Customer Services Training Manager

Are you a Customer Service Learning and Development specialist who prides themselves in helping people grow

Fancy a role with a great work life balance Working Monday to Friday 9:00-5:00 with NO Bank holiday or weekend hours

Want to lead a team where we make a difference to customers and colleagues on a daily basis

You would lead a team of expert in house Training and Quality Coaches who play a vital role in the training and development of new to business and existing colleagues. During an exciting time where we are expanding and setting up a new Liberata Customer Services Contact Hub in Widnes.

Your team are continually looking at new ways to ensure we continually improve our overall training with a real focus of equipping our colleagues to deliver First Contact Resolution on every call. Ensuring we can support each and every customer some of which as highly vulnerable.

Our Training and Quality team are flexible they deliver training via teams and face to face. Balancing technology to enhance learner experience and creating opportunity to continuous improvement and consistency. Members of your team are also spread across a number of our Liberata sites.

You join at an exciting time where we are reviewing and creating our own remote Hub from Northwest of England the Hub is based in Widnes but you may be requested to support and travel to some of our other sites with travel expense covered.

You will ensure your team regularly refresh and create training material making sure you continually seek feedback from learners and the wider operational team.

**Expected start date discussed at interview but would be looking at you joining Training group in Widnes from 21 July for 8 weeks as part of training***

Your New Benefits

• Monday to Friday working
• No Bank Holiday working
• Working only between 9:00-5:00 Monday to Friday (sometimes may be required to support core hours of 8:30-5:00)
• Hub Hybrid meaning you will be required to attend the hub for training and check ins.
• Free eye tests
• Onsite staff parking
• Opportunity to gain qualifications paid apprenticeship opportunities
• 25 days annual leave (Fulltime) up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts and cash back with retailers such as Argos Currys M&S B&Q Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.
• Monthly engagement activities! Such as Liberata Beach Parties Recognition events and more.

Your new tasks and responsibilities:

• Ensuring the appropriate positioning of learning and development within the employee lifecycle of induction initial training and in-role promotion and future role development.
• Support Operational Support Manager to create and deliver training for the leadership and support teams alongside measure of competency and effectiveness.
• Collate and act of feedback from training to ensure training is fit for purpose
• Liaising closely with our Quality team as a subject matter expert in providing advice insight and recommendations regarding all matters relating to training learning and organisational development
• Support the Corporate Services contract being a point of contact for escalations.
• Manage teams workload to ensure business requirements are met alongside training needs.
• Ensure sufficient time is planned for team to maintain knowledge platform.
• Lead and maintain bitesize learning modules
• Perform quality monitoring as per the standards set in the Quality Management Framework ensuring accurate information is provided to customers at all times enabling FCR.
• Support Operational Support manager with attraction and recruitment campaigns
• Work closely with the Quality & Training Manager to develop training solutions aimed at promotion of on-line services and digital take-up.
• Coach and mentor your team
• Play a vital role in supporting any new training requirements
• Provide floor walking support.
• Support and deputise for Team Leaders within the opening hours of the services; ensuring KPI targets are met and assisting with call queue management.
• Adherence to all applicable Company policies and procedures.
• Adherence to Liberatas Health and Safety Policy and procedures
• Lead/assist in incentive and motivational schemes.
• Travel to other office locations to support with training and project related activities which may include overnight stays from time to time.

Your Deliverables:

• Lead the training team to ensure all employees are trained compliant and tested to follow approved standard operating procedures according to the Quality Management Framework within agreed KPIs for training compliance.
• Leading and continuously developing a high performing professional and multi-disciplinary training learning and organisational development function that adds value to the effective operation of the organisation whilst ensuring that all learning and development standards outcomes and accreditations are measured and maintained.
• Lead a team of trainers across multiple sites and ensure regular 1-2-1 and observations are completed to help their continued development.
• Manage team of trainers in line with Liberata policies and procedures
• Seek opportunities to develop our people at all levels
• Maintain a working knowledge of changing legislation and customer services processes

Requirements for the Role

• CIPD or similar Training/Learning and Development Qualification
• Team Management Experience
• Customer Services Experience
• Stakeholder Management
• 5 GCSEs or equivalent (A-C in English & maths.)
• Competent with IT Systems.
• Flexible for travel.
• Excellent Communication Skills.
• Willing to undertake any further training to enhance knowledge/competence.

Desirable

• Trainer/Coach Qualification CPID or equivalent.
• Trainer/Coach experience 1 year
• Driving Licence

Security vetting and checks:

If you are successful you will need to:

comply with the governments Baseline Security Personnel Standard Verification process this includes a Disclosure Scotland check

undergo an annual credit check

If a CCJ IVA Bankruptcy Decree in Scotland Administration Order appears on a credit file or if you are unable to meet all these requirements your offer may be revoked.

Liberata is a leading business service provider to public and private sector organisationsthroughout the pride ourselves in revolutionisingour clientsoperations using our expertiseand innovative solutions across a wide range of services including Revenues & Benefits Finance and Accounting HR & Payroll and Customer aim is to work in partnership with our clients to assistthem in becoming more efficient; leveragingour best in classbusiness process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees its clientsand its passion for process and an intense client focus ensures that we deliver an award winningservice and our entire workforce are encouraged to demonstrateour company values.

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking enthusiasticand seeking a challenge we are the organisationfor you.