Agent Training and Knowledge Development Lead

17 hours ago


Nottingham, Nottingham, United Kingdom This is an IT support group Full time

The Agent Training and Knowledge Development Lead will be responsible for setting and delivering against a strategy for onboarding, training, and equipping our agents with knowledge for their roles. This role requires strong cross-functional working, experience in training and content management, and a change management mindset.

Job Description:
  • Onboarding Strategy: Define early tenure strategy for customer-facing associates ensuring strong throughput and quality from training.
  • Content Management: Lead the Agent Enablement Team to deliver exceptional, engaging learning content for customer-facing associates across all customer service departments.
  • Training Direction: Influence the direction of agent training through delivery of valuable and innovative training content.
  • Collaboration: Understand the needs of agent training through close partnerships with Customer Operations senior leaders and training teams.
Benefits:
  • A highly competitive salary of £58,000 - £68,000 per annum, dependent on experience.
  • Access to our comprehensive benefits package, including pension scheme, bonus, generous holiday entitlement, and private medical insurance.
  • Flexible working arrangements, including hybrid working model and season-ticket loans.


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