Learning & Development and Communications Coordinator

As a Learning & Development and Communications Coordinator you'll play a key role in supporting the effective delivery of high quality training and communications within our Outsourced Contact Centre and service providers.

You will be an ambassador for the Morrisons brand and an advocate for high quality training and communications to enable service excellence across all customer contact channels, by ensuring customer service advisors are equipped with the knowledge and skills to perform their roles effectively.

You will be accountable for creating, designing and updating engaging multi-media training materials for customer service advisors within the Contact Centre to help serve our customers better. Always utilising your creative flair to apply different mediums to training materials including video, animation and voiceover, choosing the most applicable method to make each piece of content meaningful and applicable.

As well as updating key business processes and associated learning materials, you will create, design and deliver clear, timely communications that align with operational and business needs.

This position follows a 5 day working week, 3 days office based.

Hilmore House, our head office, offers convenient amenities, including a subsidised on-site restaurant, coffee shop, convenience and sample store, a prayer room, free parking, and frequent company wide events and promotions.

Applicants should live within a reasonable commuting distance of our office.

Some of your responsibilities will include:

• Design, create and update training materials, presentations and guides
• Maintain the internal knowledge base materials (Ways of Working) so it is both up to date and accessible, ensuring that all updates have reflected in any transformation AI tools in a timely manner
• Collaborate with our outsourced Contact Centre service provider to design, create and validate either new or updated induction materials for all our lines of business and key services
• Onboard our new Contact Centre service providers from a Morrisons induction perspective, re-writing induction materials along with on-site physical delivery of the Morrisons brand, tone of voice and customer personas training for the initial launch of our new Contact Centres
• Communicate all relevant business changes, news and updates to the Contact Centres via agreed governance communication protocols
• Create, draft, schedule and distribute all communications in a creative, engaging style, using various different mediums to publish content, based on content provided by the business, subject matter experts or leadership
• Create from scratch multi-media content (eg: filming in store, voice-over artist to slides, videos) to bring the training content to life for front line customer service advisors to enhance understanding and knowledge retention
• React to urgent daily operational communication requirements from the business to our outsourced Contact Centre
• Interact with internal business stakeholders to gather and interpret input for longer term communications (by maintaining a communications calendar to coordinate process/systems changes and seasonal updates)
• Work closely with the Quality Coach and wider Insight team to ensure that training opportunities and gaps are identified and acted upon, recommending appropriate learning & development interventions/formats required for onward leadership approval

About You
We've built an incredibly diverse business, and we're working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we're looking for someone who has:

• Experience in creating and designing creative training materials from scratch
• Exposure to internal communications or content creation tools would be advantageous
• Previous Contact Centre or internal communications experience (preferably in the retail sector)
• Proficient in content creation tools, including Canva to build creative and engaging multi-media learning interventions
• Detailed systems knowledge of utilising Customer Relationship Management to be able to design associated training materials and communications clear articulation
• Excellent written communication skills with the ability to simplify information
• Ability to self manage, prioritise and multitask, often working under pressure and to very tight deadlines, supporting the wider team deliverables
• Attention to detail and strong organisational skills
• Ability to create engaging and interactive multi-media content to engage customer service advisors through greater understanding and inspire knowledge retention

About Us

• 15% colleague discount in our stores and online, plus 10% for a friend/family member
• Generous holiday entitlement
• A range of family friendly policies including Maternity, Paternity, Adoption, Neonatal and Fertility leave
• Perks with over 850 retailers