Call Centre Training and Development Manager

Job Description

Were Community Fibre and our mission is to bring better internet to everyone. You wont find anyold and slow copper technology here. Our network, which we own and have built, is 100% full fibre.We install it directly into our business customers premisesand into our consumers homes. Weprovide market leading broadband speeds, at the best prices with a real focus on customerexperience - we are consistently the No1 Internet Service Provider on Trustpilot as rated bycustomers. And as a result we are growingfast.We are passionate and love working with local communitiesthe clue is in our name. We want tobridge the digital divide in society and make Gigafast internet accessible to all. We also love it whenlocal residents become team members of Community Fibre -over 20% of our talent is fromcommunities that we serve.We are not the new kid on the block, we were established in 2013 and have been disrupting theBroadband industry in London since then. Some recent key achievements include:

• We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans

• We have deployed our 100% full fibre network to over 500,000 premises to deliver thegrowth, which is rapidly moving towards 2.2 million by the end of 2024.

Job purpose:The training and development manager will be responsible for evolving the training and development concepts within the business. Reporting to the Head of Customer Service, they will build the future CFL Centre of Excellence as we embark on an ambitious journeyaiming to become the best in class Customer Experience in the UK.If your background is in ensuring customer satisfaction, trust, retention and loyalty and you are excited about making our world a better place through your work, we would love to hear from you.Working closely with the Q&A manager will also review and identify opportunities to improve the quality of conversations and our all-round customer experience. Important will be the ability to identify and complete training needs analysis at function andindividual level and develop and deliver learning opportunities and activities to meet them.Consistently drive efficiency, innovation and quality of support training programs to maximise staff satisfaction and retention. Work towards building an internal Brandloyalty and awareness program to help employees realise the potential of opportunities presented to them by CFL.The training manager will play a vital role in helping to shape and build a team that supports our overall strategy. In collaboration with management colleagues, will take the lead in delivering core functional training for new and existing staff memberswith the goal to achieve the delivery of conversations across multiple channels that will be second to none. This will include customer services, onboarding, complaints, retentions, technical support across different channels such as voice, emails and webchat.Be a true champion of all things training were looking for someone who is passionate about customer service, has a background in leading high performing teams and has the ability to work together as part of a team to help to influence change and keep thecustomer & learners at the heart of what we do.What youll be doing:

• Carrying out thorough training needs analysis through companywide consultations and engagement
• Ensuring content and approaches deliver strategic aims
• Creation of the brand academy and centre of excellence programme
• Development and training of in venue trainers and coaches
• Measuring the effectiveness of all training and development interventions
• Designing , implementing and delivering training and personal development plans
• Utilise a positive coaching style with new starters to reach an initial level of competency in the role.
• Provide written and oral feedback to both new starters and team managers on their areas of strength and areas of improvement.
• Work with existing team members to fine tune skill set for increased and continued success.
• Be a role model and ambassador for the company
• Research new training techniques and suggest enhancements to current programs
• Work closely with Department Managers to monitor new starters performance using specific KPIs
• Stay up to date with recent developments with our service and product and update accordingly any relevant material
• Support and help in other areas of the call centre as and if requested (e.g. telesales)

The experience were looking for you to bring:

• A real drive and passion for delivering results whilst setting high standards
• At least 3 years of experience in a similar role
• Highly collaborative and self-motivated in approach
• Academic qualifications will be an advantage
• Telcos experience is an advantage, ideally within a contact centre academy, customer services, retentions
• Be able to think strategically and show initiative, while influencing stakeholders to embrace new ideas
• Research, evaluate and analyse trends and feedback, creating a culture of continuous improvement and sharing best practice
• Be a dedicated role model offering an inclusive and supportive culture
• Outstanding planning and organisational skills
• Excellent coaching, negotiating, and influencing skills and good understanding of the learning process
• Have the customer at the forefront of everything that you do

Why join us:

• You get to work with some of the best technology on the market
• We all love time off whether thats going on an exotic holiday or a staycation, youll get 25days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave, our treat to you
• Enjoy the perks of Vitality health
• You get to work with an amazing bunch of people

What happens next:Youve done your bit so sit back and relax, we will review your application and come back to you.We are an equal opportunities employer that values diversity in our team, we welcome applicationsfrom all backgrounds.