Learning & Development Manager - Contact Centre

at  Sopra Steria

DO YOU WANT TO ADD VALUE ON A DAY TO DAY BASIS?

Following a successful contract win in late 2023 from one of the UK’s largest and most trusted financial service providers, we will provide both contact centre and administrative solutions to help assist its 25 million customers. Specifically, we will be supporting the end-to-end customer journey, right from the moment they are looking to open an account with the provider, to the time they need to get in touch to make any amendments or close an account. Whatever the type of query, we will be there to assist them in whatever way we can; either online, by phone or by post and in doing so, delivering the best experience we can.
As a member of the account team, you’ll support developing a culture that is both customer and outcome obsessed, by motivating, supporting, coaching, and leading teams to exceed, rather than meet expectations in all they do. You’ll play a key role in delivering some key components of our successful bid, working with the Customer Experience and Insights and Excellence leadership teams and wider business to promote, establish and improve a wide range of different functions.
The role will need to be visible across a handful of sites, located across the North of England to gain access to the contact centre sites.

IT WOULD BE GREAT IF YOU HAD:

• Exceptional training design, delivery, facilitation skills, coaching and evaluation skills.
• The ability to quickly develop a strong base technical product knowledge to support how we will help our teams support our customers.
• The ability to work at pace, handle multiple projects and challenges, and organise others to maintain momentum and progress.
• Comfortable with getting involved in the delivery when developing new programmes.
• Outstanding communication and presentation skills.
• A self-motivated, self-starter with ability to work under pressure, a problem owner.
  If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
  Employment Type: Full-time,Permanent
  Location: Accessible to North England
  Security Clearance Level: SC
  Internal Recruiter: Alex
  Salary: Upto £47,500
  Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund
  Our specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.
  Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks

Please refer the Job description for details