Learning and Development Specialist

Overview

This role would be responsible for all training for staff and managers, such as inducting new staff into the organization and supporting managers to ensure all mandatory and core training is completed during probation. To support managers with all management development training in their role. The specialist may be required to respond to ad hoc training requests and interventions requiring you to design new training content across the organization. The role requires training experience, flexibility, and excellent customer service.

Key Responsibilities

(Ad hoc and other reports may be completed as requested)

1. Train and onboard new employees in new roles across the Call Center operations
2. Lead on the design and delivery of induction training courses, across England and Wales. This will include a regular review and update of the program in line with organizational changes and needs
3. To lead on the design and implementation of all core mandatory training courses to ensure they are current and available as a remote design where possibly
4. To support the Learning and Development Business Partner to audit training, bringing innovative solutions to redesign session and embed a blended learning approach to support Minds Learning and Growing initiative and driving forward a culture of continuous professional development (CPD)
5. To support the Learning and Development Business Partner to evaluate all training and its effectiveness to continually assess content is fit for purpose and to continually evolve and improve our learning offer.
6. To design and facilitate bespoke training courses in line with organizational needs that is fit for purpose to support Minds Learning and Growing initiative.
7. To carry out capability assessments across the organization.
8. To support in the continual and ongoing development and design of blended learning in a variety of formats that are embedded into the overall training program
9. Support with the internal communications for learning initiatives across the organization
10. Monitoring how effectively learning has been transferred to employees who has been trained in new roles

Job Requirements

• Proven experience in a customer service environment
• Knowledge of modern training techniques and tools in technical subjects
• Experience in designing technical course content
• Be committed to delivering good performance and a high level of customer service.
• Working knowledge in MS Office (especially Powerpoint)
• Outstanding communication skills and comfortable speaking to crowds
• Excellent organizational and time-management abilities
• Undertake other duties that may be necessary and compatible with the nature of this post

Required Skills

Technical Skills

• Advanced Excel.
• PowerPoint
• A Familiarity with learning management systems.

Mental Demands

• Must be able to accommodate to reading documents or instruments, detailed work, problem solving, reasoning, math, language, presentations, verbal communication, written communication, analytical reasoning, stress, training others, multiple concurrent tasks, and constant interruptions.

Competencies

• Excellent knowledge of sales techniques and customer service best practices.
• Strong teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Team building
• Time management.
• Decision-making.
• Flexibility.

Environment and Physical Activity

• Must be able to work in a non-confined office type setting in which he or she will work remotely. The position may require occasional travel to business offices/units. Most travel is by land, but more distant locations are reached by sea or air.
• During the course of performing, this position must spend time writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
• The incumbent for this position may operate any or all of the following: telephone, cellular telephone, beeper, copy and fax machines, adding machine (calculator), microfilm equipment, encoder, credit card terminal, personal computer and related printers.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.