert to support the delivery and implementation of high standard learning, and oversee the planning, design, build and delivery of all content. You’ll also support the Head of Change & Development with our CS Knowledge Strategy, identifying operational improvements & sharing recommendations to support a holistic review of our overall learning & support experience.

Job Description

• Central ownership for delivery of the L&D 2024 roadmap & beyond

• Develop & design a revised induction programme to drive efficiency within our current onboarding programme through initial training, accreditation and nesting.

• Provide regular reporting on our Continuous Professional Development (CPD) completion within CS and liaise with our CS Partner to identify any risks

• Lead the creation of all new training and closely collaborate with Head of Change & Development on 2024 Knowledge Base Strategy

• Provide feedback on training delivery provided by our CS partner(s), driving & maintaining a high standard learning experience

• Supporting the wider communications strategy and knowledge base expansion within our CRM

• Innovative, forward thinking and creative individual, passionate about helping people learn and grow

• Significant experience with effective learning and development methods

• Good knowledge of e-learning tools and practices 

• Strong collaborative and interpersonal skills; ability to build effective working relationships with internal and external parties

• Customer Service / Contact Centre Learning and Development best practice 

• Able to work with a high degree of independence and exercise good judgment

• Experience of and ability to use technical learning resources to design and implement e2e projects / programmes 

• Experienced in training delivery and design, ideally in an operational environment

• Experience of working with an outsource partner & delivering impactful training

• Experience of working within an L&D role at a managerial level

Qualifications

Essential:

• Degree level educated

• Experience of working with html LMS platforms & content creation software e.g. Articulate Rise, Storyline.

• Certificate in L&D Practice (or Working towards/have relevant professional qualification or equivalent relevant experience)

• Customer service/contact centre knowledge

Desirable:

• Experience of working with CRMs (such as Salesforce)

• Insurance Regulation (FCA etc.)