Central ownership for delivery of the L&D 2024 roadmap & beyond
Develop & design a revised induction programme to drive efficiency within our current onboarding programme through initial training, accreditation and nesting.
Provide regular reporting on our Continuous Professional Development (CPD) completion within CS and liaise with our CS Partner to identify any risks
Lead the creation of all new training and closely collaborate with Head of Change & Development on 2024 Knowledge Base Strategy
Provide feedback on training delivery provided by our CS partner(s), driving & maintaining a high standard learning experience
Supporting the wider communications strategy and knowledge base expansion within our CRM
Innovative, forward thinking and creative individual, passionate about helping people learn and grow
Significant experience with effective learning and development methods
Good knowledge of e-learning tools and practices
Strong collaborative and interpersonal skills; ability to build effective working relationships with internal and external parties
Customer Service / Contact Centre Learning and Development best practice
Able to work with a high degree of independence and exercise good judgment
Experience of and ability to use technical learning resources to design and implement e2e projects / programmes
Experienced in training delivery and design, ideally in an operational environment
Experience of working with an outsource partner & delivering impactful training
Experience of working within an L&D role at a managerial level
Essential:
Degree level educated
Experience of working with html LMS platforms & content creation software e.g. Articulate Rise, Storyline.
Certificate in L&D Practice (or Working towards/have relevant professional qualification or equivalent relevant experience)
Customer service/contact centre knowledge
Desirable:
Experience of working with CRMs (such as Salesforce)
Insurance Regulation (FCA etc.)
