Agent Training and Knowledge Development Lead
17 hours ago
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.
- 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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Head of Agent Enablement and Knowledge Manager
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