Learning & Development Manager - Kilmarnock - Competitive
Does the idea of a BRAND-new role working with a global organisation where you will set the strategy for the operational learning agenda sound interesting? Does working with the operations leadership team to design and deliver a learning culture from scratch seem like something you would be interested in getting involved with?
HRC Recruitment are working with a global organisation and this is an opportunity to embrace a new challenge and design something ; reporting to the Head of Customer Service you will focus on the development and retention of key talent within the business from operations to management within a regulated environment, you will be able to demonstrate experience working within a similar fast paced call centre type operation and will be able to demonstrate the ability to drive the learning agenda within this organisation. You will manage the development of a learning culture and agenda to ensure that the business is high performing and customer experience is legendary.
Are you who we're looking for?
- This is a key, hands-on role, focusing on the organisation's agenda to develop its offering to customers by developing its key talent to create a high performing, and a professional customer service culture.
- The emphasis will be on designing and delivering learning activities to develop the operational teams and the first line managers in the role.
- You will be able to design and develop a training academy and will be able to demonstrate experience of delivering results in a similar area.
- This has a broad scope of responsibility working with the business leaders to scope the operational excellence training and then design, deliver and evaluate the general learning and development activities to meet changing priorities.
- An experienced Learning & Development Manager, who will be able to demonstrate success in the development and implementation of customer excellence in terms of training plans, procedures and initiatives. You will be passionate about what you do and can influence senior stakeholders to succeed.
What does the day to day look like?
- Facilitate and deliver innovative and effective development programmes to support the development of high performing teams
- Keep up to date with external changes/latest thinking in customer excellence, coaching, management development and share ideas across the teams
- Make use of and develop effective blended learning solutions when designing and delivering learning interventions
- Design and deliver a range of general learning interventions to meet business priorities and specific campaigns
- Design and host train the trainer activities to capture internal knowledge
- Conduct learning needs analysis in partnership with the business to define capability gaps and prepare people for future business priorities
- Advise line managers of the range of L&D support available and work with them to provide appropriate solutions
- Ensure managers and leaders have access to additional resources to support learning outside of the classroom
- Facilitate action learning sets and promote the value of experiential learning
- Put in place and monitor project plans to ensure successful delivery of projects
The company are well-established and have a strong reputation within the sector, along with ambitious and organic growth plans for current and immediate future. This client boasts an impressive list of awards. Notorious within their market for an innovative solution, widely established and a household name.