Helpdesk Learning & Development Specialist - Home-Based

Posted 1 week ago by Adecco

The Adecco Group is working with the Office for National Statistics (ONS) to provide a wide range of services including recruitment and HR for the temporary workforce for the 2021 Census. The Census is a once-in-a-decade survey that gives us the most accurate estimate of all the people and households in England and Wales.

As a member of the Helpdesk Contact Centre team you will be expected to deliver an effective and efficient interface for our Client as a Learning and Development Specialist. You will be expected to provide informative and responsive support to Tier 1 Helpdesk Agents in relation to a range of enquiries consisting of Health and Safety, Human Resources, Payroll, Recruitment and Pre-Employment Screening.

  • We need a flexible approach to working hours - between 6am and midnight.
  • You will be asked to work any 5 days from 7
  • Overtime will be available

L&D Specialists will be expected to advocate best practise, administer training and coaching programmes, assess individual training and development needs, present in-person and virtual training sessions and monitor the effectiveness of delivered training thus ensuring Helpdesk Agents are sufficiently trained and mentored to achieve Customer Excellence.

In supplement, L&D Specialists will also so act as an escalation point for Tier 2 Helpdesk enquiries whilst working as part of a larger network of teams and departments who respond to both candidate and worker enquiries received via telephone and email communication channels.

Required Skills

  • Experience of working in a Customer Service background with proven experience of interacting with customers over the phone and via email
  • GCSE grade C/4 or above in Mathematics and English or equivalent
  • Previous experience with Salesforce is desirable
  • Recent experience of using current IT and communications technologies
  • Clear and effective verbal and written communication skills
  • Ability to communicate and instruct a diverse range of people
  • Supervisory experience
  • Good listening skills
  • Coaching skills
  • Recent experience of training and supporting new starters
  • Effective time management and organisational skills
  • Experience of working in a fast-paced, multiskilled and multi-function environment
  • Accurate data entry and attention to detail skills
  • Excellent telephone skills


Work Environment:

Due to the Covid-19 Pandemic the current working environment across the UK has changed immeasurably, therefore Helpdesk Agents will be requested to work in either a full or partial virtual work environment which will involve home working. As a homeworker you will be expected to accommodate and adhere to the following measures:

  • L&D Specialist will be expected to set up a private and secure work environment free from any distraction,
  • Ensure confidential information is not discussed in the presence of others,
  • Ensure all notes are made electronically on the equipment provided and deleted according to GDPR legislation (notes must only be held for the time and purpose they are needed),
  • Comply with all aspects of the working from home standard operating procedure,
  • Confirm you have unlimited access to internet (will not run out of data allowance).
  • Inform your insurance company that you will be working from home and
  • On occasion you may also be requested to attend an office location to deliver training and support new starters and established members of the Helpdesk team.

Principal Duties and Responsibilities:

The role will include:

  1. To act as an ambassador when delivering services for our client,
  2. To be the first point of contact for Tier 2 training related enquiries,
  3. To effectively record all candidate or worker interactions on internal systems,
  4. To administer and implement training and coaching programmes
  5. To coach Helpdesk Agents in being able to deliver the duties and responsibilities of their role ensuring they can meet their KPI's and project milestones,
  6. Effectively manage the inbox in relation to any training related enquiries,
  7. Implement virtual coaching to support Helpdesk Agents,
  8. Efficiently manage any SABA system queries,
  9. Effectively manage any Helpdesk related enquiries and escalations,
  10. Support staff with any training related issues,
  11. Ensure there is a smooth transition of tasks and training, when there are movements within the Helpdesk team.
  12. Managing the training for all new starters and administering any leavers.
  13. Organising training events (at short notice) where required.
  14. Conduct training virtual and face-to-face training sessions (e.g. telephone functions, system navigation, testing).
  15. Supporting the Helpdesk Manager and Team Leaders,
  16. To efficiently and effectively use Helpdesk Contact Centre technologies, such as Salesforce/Connect, Onfido, 8x8 and Selfhelp to record and maintain electronic records of candidate or worker details, requests for service and appropriate actions taken,
  17. On occasion, T2 specialists will be required to demonstrate a flexible approach to their role as they will be asked to emulate the role of a Tier 1 Helpdesk Agent during busy operational periods,
  18. On occasion, T2 specialists will be required to demonstrate a flexible approach to their role by undertaking any other duties assigned in relation to your role.

Application questions

Do you have experience of working in a Customer Service background?
Do you have recent experience of training and supporting new starters?

Reference: 40673446

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