Learning, Development and Training Manager

£50000 - £55000 per annum, Benefits: Hybrid/Flexible Working, Private Health Care, Life Assurance, Pension, Enhanced Parental Leave, Gym Discounts.
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.
Are you a creative and inspirational Learning and Development Manager seeking a new, highly rewarding opportunity?
Would you like to work with a reputable charity managing the creation and delivery of their industry leading training?
We are delighted to be working with a nationwide charitable organisation with the appointment of a Learning and Development Manager to join their contact centre in West Essex. This is a full-time opportunity starting as soon as possible, they can offer a hybrid and flexible working arrangement to be discussed during the interview stages. The office is easily commutable from Essex, Hertfordshire, and parts of North London with free parking on site and a generous benefits package.
The successful Learning and Development Manager will champion the training and lead a team of managers, trainers and coaches to continuously deliver outstanding, customer centric sessions to their staff within their contact centre. As a charity, customer service is at the heart of their approach. You will be expected to design and deliver hard and soft skills based training sessions with a real focus on quality and care. Some customer communications may be of a distressed nature, therefore an empathetic and resilient approach would be essential. If you have some experience of working with the vulnerable or disabled this would be advantageous.
Key Accountabilities:
  • Highly Quality Customer Service – develop strategies, tactics and tools needed to uphold the ethos of the charity; identifying priorities and develop solutions working closely with stakeholders; use feedback and analyse root causes of complaints, customer satisfaction and staff surveys; target coaching and training while using technology based solutions to better the customer experience.
  • Training, Development and Coaching – oversea the Training Team who design and deliver an effective onboarding process including customer care and system skills; oversea the Quality and Coaching Team, monitoring interactions and ensuring they are delivered to a high standard of customer service; support and coach management colleagues in their personal development.
  • Management and Communications – lead the development and delivery of effective communication channels; ensure internal and external knowledge sharing tools are up to date and relevant; work with the Head of Communications to develop the companies intranet and website.
  • People and Project Management – you will act as a key stakeholder in company wide projects; take ownership of projects that support the delivery and execution of strategic goals and objectives; inspire your team to provide industry leading learning, interventions and solutions; adhere to their values and behaviours and leading by example.
Critical Competencies:
  • Customer Focus – challenge the status quo and be a strong customer voice within the business; exhibit a genuine commitment and passion for high quality customer service; act as a moral compass and do what is right for the customer; treat customers as individuals and have them at the forefront of all decisions.
  • Change Management – clearly articulate and roadmap a long term vision for Learning and Development and gain buy in from stakeholders; be able to influence key stakeholders and build convincing arguments the sanction change; continually assess and identify areas of improvements; take ownership of projects, overcoming obstacles, being decisive and be able to ‘make things happen’.
  • Essential – experience in a similar Learning and Development Management role, ideally in a contact centre environment or customer focused organisation; delivery of quality assurance or service improvement initiatives; demonstrate personal experience as a trainer or coach.
Benefits Package:
  • 26 days holiday plus Bank Holiday, increasing to 28 after 5 years’ service.
  • Private health care, eye tests, flu vaccinations and enhanced sick pay.
  • Discount gym membership.
  • Generous life assurance and pension.
  • Enhanced parental leave inclusive of adoption.
  • Minibus service from town centre.
  • Various social events.
This is a fantastic opportunity to join a growing team with a diverse and inclusive culture. Success and hard work are well celebrated and being able to see the impact you have on the lives of disabled people is highly rewarding.
Apply today to be considered for this exciting role as a Learning and Development Manager. Contact Tim Campion on 0208 989 7779 or email tim@ccprecruitment.com for more information.
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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