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The main function of this role is to lead the Learning & Development Customer Service Team to deliver excellent services that drive best-in-class learner-engagement and capability. Working with SMEs to improve effectiveness and efficiencies across the function enhancing our customer experience and ROI (return on investment).
Day to Day you'll be managing
Learner Engagement:
- Lead the data analytics and reporting strategies that provide the right information, trends and insights to leaders to drive action around our KPI performance & success measures, provide an oversight of current position to senior leaders and engaging learning campaigns & projects.
- Direct the L&D communication and marketing strategy ensuring our customers are kept informed of the latest LMS developments and role responsibilities, and new and decommissioned L&D propositions, and developments.
- Oversight of the National training schedule ensuring the most efficient and effective provision of training required (to meet our statutory and legal and Charity’s requirements) in high-quality venues and accessible locations delivering the best possible learner-experience.
L&D Effectiveness & Efficiency & LMS:
- Drive the innovation and maintenance of Community Integrated Care's learning management platform (LMS) to enable our L&D propositions, exploit technological advancements, enhance the effectiveness and efficiency, and deliver the best possible user experience.
- Lead the central administration of the function to maintain our learning catalogue and drive swift resolution of issues and troubleshooting for users of the system, working with key stakeholders to define the issue, investigate symptoms and the underlying root cause, managing their expectations, and delivering fixes that minimise the operational impact and further risk.
- Lead the continuous improvement of the L&D processes that govern the provision of our L&D propositions and services to enhance our customer service, SLAs and experience.
Financial:
- Delivery and ownership of the £650k L&D budget to drive best in sector innovation & development, quality and cost equation supporting an excellent learner-culture in the charity.
- Account management of the relationship with our LMS provider to drive a commercially viable and sustainable contract that balances the investment against the benefits and operational risk.
Benefits
Our Ideal Candidate Qualifications Skills Knowledge and Experience (list not exhaustive please review Job Description_ CIPD Level 5 or equivalent experience Must have an understanding of change management principles, and experience leading change Experience of working within regulatory environments Experience of working with Learning management systems Ability to network and tap into a broad set of networks to find ways to innovate and improve Systems thinker – looking for the interconnections and managing the interdependencies between our L&D systems and processes with those across the charity Ability to analyse data and trends and provide meaningful actions Competent in the use of Microsoft Office applications e.g. Outlook, Excel, Word, Powerpoint Please note, if you are interested in this role, we welcome your application as soon as possible! Depending on the volume of applications received, the vacancy may be closed before the expected advertising end date. Interested and want to know a bit more? To find out more about our charity check out: https://www.youtube.com/watch?v=Z-zYkoj7x8s We’re really proud to be a Hive HR Employee Voice Certified organisation, a recognition that confirms our commitment to creating a culture where our colleagues are not only encouraged to share their thoughts, but where this feedback is actively sought and acted upon to drive positive change at every level. In our 2023 Colleague Engagement Survey, 56% (over 3,300!) of our people shared their feedback and insights, giving us an incredible Employee Net Promoter Score of +28. This is a measure of how positively our colleagues talk about us – and 28 is an excellent score compared to other organisations!