Customer Service Learning Specialist

2 weeks ago

Hatfield, United Kingdom Affinity Water Full time

Are you passionate about personal development and helping others? We’re looking for a dynamic and dedicated Customer Learning Specialist to support our customer facing teams in delivering an exceptional experience through innovative training solutions.

About the Role:

As a Customer Learning Specialist, you will play a pivotal role in ensuring our customer service teams excel through engaging and effective training. You will collaborate with stakeholders within Customer Experience to identify learning needs, design impactful training programs, and drive continuous improvement.

Key Responsibilities:

Training Delivery: Conduct high-quality inductions and upskill training programs covering all aspects of Customer Experience. Needs Analysis: Partner with the Customer Service-Learning Manager, Customer Experience Managers, and external partners to assess learning needs and recommend suitable solutions. Learning Options: Offer diverse learning options that align with individual and team needs, incorporating the 70/20/10 learning principles. Training Design: Create and deliver training materials tailored to various learner preferences. Development: Continuously build knowledge of learning and development approaches and partner with SMEs to design effective training interventions. Scheduling: Coordinate with Resource Planning Teams to schedule training sessions. Evaluation: Capture and analyse competence data to evaluate the effectiveness of learning initiatives. Continuous Improvement: Regularly review and suggest enhancements to learning and development activities. Facilitation: Deliver engaging and high-quality training interventions. Feedback: Provide feedback to managers on ongoing development needs based on training outcomes. Administrative Duties: Manage delegate lists, joining instructions, attendance records, and training records system. Address retraining requirements as needed. Information Sharing: Facilitate the sharing of training information across teams.

What We’re Looking For:

Travel Flexibility: Ability and flexibility to travel between Affinity Water sites as required. Motivation: Self-motivated, able to manage a varied workload, and meet deadlines. Experience: Previous experience in training facilitation is desirable. A passion for learning is essential. Skills: Excellent organisational and time management skills. Proficient in MS Office Suite (PowerPoint, Excel, Outlook). Communication: Excellent spoken and written communication skills, with the ability to quickly build strong working relationships. Design Skills: Creative design skills and excellent attention to detail. Attitude: Positive, proactive, reliable, and enthusiastic about learning and supporting change requests. Teamwork: Ability to work independently and collaboratively as part of a team.

Benefits:

Salary: (dependent on skills and experience). Hybrid role, with the expectations of a minimum two days a week in the office. Hours of work: 37 Learning and development opportunities, including mentoring and a range of formal courses and open learning resources. Entry into the company annual bonus scheme. Annual leave from 24 days rising with length of service, and the option to purchase up to 5 extra days. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%) We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best. Access to our Wellbeing Centre with support for looking after your physical and mental health. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme. Up to 4 Affinity days a year to volunteer in the community. Life Assurance. Disability Confident

If you need any reasonable adjustments and would like to apply in a different format, please do let us know.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.

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