Learning Officer

Recruiter
Anonymous
Location
Oxfordshire
Salary
Competitive
Posted
13 Jun 2019
Closes
27 Jun 2019
Sectors
Human Resources
Contract Type
Permanent
Hours
Full Time
Becoming a Learning Officer with Knowledgepool:

This is an exciting opportunity for a Learning professional to join a busy Learning and Development business. As a Learning Officer you will proactively consult with key stakeholders to identify their learning needs, their learning strategy, preferred mode of delivery and expected performance impact, matching these requirements to our direct delivery capabilities, associates or suppliers. You will be responsible for delivering learning needs including projects and programmes. You will work within a team servicing one or multiple customers, providing expert knowledge to ensure that we delight customers, meeting or exceeding all KPIs and SLAs

The role can be based in either Reading, Birmingham or Krakow

What you will do:

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Ensure all KPIs and SLAs are met or exceeded

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Ensure that there is operational policy compliance

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Act on customer feedback and demonstrates continuous improvement

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Responsible for resolution of all operational customer service issues within SLA

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Proactively build a relationship with key customer contacts to build rapport.

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Deliver customer service excellence through accuracy and quality

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Attend weekly review calls and attends monthly reviews with customers to drive and monitor customer satisfaction

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Process bookings, amendments and cancellations via multiple contact channels

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Take responsibility for large scale programmes/requirements for customers in conjunction with the learning service team and supplier management.

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Plan and design the project/programme and proactively monitoring its progress, resolving issues and initiating appropriate corrective action

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Effectively maintain and manage opportunities and forecasts within systems.

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Qualify the learning needs, using effective questioning techniques and market intelligence to recommend appropriate solutions

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Effectively and proactively qualifies complex customer enquiries and needs, using effective questioning techniques and market intelligence to recommend appropriate solutions.

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Proactively manage training plans to ensure customer needs are met

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Create a schedule of events based on required dates/locations

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Ensure joining instructions are sent to delegates

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Develop an effective relationship with all internal and external stakeholders, e.g. suppliers, customers and other business areas

Your experience will include:

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Minimum of five GCSEs grade A-C including English and Math's - or equivalent qualification.

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Experience of working in an Operations environment

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Experience of working on projects

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Successfully managing customer relationships

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Ability to work within a team based environment and use own initiative where necessary

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Good understanding of profit and loss

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Ability to follow procedures and suggest service improvements

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Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls. Desired Qualifications Experience

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Background knowledge of a Training environment ideal

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Experience of dealing with customers and suppliers

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Experience of dealing with learning related queries

About Knowledgepool

Knowledgepool, part of Capita plc, is a leader in Learning and Development Transformation. Our expertise covers everything from strategic learning consultancy to managed learning services, curriculum design and training delivery to digital and competency management. We also specialise in apprenticeships and pre-employment programmes. You'll be joining a team who are passionate about innovation and who take pride in making learning and training the best experience possible.

Knowledgepool are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers' needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact for guidance.

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership

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