Knowledge and Content Training Manager Maternity cover
Knowledge and Content Training Manager Maternity cover
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Job Description
About Us:
At Cuckoo we put our customers at the heart of everything we do as we try to make their lives easier and their broadband faster. Because the truth is we want them to actually feel good about their broadband. Thats why we call it feelgood broadband.
Weve already topped MoneySavingExperts poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UKs most recommended way to connect.
So if youre as customer obsessed as we are and want to help change the face of the UKs broadband industry wed love to hear from you.
About this role:
In this role youll be at the heart of empowering our team making sure everyone is armed with the knowhow skills and tools to deliver service thats not just good but truly exceptional all while driving the business forward.
As our Knowledge and Content Training Manager youll be the mastermind behind creating delivering and maintaining training programs and materials. Youll be collaborating with our inhouse experts to design and roll out tailored sessions that cover everything from onboarding and product knowledge to customer interactions and commercial strategies. But thats not all! Youll also be the driving force behind training initiatives that sync perfectly with our companys sprint delivery and change portfolio.
This means ensuring our customerfacing teams are ready to roll staying agile and ahead of the game as they adjust to rapid updates in products processes and systems. All in a fastpaced everevolving environment where innovation never takes a back seat.
This position is a 12month fixed term contract (maternity cover) and will require occasional presence in our Exeter based Head Office.
What youll do:
- Training Design and Development:Create and maintain engaging training materials for customerfacing teams ensuring alignment with company values and a focus on exceptional service. Collaborate with subject matter experts to ensure content accuracy. Remain updated with learning trends and update training with new processes and tools from the Cuckoo sprint delivery.
- Training Delivery: Lead engaging and interactive training sessions that get everyone involved. Facilitate fun and informative inductions for new starters bringing Cuckoos culture and values to life. Tailor your delivery to different learning styles making sure everyone leaves with practical skills. Provide followup coaching to keep the learning ongoing and offer justintime training to keep up with quick changes in systems processes or products.
- Knowledge Management:Ensure that all training materials and content are regularly updated to align with the business goals and meet regulatory requirements. Actively gather and assess feedback from trainees and stakeholders to identify any knowledge gaps addressing them proactively so the training remains relevant and effective.
- Stakeholder Engagement and Collaboration: Partner with stakeholders to make sure training aligns with business goals whilst also building strong relationships across departments. Turning unique challenges into tailored training solutions. Advise on employee development for customerfacing roles and work closely with sprint teams to ensure training is ready for any new changes. Collaborate with the Head of Learning and Development to complete mandatory training and drive success.
- Performance Measurement and Continuous Improvement: Evaluate training effectiveness through feedback and performance metrics continuously enhancing programs to ensure impactful learning experiences. Keep an eye on industry trends to maintain the companys competitive edge and drive innovation.
You should apply if you are:
- Passionate about creating engaging impactful training materials that are perfectly suited for customerfacing roles.
- Energized by delivering interactive outcomedriven training sessions that keep participants engaged and focused.
- Knowledgeable of full fibre telecoms industry including products services and customer expectations (desirable)
- Great at building strong relationships and collaborating seamlessly with diverse teams to achieve goals.
- Quick to pivot and adjust training strategies based on feedback shifting business needs or new industry trends.
- A Strong communicator with the ability to break down complex ideas into simple easytounderstand concepts for any audience.
- Skilled in designing and delivering training programmes for customer facing teams
- Familiar with the principles of adult learning and instructional design
Life inside the nest:
- Circa 40000 DOE
- 4x Life Assurance
- Income Protection
- Salary Sacrifice Pension
- 30 days holiday plus statutory bank holidays
- Enhanced Sick Leave
- Enhanced Family Leave
- Private Healthcare
- Private Dental Care
- Cycle 2 Work Scheme
- Health Cash Plan
- Shopping Discounts
- Discounted Breakdown Cover
Cuckoos commitment to inclusive hiring:
One of our Cuckoo values is We are different. And we really mean that. Were a diverse bunch with loads of different backgrounds experiences skills and perspectives. And all this makes us strong and better as a team. So if youve got something different to bring to our flock whether youve picked up skills in unexpected places or you approach challenges in a way that others dont wed love you to apply.
Can you see yourself working with us Apply now!
We want all candidates to have every opportunity to shine and show us your talents please let us know if there is anything we can do to make sure our assessment process works for you!
Employment Type
Remote
Company Industry
Key Skills
- System Architecture
- Records Management
- Zendesk
- Customer Support
- Live Chat
- IT Service Management
- ITIL
- Sharepoint
- Metadata
- Knowledge Management
- Intelligence Analysis
- Content Management
