Training Delivery Manager

This role is responsible for leading the Learning Delivery Team to provide an efficient effective learning delivery service through and engaged team of trainers. Mainly focussed on both Retail and Operations contact centres, however, to pivot as required to support the wider business and it's needs. The role also requires an ongoing focus on continuous improvement and innovation and a clear focus on critical performance metrics for the team and it's customer areas.What you'll be doing as a Training Delivery Manager

• Managing a team that is based in both Swindon & Reading and taking the lead on identifying learning requirements for our BAU offer and managing and evaluating the training plan.
• Focusing on process, systems, and customer service training in a contact centre environment alongside a small amount of foundational manager training, you will lead a team of trainers to deliver training solutions to support the business in meeting strategic business objectives.
• Create and manage a training programme of events throughout the year.
• Develop (in partnership with the wider team) and deliver blended learning programmes to ensure meeting core BAU requirements for key roles. Focusing on induction programmes for high volume roles to ensure team members are engaged and to positively impact customer satisfaction.
• Working with Learning Consultants and delivery team to advise on best solutions and add in operation context or consideration as required.
• Build and maintain effective working relationships with stakeholders to ensure smooth ways of working.
• Create and present a monthly dashboard for Head of Learning. Including analysis and insight of data and actions required.

Base Location: Swindon, HybridWorking Pattern or hours: 36What you should bring to the role

• Experience in leading and managing a team
• Stakeholder engagement
• Microsoft Office package experience
• Awareness of how customer outcomes are delivered through contact centre environments
• A good grasp of service-level concepts and capacity planning/management
• CIPD qualification in Learning & Development / Human Resources and/or experience is desirable

What's in it for you?

• Competitive salary up to GBP55,000 pa, depending on experience.
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
• Contributory pension - Defined Contribution - Maximum of 12% -2x employee contribution
• Personal Medical Assessments - Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing

Who are we?At Thames Water, our purpose is crystal clear - to deliver life's essential service so our customers, communities and planet can thrive. Water is life's great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we're committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part? Working at Thames WaterAt Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings. Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. Find out more about?working at Thames Water. When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way. Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.