Global Training Lead

3 weeks ago

London, United Kingdom Deliveroo Full time

The Global Central Training Team

Global Training Lead

The Deliveroo Care team, based in London, centrally manages our global Customer Care and Commercial Operations which includes Workforce Management, Training, Quality, Policy & Automation, and Care Performance for our live and back-office support for consumers, riders and restaurants, as well as technical and logístical Operations. With a company as big as Deliveroo, we have a number of contact centres based around the globe to support all our markets and multiple languages

This role reports directly to the Global Learning and Development Manager. We see this as a central and influential role that is essential to developing and maintaining our learning program and content across our inhouse and outsource partners.

As the Global Training Lead you will

Build and maintain training content globally in a variety of formats (e-learning, ILT, assessments, microlearning, workshops etc)
Drive continuous improvement through analysis of data and identify what areas need to be trained next
Ensure all content is written in an engaging and accessible manner for the relevant audience, with consistent tone of voice, style and key messaging across markets
Draft training deployment plans and consult with regional teams for rollout
Maintain updated records of training curriculum and upskilling training material
Work closely with our Policy team to ensure content is relevant and updated
Deliver Train the Trainer sessions across our inhouse and outsource partners as needed
Deliver Care induction and continuous improvement training as needed
Support Care functions to identify problems and recommend strategies for training solutions
Work on department projects that require Training expertise
Support the maintenance of the LMS and e-learning activities
Work closely with our partners in scheduling Trainings and track completion and effectiveness
Facilitate our internal Care experience sessions

**We are looking for someone who has**:
Some training experience in L&D/ Training background within a Customer Service industry
Knowledge of Learning Management Systems (LMS)
Prior experience producing e-learning material in a concise and engaging manner for a global audience
A solid background in the design, development and implementation of training for Customer Care from self-directed digital content to learning journeys across face-to-face, virtual and digital
Be comfortable using industry-standard software and languages for E-learning (Google docs, Office, Articulate, Rise, etc).
Excellent communication skills (written and verbal), with the ability to influence others in a cross-functional setting
Ability to write effective copy, instructional text, audio scripts/video scripts
Confident in leading/owning learning projects end-to-end
Proficiency designing, developing, and delivering engaging learning solutions including game-based learning, video, micro-learning, simulations
Proficiency in converting already written content by a partner (policy, manuals, toolkits) and turning it into e-learning or ILT materials

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

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