Operational Training Manager

What does the role involve?

Working really closely with our customer operations teams you will understand  what training and development is needed within the business area to ensure we are successful, effective and efficient in how we deliver our operation. You and your team of 3 trainers will design and deliver best in class training for all areas within the Customer Experience Team. It's important for you to have a good lense on how the business operates and stay close to what input you and your team could have to support this. We really see this role as critical in ensuring all Customer Service and Operations teams are fully equipped with the required operational knowledge and skills to exceed our customer's expectations!

Some of your key duties will include:

• Supportnew recruits through their classroom learning and on the job training, ensuring defined levels of quality, competence, compliance and Customer care are achieved.
• As manager of the Operational Trainers, you will lead by example, participating and contributing to operational training, both on a one to one and group basis
• To create a local L&D strategy to enhance the knowledge of Customer Service & Operations
• Manage the training budget and work with 3rd party suppliers when needed