Operations Training Coordinator

4 weeks ago


United Kingdom DiverseJobsMatter Full time

We are currently recruiting for an Operational Learning and Development Manager to join our team in Edinburgh on a full-time, permanent basis. You’ll have the exciting opportunity to join our operational learning and development team within our supporting Customer Service teams. This role will be leading and inspiring our team in Edinburgh currently consisting of Quality Analysts, Team Coaches, Trainers and working with the other Learning & Development teams. You will support our people to deliver the very best customer service in the most efficient way. This will be through interaction assessments, Coaching Sessions, Training sessions and other Learning and Development activities.

You will be responsible for the day-to-day operation of the Edinburgh L&D team, having line management and performance responsibility. You will be solely responsible for coaching delivery. Working alongside the Quality Coaching Team Manager and Training Development Manager through a matrix management approach to training delivery and quality assurance.

You will help lead the team to deliver a service that underpins the company values, protects the customer conversation and supports the achievement of the corporate business objectives.

You will be experienced in developing others, leading and motivating teams and delivering industry leading customer experience, ideally in a Contact Centre environment. You will be experienced in all aspects of the Learning Cycle and consider yourself to be an expert in either Coaching or Quality assurance.
You will excel at relationships. You will be confident in the use of Microsoft Office programmes including Outlook, Excel and other business tools


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