Services Enablement Lead

Responsible for equipping our services teams with the necessary tools, resources, and strategies to enhance their performance and deliver exceptional service. This role involves developing and implementing enablement programs, creating educational content, and collaborating with cross-functional teams to ensure that services colleagues are well-prepared to meet customer needs effectively.

What You Will Do

• Design and implement comprehensive enablement strategies that align with organisational goals, focusing on enhancing the skills and knowledge of support teams.
• Develop and maintain training materials, playbooks, and resources that support continuous learning and development for customer support consultants.
• Work closely with sales, marketing, and product teams to ensure that services colleagues have access to up-to-date information and resources that enable them to address customer inquiries effectively.
• Track key performance indicators (KPIs) to assess the effectiveness of enablement programs and identify areas for improvement.
• Offer continuous training sessions, workshops, and coaching to ensure that customer support teams are equipped to handle evolving customer needs and challenges.
• Evaluate and introduce tools and technologies that enhance the efficiency and effectiveness of operations teams, such as the implementation of Generative AI.

What You Will Have

• Enhances and improves collaboration among coworkers and with external partners.
• Solicits ideas from diverse colleagues, leaves space in conversation for them; gives credit well and generously.
• Understands the nuances of group interpersonal dynamics and leverages this knowledge to achieve results.
• Investigates others' desires and concerns; strengthens connections by honouring people's priorities and passions.
• Builds a team with an exemplary reputation for reliability and for meeting even difficult commitments.
• Builds trust among people and groups by ensuring honest and up-front communication; maintains transparency.
• Engages diverse groups by communicating in a way that matches each group's preferences.
• Listens carefully and probes beneath the surface to gain richer insight on others' views.
• Confronts tough organisational issues promptly, works to resolve them with urgency.
• Is a role model of courage, coaches others on how to stand up for what they believe in when facing adversity or opposition.

What We Do For You

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.
• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days.
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First.
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally.
• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.
• Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important.
• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company.
• Income protection insurance – Providing you with support and assistance when you need it most.
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employees when purchasing a digital season ticket.
• Recognition – Highlighting and rewarding the great work our people do.
• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self.
• Making a Difference – We provide opportunities to help our people make a difference to the causes they care about.
• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding.
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it.
• Pennies from Heaven – Donate the pennies from your pay check to help make a difference without lifting a finger.

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors. We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.