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Learning and Development Manager reporting to Deputy Director of Contact Centre

Grade E

Role Purpose: To coach/develop Customer Service Officers and Team Leaders. To maintain a comprehensive training needs analysis of staff and ensure appropriate training plans are put in place to support the business.

To develop and implement a quality monitoring regime to deliver service improvements to the customers experience including delivering a right first time service.

To develop training programme’s that support corporate induction, ongoing personal development and enable staff to deliver excellent customer service.

To co-ordinate training and development of the team in order to develop individuals’ skill while creating a balance of skills to enable the Deputy Director of Contact Centre to maximise the opportunities from Work Force Planning.

To support the Deputy Director in migrating new services into the Contact Centre and to ensure staff are multi-skilled across a number of defined services.

To undertake benchmarking exercises to assess quality, as well us prepare the Contact Centre for external accreditation and ensure these standards are maintained and reviewed on a regular basis.

Provide reports on performance and quality on a regular basis to the Deputy Director of Contact Centre.

Key Accountabilities
Key Elements
% Time

Coach Customer Services Officers & Team Leaders
•Regularly Coach all Customer Services Officers to develop their own individual skills, by both organising regular one to one coaching slots and also dealing with coaching requests.
•Report and feedback on themes and coaching requirements to the Deputy Director of Contact Centre and deliver focused training / coaching on specific issues as required.
•Complete quality monitoring feedback forms on all staff and rate staff on quality of calls.
•Assess staff for skill based routing purposes.
•Train all new staff in the Contact Centre on systems, processes, and also the standards and quality for call handling
•Use the Gober Customer Service themes in coaching the CSO’s and act as a Champion for Customer Service in the Contact Centre.
•Work closely with the Deputy Director of Contact Centre on ideas and proposals to develop the quality service delivered by the contact centre
45%

Develop a Quality Monitoring Regime
•Develop the Quality monitoring feedback forms to ensure they capture all the relevant issues and address service delivery and service improvements including delivering a right first time query resolution.
•Develop and deliver a Quality Assurance System.
•Develop a record system to maintain key performance indicators on quality.
•Working in conjunction with the Operations Manager and Team Leaders to monitor:
 quality and accuracy of advice given
 data quality and accuracy of data entry
 appropriate referrals to back office and escalation points
 the correct use of protocols
 appropriate signposting to other organisations and analysis of avoidable contact
 process accuracy including compliance with tracked cases and requests
 use of call backs and customer surveying.
•Average Handling Time of calls analysis
•Monitor overall themes coming out of the coaching sessions and make recommendations for further training, information requests, questions and answers,
•Write up learning outcomes of the quality coaching sessions both for the individual and where appropriate that the coaching should be widened to all CSO’s.
•Set up and Deliver Listen and Learn session once call recording technology is in place with the Team Leaders. Select appropriate calls which may demonstrate specific training requirements.
•Write and maintain documentation in the form of manuals, guidance notes etc
•To assist in the preparation of reports, briefings, training programmes and presentations for managers and CSOs
15%

Expansion of Service
•To support the Deputy Director of Contact Centre and Team Leaders with specialist skills in the design of processes and to develop migration strategies for quality and training related aspects of service migration.
•Ensure the coaching role is managed to plan for and deliver new services.
10%

Service Improvements
•Assist the Deputy Director of Contact Centre and the Operations Manager in the delivery of the call recording and skill based routing projects.
•Develop and deliver the protocols for call recording with the Deputy Director of Contact Centre and Operations Manager.
•Develop a “Sensational Call Bank” on Genie
•Develop a relationship with the clients of the Contact Centre so to improve the flow of information regarding call quality and content so that the overall service is improved.
•Inform and support strategies for continued delivery of excellent services.
•Ensure consultation and other feedback from staff & customers is used to inform & drive service improvements
10%

Service Level Agreement
•Deliver the Quality elements of the Balanced Score Card KPIS of SLAs with all new clients as part of business expansion ensuring that targets are achievable and agreed by the Deputy Director of Contact Centre .
5%

Customer Involvement in the design of the Contact Centre
•Research and recommend methods for involving customers in the design of the service facilitate involvement and plan for the implementation of any recommendations received as a result of this involvement.
5%

Research and Best Practice
•Research best practice for Contact Centres ensuring that this project maximises the potential to produce a high quality and an effective product.
•Visit other contact centres and feedback best practice into project development proposals.
•Work with the Group Head of Contact Centre and Project Manager/Analyst towards the Contact Centre achieving Accreditation with the Contact Centre Association.
•Benchmarking – where necessary provide information or support to benchmarking groups allowing the contact centre to compare and contrast performance with other agencies.
10%

Dimensions
Financial

Non-financial
•Responsible developing and delivering effective training programme’s for staff.

Contacts – external and internal
•Customer Services Officers
•Deputy Director of Contact Centre , Contact Centre Team Leaders and Operations Manager
•Internal Clients of the Contact Centre – subsidiaries and the Contact Centre Client Board
•Directors and Senior Managers – in advising and proposing solutions to development and enhancement needs

Decision Making – authority, mandates and constraints
•Proposing solutions and making recommendations on the contact centre development
•Suggesting, following investigation the best way to solve problems and issues raised during project groups
•Suggesting, following investigation how best to implement and introduce new systems into the existing ones
•Decisions on the best use of resources and the procurement of services

Context / Other Factors
•Will be required to work closely with the Deputy Director of Contact Centre, Operations Manager and Contact Centre Team Leaders to deliver the project and form a good working relationship with the Contact Centre clients both existing and prospective.
•Will be required to work outside normal office hours from time to time as determined by workload
•Will be required to work from other office locations when required
•Must not breach any confidentiality rules
•Be aware of data protection and freedom of information legislation
•Be aware of Government initiatives
•Keep abreast of housing sector developments (both IT and non-IT)

Role related knowledge, skills and experience at entry (Progression in Role – Entry Level)
•Practical experience of coaching and developing training packages preferably in housing or public sector environment
•CIPD Qualified (desirable)
•Demonstrable coaching skills
•Experience of working with multi clients with conflicting needs ensuring that internal working relationships are maintained
•Substantial experience of working in a customer services orientated environment where the customer comes first
•Good personable skills to effectively deliver constructive criticism and coaching
•Practical experience of delivering and developing quality services including quality assurance measures.

Note: All employees are expected to be flexible in undertaking the duties and responsibilities attached to their role and may be asked to perform other duties, which reasonably correspond to the general character of their role and their level of responsibility.