Knowledge and Content Training Manager (Maternity cover)

at  Cuckoo

ABOUT US:

At Cuckoo, we put our customers at the heart of everything we do, as we try to make their lives easier and their broadband faster. Because the truth is, we want them to actually feel good about their broadband. That’s why we call it feel-good broadband.
We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.
So if you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you.

ABOUT THIS ROLE:

In this role, you’ll be at the heart of empowering our team, making sure everyone is armed with the know-how, skills, and tools to deliver service that’s not just good, but truly exceptional - all while driving the business forward.
As our Knowledge and Content Training Manager, you’ll be the mastermind behind creating, delivering and maintaining training programs and materials. You’ll be collaborating with our in-house experts to design and roll out tailored sessions that cover everything from onboarding and product knowledge to customer interactions and commercial strategies. But that’s not all! You’ll also be the driving force behind training initiatives that sync perfectly with our company’s sprint delivery and change portfolio.
This means ensuring our customer-facing teams are ready to roll, staying agile and ahead of the game as they adjust to rapid updates in products, processes and systems. All in a fast-paced, ever-evolving environment where innovation never takes a back seat.

WHAT YOU’LL DO:

• Training Design and Development: Create and maintain engaging training materials for customer-facing teams, ensuring alignment with company values and a focus on exceptional service. Collaborate with subject matter experts to ensure content accuracy. Remain updated with learning trends and update training with new processes and tools from the Cuckoo sprint delivery.
• Training Delivery: Lead engaging and interactive training sessions that get everyone involved. Facilitate fun and informative inductions for new starters, bringing Cuckoo’s culture and values to life. Tailor your delivery to different learning styles, making sure everyone leaves with practical skills. Provide follow-up coaching to keep the learning ongoing and offer just-in-time training to keep up with quick changes in systems, processes or products.
• Knowledge Management: Ensure that all training materials and content are regularly updated to align with the business goals and meet regulatory requirements. Actively gather and assess feedback from trainees and stakeholders to identify any knowledge gaps, addressing them proactively so the training remains relevant and effective.
• Stakeholder Engagement and Collaboration: Partner with stakeholders to make sure training aligns with business goals, whilst also building strong relationships across departments. Turning unique challenges into tailored training solutions. Advise on employee development for customer-facing roles and work closely with sprint teams to ensure training is ready for any new changes. Collaborate with the Head of Learning and Development to complete mandatory training and drive success.
• Performance Measurement and Continuous Improvement: Evaluate training effectiveness through feedback and performance metrics, continuously enhancing programs to ensure impactful learning experiences. Keep an eye on industry trends to maintain the company’s competitive edge and drive innovation.