JOB DESCRIPTION

ABOUT THE ROLE

We are currently recruiting for an Operational Learning and Development Manager to join our team in Edinburgh on a full-time, permanent basis. You’ll have the exciting opportunity to join our operational learning and development team within our organisation supporting Customer Service teams. This role will be leading and inspiring our team in Edinburgh currently consisting of Quality Analysts, Team Coaches, Trainers and working with the other Learning & Development teams. This is an exciting time to join our organisation as we continue to grow our scheme and enhance the offering from our newest site in Edinburgh.

You will support our people to deliver the very best customer service in the most efficient way. This will be through interaction assessments, Coaching Sessions, Training sessions and other Learning and Development activities.

You will be responsible for the day-to-day operation of the Edinburgh L&D team, having line management and performance responsibility. You will be solely responsible for coaching delivery. Working alongside the Quality Coaching Team Manager and Training Development Manager through a matrix management approach to training delivery and quality assurance.

You will help lead the team to deliver a service that underpins the company values, protects the customer conversation and supports the achievement of the corporate business objectives.

ABOUT YOU

We are embarking on an exciting journey where we are evolving the service we offer internally and are looking for a visionary leader who is able to listen, challenge, influence and demonstrate a solid understanding of how we make a real difference within our organisation and the impact this has externally to our Customers, Dealers and Scheme Partners.

Minimum criteria:

• You will be experienced in developing others, leading and motivating teams and delivering industry leading customer experience, ideally in a Contact Centre environment. You are resilient, adaptable, approachable and able to work under pressure in a dynamic and fast paced environment and support your team to do the same
• You will be experienced in all aspects of the Learning Cycle and consider yourself to be an expert in either Coaching or Quality assurance.
• You will excel at relationships. Engaging and influencing your team, clients and stakeholders ensuring that all are delighted with the support they receive and the impact you and your team are having
• You can identify trends, analyse these and communicate findings in a way that delivers effective change and encourages different ways of thinking. You will be confident in the use of Microsoft Office programmes including Outlook, Excel and other business tools
• You will be driven by results and have a solutions focused ways to make improvements. You will be self-organised, structured and methodical in your approach to information management with a strong attention to detail