Operational Learning and Development Manager

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About The Role

Motability Operations are currently recruiting for an Operational Learning and Development Manager to join our team in Edinburgh on a full-time, permanent basis. You'll have the exciting opportunity to join our operational learning and development team within Motability Operations supporting Customer Service teams. This role will be leading and inspiring our team in Edinburgh currently consisting of Quality Analysts, Team Coaches, Trainers and working with the other Learning & Development teams. This is an exciting time to join Motability Operations as we continue to grow our scheme and enhance the offering from our newest site in Edinburgh.

You will support our people to deliver the very best customer service in the most efficient way. This will be through interaction assessments, Coaching Sessions, Training sessions and other Learning and Development activities.

You will be responsible for the day-to-day operation of the Edinburgh L&D team, having line management and performance responsibility. You will be solely responsible for coaching delivery. Working alongside the Quality Coaching Team Manager and Training Development Manager through a matrix management approach to training delivery and quality assurance.

You will help lead the team to deliver a service that underpins the company values, protects the customer conversation and supports the achievement of the corporate business objectives.

About You

We are embarking on an exciting journey where we are evolving the service we offer internally and are looking for a visionary leader who is able to listen, challenge, influence and demonstrate a solid understanding of how we make a real difference within our organisation and the impact this has externally to our Customers, Dealers and Scheme Partners.

Minimum criteria:

• You will be experienced in developing others, leading and motivating teams and delivering industry leading customer experience, ideally in a Contact Centre environment. You are resilient, adaptable, approachable and able to work under pressure in a dynamic and fast paced environment and support your team to do the same
• You will be experienced in all aspects of the Learning Cycle and consider yourself to be an expert in either Coaching or Quality assurance.
• You will excel at relationships. Engaging and influencing your team, clients and stakeholders ensuring that all are delighted with the support they receive and the impact you and your team are having
• You can identify trends, analyse these and communicate findings in a way that delivers effective change and encourages different ways of thinking. You will be confident in the use of Microsoft Office programmes including Outlook, Excel and other business tools
• You will be driven by results and have a solutions focused ways to make improvements. You will be self-organised, structured and methodical in your approach to information management with a strong attention to detail

About The Company

We're the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers' mobility in a fast-changing world. We're the UK's largest car leasing company and we help over 750,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.

What we do

We lease a wide range of tailored mobility solutions to people who receive of one of the Government's qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.

At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.

The Scheme has been providing affordable, worry-free motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

How we work

We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

Our beliefs and values

We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

• We believe no one should be left behind
• We find solutions
• We believe we must take the lead
• We drive change
• We believe everything starts with the customer
• We care

What we can offer you

• Pay: competitive salary, with a yearly discretionary bonus, based on your performance
• Holiday: 28 days, and you can buy and sell days
• Pension: 15% non-contributory pension (9% during probation)
• Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
• Development: A library of internal training on our myLearn platform
• Family friendly: We have competitive family leave policies
• Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
• Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
• Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
• Other 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, free fresh fruit and snacks in the office

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.