Learning and Development Manager

Are you an L&D professional with a talent for content creation?

Have you worked within a regulated environment?

Do you have experience partnering with CX/ Customer Operations?

Keen to work in a rapidly scaling Fintech?

Overview

This is an incredible L&D Manager role partnering with the outsourced Contact Centre Operation. You will be accountable for creating the training content from end to end, with responsibility for the continued professional development of the Contact Centre Team.

Set up

You will be working as the subject matter expert, with support from the Head of Customer Transformation as and when needed. You will operate with a high degree of trust, working with key stakeholders across the business with a huge amount of exposure for the valuable work you create. You will be working alongside an incredibly talented team, within a business that will double in size (as a minimum) in the next 3-5 years.

The role

As the Learning & Development Manager you will be picking up a training programme, from an early starting point, working alongside key stakeholders across the business to develop a learning programme that equips the contact centre operation with the relevant regulatory knowledge across key insurance and warranty products, and the skills to deliver the exceptional customer and colleague experiences, demanded by the leadership team.

You will be partnering with a pan European operation and will be fully accountable for creating content that meets the needs of a rapidly growing organisation, and the fully outsourced customer service function.

As the Learning & Development Manager you will:

• Be a talented content creator with familiarity with tools such as articulate 360 and storyline.
• Have experience creating training content around regulated products (ideally within an FCA regulated market)
• Have partnered with a Contact Centre Operation, Customer Service, or Customer Experience function.
• Commit to travelling to London 2 days per week (or other contact centre location)
• Minimum CIPD Level 3 Learning & Development
• Ideally have a good working knowledge of the Salesforce Platform

Package

Comprehensive benefits package including:

• Bonus
• Cash allowances for gym & mobile phone
• Private Healthcare
• Health Cash plan (including children)
• Pension scheme
• Cycle to work scheme.