Head of Agent Enablement Specialist

5 days ago


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

The Head of Agent Enablement Specialist will play a pivotal role in driving the strategy for onboarding, training, and equipping our agents with knowledge for their roles. This position requires strong cross-functional working, experience in training and content management, and a change management mindset.

Key Responsibilities:
  1. Define Early Tenure Strategy: Ensure strong throughput and quality from training programs.
  2. Lead Agent Enablement Team: Deliver exceptional, engaging learning content for customer-facing associates across all customer service departments.
  3. Influence Training Direction: Deliver valuable and innovative training content to drive agent performance.
  4. Understand Agent Needs: Close partnerships with Customer Operations senior leaders and training teams.
  5. Lead Content Designers: Design and deliver content to customer-facing associates.
  6. Ensure Data-Driven Insights: Maintain, update, and improve current agent knowledge platforms, systems, and content.
  7. Experience and Skills: Proven team leadership skills and experience in similar agent training or knowledge roles.
What We Offer:
  • A competitive salary of £55,000 - £65,000 per annum, depending on experience.
  • Opportunities for career growth and professional development through Capital One University training programs.
  • Access to core benefits, 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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