Customer Operations Training Manager
6 months ago
Equal Opportunities
At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.
Who we are
At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.
We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.
Role responsibilities
We are currently recruiting for a Customer Operations Training Manager to manage the Customer Operations (Stations) and catering training and ensure the design, delivery and quality of learning & development meets all the requirements including industry and legislative compliance and standards.
Responsibilities to include but are not limited to.
Provide leadership of the Customer Operations training team. Establish a culture that encourages individuals to take responsibility for continuously improving their own skills, behaviours 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.Who we’re looking for
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 organisational skillsWelsh 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. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.
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