L&D Manager

Customer Contact Centre
Salary Details:
£40,000 to £44,000 per annum depending on experience
About The Role
Motability Operations Ltd will be opening a new office in Scotland and we are looking to hire an L&D Manager to lead a team of coaches, responsible for delivering coaching, training and quality monitoring for contact centre advisors.

Reporting into the Communications, Development & Insight Department Manager, who is based in Bristol, and also working closely with the operational management team, the successful candidate will be responsible for the development of advisors throughout their time in the role.
This hands on role will also require delivery of training as well as the planning and organisation of all local L&D activity.

The individual will need to be able to organise, plan and prioritise workloads, quality monitor calls and digital customer experiences, deliver engaging learning, design new courses and enable their team to create innovative 121 development sessions and run pre-designed training courses.

The individual will be required to work evenings and weekends on a rota basis.
About You
We are looking for the following experience:
  • This role is perfect for someone that is passionate about developing others, leading and motivating their team and delivering industry leading customer experience; enabling those they support with the skills and abilities to excel in their roles. The ideal candidate will have experience of doing just that, as well as experience of working in a contact centre
  • You will be comfortable in being part of a management team spread across geographic locations and across coaching and training disciplines
  • You should enjoy: working with people, managing your own time and workload, have strong attention to detail, be able to adapt your approach to individuals and thrive on developing others to excel
  • To get the most from this role, experience of leading a team, coaching, training and developing others is a must, as well as the ability to enable consistency in call quality assessment in the coaches you will lead
  • The ideal candidate will have expert level communication, customer service and organisational skills as well as practical knowledge of Microsoft Office and Outlook. You will need to be able to use your communication skills to present information, influence others and cascade information appropriately at the right time and in the right manner
  • You will thrive on the challenge of developing others, through creative, facilitated training and 121 learning interventions tailored to individuals
  • This role is most suited to someone who is able to drive results, who seeks ways to make improvements and who understands business objectives and the importance of timescales. In addition, it is suited to someone who is self-organised, structured and methodical in their approach to information management
  • You will have experience of designing new training material directed by the ability to conduct and understand business and training needs analysis effectively.
Please note, the minimum requirements of this role are:
  • Experience of leading L&D team
  • People management experience
    About The Company
    At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 625,000 customers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

    Our values are at the heart of everything we do and our people demonstrate these values:
    • Empowerment
    • Empathy
    • Inclusion
    • Forward thinking
    • Excellence
    What’s on offer
    As a Motability Operations Ltd team member you can expect:
    • £40,000 to £44,000 per annum depending on experience
    • 28 days holiday in addition to bank holidays
    • 15% non-contributory pension after probation
    • Private healthcare
    • Life assurance
    • Season ticket loans
    • Voluntary benefits such as discounted car hire, roadside recovery membership, travel insurance, health checks and gym membership

    Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.