Commercial Operations Learning & Development Specialist

at  Motability Operations

QUALITY ASSURANCE:

• Conducting consistent and accurate quality performance assessments of interactions such as calls, correspondence, and livechat.
• Capturing trends and insights to drive awareness, improvements, and development.
• Analysing and sharing trends and insights with key stakeholders to drive change.
• Utilizing captured data to review process efficiencies and ensure knowledge management tools are up to date.
• Leading and influencing levelling sessions to ensure consistency across teams.

STAKEHOLDER RELATIONSHIP MANAGEMENT

• Working to create and maintain effective relationships with all key stakeholders in Commercial Operations
• Working as a key component of the VRM Customer Development leadership team in defining workflow priority and development activities
• Within this creating a close relationship with the VRM Performance Specialist, seeking to turn their data insight into actionable behaviour change for customer facing teams.
• Communicating clearly to ensure a deep understanding of requirements as well as effectively managing the reputation of the L&D function within the department.
• Demonstrating an understanding and alignment to the commercial pressures within the department

ABOUT YOU

• You are passionate about quality assurance, coaching, and training design and delivery, understanding their impact on customers, colleagues, and the business.
• Exceptional communication skills, both verbal and written, and the ability to interpret and present data findings effectively to various audiences.
• Impeccable time management skills, adherence to deadlines, and effective workload management.
• Strong collaboration and relationship-building skills, with the ability to work effectively with stakeholders at all levels.
• Embracing change and seeking opportunities for innovation in a dynamic environment.
• Keen interest in supporting the external best practice, digital agenda and exploring platforms for assessment processes.
• Exceptional attention to detail, ability to work independently and as part of a team, and proactive self-starter.
• Committed to continuous personal and professional development and maintaining best practices.

Motability Operations are currently recruiting for a Commercial Operations Learning & Development Specialist to join our team in Bristol on a full-time, permanent basis. Working within Commercial Operations and reporting to the VRM Customer Development leadership team the Learning & Development Specialist will play a pivotal role in supporting the delivery of exemplary experiences handled by ‘Dealer’ facing teams having responsibility for the four key pillars of Learning & Development activity.