Job Description

Are you a Learning and Development specialist, who prides themselves in helping people grow?

You will join our expert in house Training and Quality Coaches who play a

vital role in the training and development of new to business and existing colleagues.

During an exciting time where was are expanding into an operational support team.


The team are continually looking at new ways to ensure we continually improve our overall training, with a real focus of equipping our colleagues to deliver

First Contact Resolution on interaction

. Ensuring we can support each and every customer, some of which as highly vulnerable.

Our Training and Quality team are flexible; you will be expected

to deliver training via teams and face to face. Balancing technology to enhance learner experience and creating opportunity to continuous improvement and consistency.

You will work as part of the

team to refresh, create training material and maintain knowledge base ensuring that you continually seek feedback from learners and the wider operational team.

You may be asked to support training at other sites, if this is required all expenses are covered.

Planned start date on or before 22nd September - to be able to attend new to business training at Widnes hub for 8 weeks.

Your New Benefits...

Monday to Friday

working

No

Bank Holiday working Working only between

9:00-5:00 Monday to Friday

Option to

Hybrid work -

upon successful completion of probation

,

this would also be when training permits.

Free

eye tests Cycle to work scheme Onsite staff parking Opportunity to gain qualifications - paid apprenticeship opportunities

26 days

annual leave (Fulltime) + up to 8 days Bank Holidays Organised company events Additional learning and development opportunities via Apprenticeship levy Wellness programme Staff Referral Programme. Access to

staff discounts and cash back

with retailers such as Argos, Curry's, M&S, B&Q, Debenhams. Liberata will also automatically enrol you into our contribution matching pension scheme.

Monthly engagement activities

! Such as Liberata Beach Parties, Recognition events and more.

Your new tasks and responsibilities:

Deliver all aspects of training including legislative, system & technical, Data Protection and Soft Skills in accordance with the Training Framework and operational needs, ensuring learners are proactively supported. Support operational functions/ towers, acting as a point of contact for operational escalations, whilst ensuring swift and accurate resolution of issues. Maintain a working knowledge of changing legislation and operational processes, ensuring training remains compliant and effective. Perform quality monitoring as per the standards set in the Quality Framework ensuring accurate information is always provided to customers. Collaborate with the Quality & Training Manager to design and develop training solutions aimed at promotion of on-line services and digital 'take-up'. Proactively coach, mentor and support colleagues during and after training, including those undergoing upskilling and performance improvement initiatives. Test and assess the progress and capability of learners, providing structured feed to Operational Managers. Lead/assist in incentive and motivational schemes. Create, update and enhance training resources to ensure alignment with evolving legislation, operational processes and quality standards. Travel to other office locations to support with training and project related activities which may include overnight stays from time to time. Able to support at pace., when business demand and needs require Gather feedback on a regular basis to enhance training delivery, materials and overall service quality. Maintain knowledge/process platforms in line with processes and procedures - ensuring colleagues are fully equipped to resolve queries. Complete additional training/qualifications to support further development within role. Proactively utilise opportunities to support the business, by creating tailored learning modules and evaluating the effectiveness of training materials in order to provide excellent learner support. Regularly gain feedback and insight to enhance the service delivered via the training team. Any other duties commensurate with the level of the role. Lead and manage a classroom of colleagues - when required particularly with new recruits. Ensuring liasing with team manager

Your Deliverables:

Ensure individual performance and quality targets are consistently met, both during the training period and in the classroom environment. Create, update and maintain a comprehensive training materials, in accordance with departmental and service agreements including client procedural and financial standards, supporting operational excellence. Deliver high impact training programmes; facilitate engaging and effective training sessions, adhering to the Training Framework and tailored to meet the needs of learners, upskilling and, where applicable, policy changes. Deliver coaching and mentoring ensuring learners progress and capabilities are evaluated and documented. Regularly update and manage training documentation, whilst observing confidentiality and data security standards. Drive the ongoing enhancement of training programmes and operational processes, fostering a culture of continuous improvement of the service delivered. Drive and support the delivery of customer first contact resolution. Maintain training and process/knowledge platforms within a timely manner and at a high standard. Comply with company and, where applicable, local site policies and procedures. Complete and apply all corporate training as required for your role. Adherence to all company policies and procedures applicable to this role (available on SharePoint). This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding. Lead and manage a classroom of colleagues - when required particularly with new recruits mange and support HR process

Requirements for the Role

Proven experience applicable to the role and responsibilities. Comprehensive understanding of relevant legislative requirements. Five GCSEs or equivalent at grades A - C or grades 9 - 4, including English and Maths.
Proficient in navigating and using multiple IT systems. Competent with IT Systems. Willingness to travel to various locations as needed to support training and project delivery. Excellent verbal and written communication skills, including the ability to provide constructive feedback during assessment/ learning. A recognised Trainer/ Coach qualification, such as CIPD or equivalent, is essential. Possession of a valid driving licence is desirable. A self-driven and proactive approach to training and development of colleagues. Excellent planning and organisational skills Strong attention to detail. Commercial awareness, understands the strategic direction of the business and actively contributes towards its commercial success Sound problem solving and decision-making skills. Experience and understanding in building training material at all levels.

Desirable

Trainer/Coach Qualification CPID or equivalent. Trainer/Coach experience 1 year + Driving Licence

Security vetting and checks:

If you are successful, you will need to comply with the government's Baseline Personnel Security Standard Verification process, this includes a basic criminal record check which will identify any "unspent" convictions. If you are unable to meet these requirements your offer may be revoked.


Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.


Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.


Many of our services and solutions are available for procurement under various Government frameworks.