training manager United Kingdom
Job description
Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.
We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.
At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.
Job Purpose:
The Customer Care Quality Manager is responsible for creating all quality management processes. They will support the Operational Team by identifying process improvements, training and coaching needs to maximise achieve Customer Care strategic potential as well as operational efficiency.
The Customer Care Quality Manager will lead all internal audits and will analyse metrics to identify quality issues they will devise and implement action plans to improve performance and mitigate business risk.
This is a new and exciting position that has been created in the Contact Centre to provide support to the Operations team with the managing and owning the Quality Model.
The role will include but is not limited to:
Quality
- Monitor performance by gathering relevant data and produce statistical reports
- Review customer requirements and make sure they are met
- Implement a Quality Process to be rolled out to the whole Contact Centre
- Look into trends, identify root causes and issues that is impacting the overall customer journey
- Set aligned standards for quality and ability to review
- Set up and maintain controls and documentation procedures
- Assess the effectiveness of changes made
- Use relevant quality tools and make sure managers and other staff understand how to improve performance
- Facilitate Calibration sessions with Leaders
- Train and manage Quality assessors
- Assist in Quality assessments
Training
- Maintain a comprehensive New Starter Training programme and supported go live process for all CC starters including CCAs, Team Leaders & Operations Managers
- Design, implement and maintain a comprehensive CCA long term training and development plan
- Constantly review and evaluate the CC specific new starter experience, updating and making changes as required to maintain the best possible service for our people
- Using a combination of Quality, new starter and Two Year Journey assessment data, constantly evaluate and assess skill levels of colleagues across the CC to ensure standards are maintained and improved
- Recruit, train and manage a team of CC trainers
- Represent CC in any training, L&D, LMS projects around the business to ensure involvement and alignment with company strategies and goals
- Joint lead of CC Two Year Journey with Ops lead; defining the 24 month long program, scoping creating and delivering knowledge assessments, defining rewards as well as training agenda and associated content creation and maintenance
- Creation and maintenance of all CC training documentation and assessments for all trainee programs (CCA, Team Leader, Operations Manager), Two Year Journey content and LMS content
- Maintain excellent working relationship with L&D team ensuring CC remain up to date and compliant with all company wide L&D strategies and requirements
Candidate Profile:
- Experience of managing a quality function across all contact centre channels
- Experienced in Leading a team
- Ability to form cross-departmental relationships and the ability to influence others
- Resilience and persistence when dealing with challenging stakeholders
- Excellent verbal, written and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Analytical and problem-solving ability
- Skilled in numerical and statistical analysis
- Ability to present data and findings in a structured way
- Takes a strategic and structured approach to work
- Has the ability to influence and facilitate change
- Flexible and enthusiastic approach to work, with exceptional attention to detail
- A strong background of Quality management within a Contact Centre environment
- Experience with Quality platforms (ideally Verint)
- Comfortable managing their own workload, responsibilities and not shy away from challenging the status quo
- Strong observation skills, inquisitive and challenging; always looking to improve performance
- Excellent analytical and numerical skills, identifying trends and issues
- Good communicating skills to build effective relationships across various departments
- Ability to take ownership and solution orientated
- Be able to adapt to change efficiently and effectively
- Desirable German/Spanish/French/Italian/Dutch language skills
What we offer you:
- Rewarding salary packages
- Contributory pension scheme of up to 6%
- Opportunity to buy & sell holiday
- Gym membership discounts
- Contributory hospital and health cash plan
- Cycle2Work scheme
- Eye care vouchers
- Free monthly Lifeplus nutritional and personal care products
- Life assurance
- Discounts at leading brands and retailers
Hours and Days:
- 37.5 hours per week between the hours of 7am to 6pm Monday- Friday
Location:
- Lifeplus House, St Neots
The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
- lease note: The successful applicant will be required to undertake a criminal record check.
- Please advise us in advance if you have any special requirements if you are asked to attend an interview.
We are Lifeplus Europe Limited (“Lifeplus”), Lifeplus House, Little End Road, St Neots, PE19 8JH, England, T: +44 1480 224623, E: [email protected]. On submission of your application your CV and contact details will be collected, and retained by Lifeplus. We will process your personal information for recruitment purposes only. Your personal information will be stored in our applicant tracking system (located in the UK), and will only be shared with other members of the Lifeplus group of companies (including those located outside of the EEA) where necessary.
Your personal information is retained for a 12 month period; when this period is over we will either delete your data or inform you that we would like to keep it on our database for future roles or suitable opportunities. Our lawful basis for retaining this information is legitimate interest.
For more details on how Lifeplus treats your personal information please see the Privacy Notice https://www.careersatlp.com/privacy-cookies/or contact us at [email protected].
Indeed2
Job Types: Full-time, Permanent
Salary: Up to £50,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- St. Neots: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years of experience managing a quality function across all contact centre channels do you have?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in St. Neots
