Manager, CS Learning

4 weeks ago

London, United Kingdom SquareTrade Full time

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

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

Experience of working with CRMs (such as Salesforce)

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