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 was are expanding and setting up a new Liberata Customer Services Contact Centre in Cardiff!

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

**PLEASE NOTE during your training, travel will be required to our Burnley site – travel expenses will be covered.

**Expected start date Monday 6 January – due to set up of site no annual leave booked until after March 17 2025

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)

• Option to Hybrid work – upon successful completion of probation, this would also be when training permits.

• 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, Curry’s, 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 team’s 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 Liberata’s 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

• 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

• Desirable but not essential – Bilingual, English with the ability to speak and write fluent Welsh