Learning and Development Manager

£35,000 - £45,000 + 27 days annual leave + pension + additional benefits

Malmesbury

Description

We are currently recruiting for an experienced and passionate Learning and Development Manager to design, develop and implement training and development programmes to enhance core skills and capability across the Contact Centre at all levels.




Market Overview

Dyson is rapidly expanding; in its new and core categories, and across all of its global markets. The next four years are going to be Dyson’s biggest and busiest yet. By 2020, we'll be hitting £4 billion in revenue. We'll have brought in 5,000 more people. And we'll have launched a further four brand new product categories. With this pace of growth, these ambitious plans, and the complexities of global expansion, it is natural that Dyson is now thinking about the best ways to organise itself and manage its exciting new product ranges to best effect.



Function Overview

Dyson’s culture is unique; dynamic, inventive, technology-obsessed and decidedly un-corporate. The mindset is geared to constant change and Dyson’s pace brings constant challenge. It’s not easy or comfortable, but it’s this way of working that drives performance. Dyson suits people with the courage and resilience to find their own way, spotting opportunities where others don’t, and having the self-belief to persevere where others give up. “Good enough” isn’t good enough. Experiences are more important than experience. And attitude counts as much as aptitude.

Accountabilities

You will be –

  • Leading and developing the existing training team by coaching, leading, managing and motivating to ensure that the highest level of training is being delivered

  • Acting as a role model for the Trainers to create and reinforce a proactive, positive, professional and respectful culture across the Contact Centre

  • Coaching the Contact Centre on best practice in line with Customer Service Standards and company processes

  • Maximising the impact of Induction Training by evaluating materials and tools

  • Devising and setting the training strategy within the Contact Centre, ensuring stakeholder involvement to understand and drive skills development across all areas and at all levels.

  • Conducting thorough training analysis to design and deliver an effective programme with appropriate modules

  • Working collaboratively with Group and Market teams to support the launch of new products and key activities

  • Working with Human Resources on Line Manager capability e.g. conducting 1:1s, giving feedback etc. and own the Management Development Programme.

  • Leading sessions at monthly Managers meeting to develop overall management capability.

  • Supporting the wider Contact Centre Management Team to ensure that meaningful career conversations happen and PDPs are in place to support individual development and succession planning.

Skills

Experience

  • Previous exposure to a Customer Service environment is preferred

  • Relevant qualification in training delivery is desirable but not essential

  • Training design and delivery in large, matrix organisations

  • Product and soft skills training

  • Understanding the sales through service model

  • Understanding of standard Contact Centre working practices

Benefits Overview

Dyson offers competitive salaries, 27 days annual leave and pension contributions. Professional opportunities, leadership development and a relaxed dress code are just some of the reasons Dyson is different.

Posted: 14-Feb-2018

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