About The Role
6 Months Fixed Term Contract/Secondment
This role provides the opportunity to work with and lead our Training and Communication Content Design, Resource and Support Co-ordinators, and Training Delivery teams to create engaging and compelling training and communication content and the training programme for our employees and partners. So, they have the knowledge, skills, and behaviours to provide excellent service to Scheme customers.
You’ll manage direct reports and work with the wider Customer Services Training and Communication and L&D Department management team.
You’ll proactively build relationships with stakeholders to ensure strategic alignment, understanding their challenges, priorities, performance gaps and future changes, and how we can find the right solutions to deliver against these.
You will provide direction to the team as they work with stakeholders to scope, create and deploy communication and training content across all end-to-end journey touchpoints using different delivery methods.
You’ll identify opportunities and solutions where effective content, new tools and technologies that help drive and improve operational performance, service, user experience and minimise effort.
You will co-own the platforms and tools that we use for deployment of communication and training, working with the team and our external suppliers to ensure alignment with our roadmap.
You will drive a holistic and joined up approach that enables a multi-purpose, multi-channel, and multi-media approach to deliver consistent, accurate and up-to-date content for a range of audiences.
You will develop the team’s capability including knowledge and skills across user experience, accessibility, multi-media, tone of voice, communication, and training design and delivery principles, ensuring they meet high quality standards. You’ll encourage the team to look for continuous improvement opportunities while meeting the ongoing content needs of the business.
You will collaborate with the other team managers to oversee the workflow and resource planning within the team ensuring the right work is briefed, governance and key controls are in place and that work is delivered on time and meets high quality and accessibility standards.
You will have overall accountability for the business impact for the solutions we deliver. You will lead the team to collate qualitative and quantitative data to evaluate and measure the impact of communication and training, sharing insights into trends and opportunities with Customer Services teams to support continuous improvements.
You’ll own and establish strong relationships with our suppliers to deliver robust and effective solutions that align with our roadmap and business objectives, on time and on budget.
About You
You’re passionate about the role that quality communication and training content plays in developing peoples’ skills and abilities to excel in their roles.
You enjoy collaborating with multiple clients and stakeholders making sure they’re delighted with the support they receive and the impact you and the team make.
You embrace change i.e., innovative technology, ways of working etc. and you’re motivated by exploring ways of delivering value and impact across the business.
You explore and challenge what good looks like and you’re influential when sharing with others.
You’re comfortable leading teams to find trends, influence change and drive improved customer outcomes.
You can manage your own time and workload, and you have strong attention to detail.
You operate with a high degree of integrity and accountability.
You’re interact confidently with leaders and managers across the business.
You’re committed to personal and professional development, self-directed learning, improvement and staying up to date with industry trends and maintaining best practices.
Minimum criteria:
* Proven experience of driving and delivering blended learning programmes, working across a range of interventions such as online e-learning, assessment questions, virtual and in person facilitated sessions and learning management systems informed by understanding business needs.
* Experience in direct people and performance management. Leadership and development of a team.
* Experience of managing accountabilities that deliver great outcomes for customers, partners, and the business.
* Excellent communication, tone of voice and the ability to tailor content for the relevant audience and can take complex information ranging from business changes to key partner information and turn into clear, engaging, and accessible content.
* Creative problem solver with a track record of producing and deploying engaging and effective content.
* Experience of building, managing, and influencing stakeholder and supplier relationships enabling you to understand their needs, identify, challenge, and recommend suitable solutions and the benefits, manage expectations, and provide a quality service delivery.
* Experience of measuring and evaluating content effectiveness to gain insights into trends and knowledge gaps to support continuous learning improvements.
* Evidence of strong organisational, project, time, and budget management skills to define, prioritise and deliver to deadlines and on budget.
* You have a Bachelor’s degree in HR, Business, Education or related field.
* You’re proficient and experienced in MS Office and Learning Systems (LXP/LMS)
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. 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. They represent ambition, and we look for our people to live and breathe them every day:
We find solutions
We drive change
We care
As a Motability Operations team member, the benefits you can expect are:
* Competitive reward package including an annual discretionary bonus
* 15% non-contributory pension (9% non-contributory pension during probation period)
* 28 days annual leave with option to purchase and sell days
* 1 day for volunteering
* Funded Private Medical Insurance cover
* Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
* Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
* Funded health screening for over 50s
* Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
* Employee Discount Scheme with an app to save on the go
* Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
* Generous family leave policies
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
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