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Learning & Development Support Coordinator - Leicestershire, Leicester, LE1 1

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Learning & Development Support Coordinator
Location: Leicester
Salary: Circa £16,480 per annum (dependant on experience)

Mark Group is growing at a huge rate of knots and we are currently recruiting for a Learning & Development Support Coordinator for our Leicester head office.

As the Learning & Development Support Coordinator you will report to the Learning and Development Manager and you will be a key member of the team inspiring excellence in customer service. As the Learning & Support Co-ordinator will increase the level of skills and knowledge across CIC to an exceptional standard. This position will require an organised, proactive and innovative approach to implement training methodologies to help up skill existing colleagues and new starters.

It is essential that the successful Learning & Development Support Coordinator candidate has experience of and demonstrated a high level of achievement in the following areas:

• Work with Mark Group Academy in reviewing/updating all existing training material to ensure there are fit for purpose. Present recommendations and improvements to line manager
• Proactively interact with colleagues at all levels to recognise and identify individual learning styles
• Plan, develop and deliver classroom training with existing advisor and Team Leader population to satisfy all departments of the Customer Information Centre. Ensuring ALL material is on brand
• Training focus will be on systems knowledge, delivering world-class customer service, call quality, communication skills and new starter induction support.
• Plan, develop and manage our online knowledge base learning process to address the training and development needs of all colleagues. Test all training material prior to deployment
• Regularly assess and determine the quality and content of all training, including course design, delivery, course evaluations, training materials and learning reinforcement processes
• Ensure the training and skills matrix which clearly structures the required expectations for colleague performance at department and individual level is used and delivered consistently
• To help ensure CIC is the at the heart of achieving the long term goals and objectives of Mark Group
• Communicate effectively with Mark Group Recruitment to plan and deliver new starter training. To ensure our new starters are fit for purpose
• Complete all hand over documentation with Team Leaders prior to new starters going live within CIC
• Manage and keep up to date comprehensive training records. To answer and overcome any enquiries relating to colleague training and development
• Develop and deliver of training to help support Team Leaders conduct performance evaluations. Focusing on HR tools, resources and support to encourage employee career progression
• To arrange, create and deliver training-related material as required on an adhoc basis
• Work with Mark Group training academy, to organise administer and set up training programmes
• Support Call Coaches in completing mystery shopper style calls. Ensuring Team Leaders deliver and document the required feedback to all colleagues
• Support Line Manager during the telephony and face to face interviewing process of new recruits

The successful Learning & Development Support Coordinator candidate should possess the following skills and experience:
• Proven experience of creating and delivering training within a contact centre service environment is essential
• Previous experience of using Microsoft Office
• Creation and delivery of customer service focused training packages
• Excellent written and oral communication
• Strong influencing and negotiating skills
• Fully aware of the benefits of learning and developing
• Excellent editing and interpersonal skills
• Exceptional time management and organisational skills
• Presentation, Analytical & Strong leadership skills
• Ability to work on own initiative with a can do attitude
• Self motivated, driven and proactive to deliver on tasks
• Logical and methodical approach to work
• A team player and a strong work ethic
• Flexibility in working hours to suit business requirementsLink megjelenítése" width="0" height="0" />
Helyek Külföld
Kategória Külföldi munka
Aktiválás időpontja 2014.05.30.
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