Customer Services Training Development Manager (6 Months Fixed Term Contrac

at  Motability Operations

6 MONTHS FIXED TERM CONTRACT/SECONDMENT

This role provides the opportunity to work with and lead our Training and Communication Content Design, Resource and Support Co-ordinators, and Training Delivery teams to create engaging and compelling training and communication content and the training programme for our employees and partners. So, they have the knowledge, skills, and behaviours to provide excellent service to Scheme customers.
You’ll manage direct reports and work with the wider Customer Services Training and Communication and L&D Department management team.
You’ll proactively build relationships with stakeholders to ensure strategic alignment, understanding their challenges, priorities, performance gaps and future changes, and how we can find the right solutions to deliver against these.
You will provide direction to the team as they work with stakeholders to scope, create and deploy communication and training content across all end-to-end journey touchpoints using different delivery methods.
You’ll identify opportunities and solutions where effective content, new tools and technologies that help drive and improve operational performance, service, user experience and minimise effort.
You will co-own the platforms and tools that we use for deployment of communication and training, working with the team and our external suppliers to ensure alignment with our roadmap.
You will drive a holistic and joined up approach that enables a multi-purpose, multi-channel, and multi-media approach to deliver consistent, accurate and up-to-date content for a range of audiences.
You will develop the team’s capability including knowledge and skills across
user experience, accessibility, multi-media, tone of voice, communication, and training design and delivery principles, ensuring they meet high quality standards. You’ll encourage the team to look for continuous improvement opportunities while meeting the ongoing content needs of the business.
You will collaborate with the other team managers to oversee the workflow and resource planning within the team ensuring the right work is briefed, governance and key controls are in place and that work is delivered on time and meets high quality and accessibility standards.
You will have overall accountability for the business impact for the solutions we deliver. You will lead the team to collate qualitative and quantitative data to evaluate and measure the impact of communication and training, sharing insights into trends and opportunities with Customer Services teams to support continuous improvements.
You’ll own and establish strong relationships with our suppliers to deliver robust and effective solutions that align with our roadmap and
business objectives, on time and on budget.