Customer Contact Centre Training Manager

4 weeks ago

Durham, United Kingdom Northumbrian Water Full time

About the role

Do you have a passion for developing others through knowledge management systems? We have an exciting opportunity to join our People team as our Customer Contact Centre Training Manager. Internally this role is known as E-Learning and Knowledge Manager

Working with colleagues you will develop learning solutions including e learning in our customer service environments. This means you will provide an outstanding customer service, creating a culture of empowerment through learning, utilising a range of materials, and learning technologies.

In addition, you will be responsible for the creation and management of our training content for our technical systems. This includes Genesys cloud and our Customer Care & Building system (CC&B).

The successful candidate will have line management responsibility. This means you will lead the training team to provide a range of solutions to meet business needs and ensure the team is providing return on investment.

You will support the Customer Directorate, HR and IS to deliver the Customer Directorate on their training requirements, liaising with stakeholders on the best training solution to fulfil their needs.

Please note, for the purposes of advertising you will find this role is advertised in 2 separate locations, however there is only 1 role.

About you

If you have experience working with innovative knowledge management solutions, then we want to hear from you.

You will have a successful track record and practical experience delivering high levels of competence through knowledge management system and e learning training. This means you will have experience managing, supporting, and developing individuals and teams to ensure they are achieving their best.

You will be experienced building e learning solutions, understanding the importance of building competency through skills matrices and the assessment of learning.

Innovation is at the heart of everything we do, which means you will demonstrate creativity, building a strong network of collaborative relationships to make recommendations and improvements. This means you will actively listen and build strong connections.

This role is suited to an individual who is adaptive and flexible, adjusting workload to accommodate emerging priorities. You will translate technical knowledge to learning into memorable learning experiences, complemented by value-adding reporting. Previous experience in the management and creation of both knowledge management and e-learning is strongly desirable.

Interviews will take place online/in person on 24th October.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

About us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, and that female candidates are less likely to apply if they don’t have the full range of skills, however if you have some of the skills listed, we 'd encourage you to apply.

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues.

Benefits to include, here’s just a few of them:

Enhanced maternity pay Enhanced annual leave with additional special leave for Christmas Eve and New Year’s Eve Company pension scheme Digital GP Award winning wellbeing website Employee Assistance Programme Life assurance Qualification loans Professional subscription Buy and sell annual leave Discounts and cashback offers

Please note this role may require a DBS to be completed prior to employment

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