Customer Operations Training Manager

4 weeks ago

Cardiff, Cardiff, United Kingdom Transport for Wales Full time

About the Role

We are seeking a highly skilled Customer Operations Training Manager to join our team at Transport for Wales. As a key member of our organization, you will be responsible for managing the Customer Operations (Stations) and catering training, ensuring the design, delivery, and quality of learning & development meets all the requirements, including industry and legislative compliance and standards.

Key Responsibilities

  • Provide leadership of the Customer Operations training team, establishing a culture that encourages individuals to take responsibility for continuously improving their own skills, behaviors, and performance, and maintaining their required competence.
  • Provide a start-to-end (fully competent) training for trainees.
  • Ensure the best learning & development service is provided to our customers and stakeholders, and learning is embedded in the workplace.
  • Support the business strategy & the Workforce planning and Operational training team by managing all elements of commercial training, including the training plan and required statistics.
  • Support, coach, and ensure quality monitoring encourages feedback that enables high-quality design, delivery, and other outputs.

Requirements

  • Experience of designing, delivering, evaluating, and reviewing learning and development material.
  • Great leadership & people management skills.
  • Computer literate in Word, Excel, PowerPoint, Outlook.
  • Willing to work towards, or holds, a relevant learning and development or trainer qualification.
  • Excellent planning and organizational skills.

Welsh Language Skills

The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role. Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve, and maintain their Welsh Language skills.

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