Learning & Development Manager - Contact Centre

Do you want to add value on a day to day basis?

Following a successful contract win in late 2023 from one of the UK’s largest and most trusted financial service providers, we will provide both contact centre and administrative solutions to help assist its 25 million customers. Specifically, we will be supporting the end-to-end customer journey, right from the moment they are looking to open an account with the provider, to the time they need to get in touch to make any amendments or close an account. Whatever the type of query, we will be there to assist them in whatever way we can; either online, by phone or by post and in doing so, delivering the best experience we can.

As a member of the account team, you’ll support developing a culture that is both customer and outcome obsessed, by motivating, supporting, coaching, and leading teams to exceed, rather than meet expectations in all they do. You’ll play a key role in delivering some key components of our successful bid, working with the Customer Experience and Insights and Excellence leadership teams and wider business to promote, establish and improve a wide range of different functions.

The role will need to be visible across a handful of sites, located across the North of England to gain access to the contact centre sites.

What will they be doing?

• Lead and develop the Contact Centre Training team to be known for their innovative, accessible, outcome and customer focused blended learning and development solutions who contribute to the overall success of the wider team.
• Collaborate with Customer Experience and Insights and Excellence leadership teams to maximise impact of learning and development outcomes.
• Make sure that all learning and development is kept up to date.
• Work with the Internal Communications Manager to make sure that all relevant stakeholders are kept up-to-date with news, changes, developments and opportunities.
• Focus on a continuous improvement approach to learning and development which leverages the capabilities of quality assurance frameworks, and existing learning and development resources.
• Contribute to the ongoing, incremental and step-change improvements in team performance and delivery through innovative learning and development interventions and feedback on any wider opportunities to improve process, systems or approach which ultimately lead to successful outcomes for customers.
• Embed and support a 'coachlike’ leadership style for first line managers to encourage independence, problem-solving and solution/customer focused approach with their teams.
• When appropriate, deliver bespoke train the trainer sessions.
• Measure and evaluate the impact of learning and development interventions using known models of evaluation such as the Kirkpatrick four levels of evaluation where relevant

Wider Contribution to the account

• Contribute to the delivery of the new customer centric target operating model within budget and timescale, ensuring business and colleague disruption is minimised throughout the period.
• Recognise, value and champion a diverse workplace, ensuring SSL is recognised as a lead employer within the locations the client are based, measured through feedback, Great Place to Work Survey and recruitment tools such as Glassdoor.
• Ensure the spirit of regulation is upheld across the business and always promoting strong and fair customer outcomes are achieved.
• Support the deepening of relationships across the client and other Sopra Steria Financial Services clients, including those that are prospective in nature that will ultimately contribute to further business wins or wider opportunities for growth.

What you’ll bring:

• Experience in the design and delivery of innovative, accessible, digital blended learning solutions for a large contact centre operating across multiple locations
• Possess and display exceptional training design, delivery, facilitation skills, coaching and evaluation skills.
• Experience of systems, process, product and soft skills behavioral learning and development interventions
• Experience of improving time to competency and impact on client outcomes focused learning and development solutions in a contact centre
• A proven record of creating a culture of high performance, trust, wellness, and strong authentic relationships across all teams.
• Experience in leading and inspiring people in operational roles to deliver exceptional customer service.

It would be great if you had:

• exceptional training design, delivery, facilitation skills, coaching and evaluation skills.
• The ability to quickly develop a strong base technical product knowledge to support how we will help our teams support our customers.
• Comfortable with getting involved in the delivery when developing new programmes.
• A self-motivated, self-starter with ability to work under pressure, a problem owner.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time,Permanent
Location: Accessible to North England
Security Clearance Level: SC
Internal Recruiter:Alex
Salary: Upto £47,500
Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund

Ourspecialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.

Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks.