KBR Project Training Coordinator in ENG, United Kingdom

Title: Project Training Coordinator

Location: GB-ENG-Swindon

Job Number: 1062860

The ICC Coordinator will provide a learning and development service within the National Integrated Service Centre, offering specific-to-role training and talent development solutions to help our employees deliver our business strategy.

Increasing customer satisfaction through effective and energetic engagement with all the helpdesk teams by rapidly implementing training and learning initiatives, as well as measuring quality standards and performance.

Devising and implementing a training and learning strategy for ICC teams to ensure that all coordinators and advisors are effectively trained and competent.

Maximising the effective use of call and email quality analysis, ensuring that learning effectiveness is measured to identify most appropriate methods of delivery to improve operational performance and customer satisfaction.

Continually benchmarking and reviewing our approach to learning and development to ensure we are delivering the highest level of service as committed to all of our clients and customers.

Reviewing and creating training material and content for all aspects of the training and quality needs within the ICC environment, including soft skills, effective systems skills, process knowledge and contractual specific knowledge.

Understanding the short, medium and long terms objectives of the business as well as individual contract specific requirements.

Effectively developing and motivating team leaders and staff within the training environment, providing them with appropriate focus and direction.

Developing close working relationships with all levels of the operational teams to ensure a collaborative and supportive approach in identifying and implementing training and learning initiatives.

Maintaining understanding of new educational and training techniques and methods.

Providing expertise and strategic guidance to the ICC Managers and Customer Delivery Teams to ensure that full and sufficient training is delivered and quality standards are upheld across all of the contracts.

Coordination and training delivery during New Starter Induction.

Qualifications :

Essential:

Proven knowledge, professional competence and experience within an adult learning environment, with a track record of delivering change and implementing new learning strategies and structures.

Proven managerial experience with the ability to motivate and develop members of the team.

Extensive understanding of modern learning techniques within a customer service and contact centre environment.

Ability to work on own initiative as well as part of a team to deliver projects within challenging timescales on budget.

Positive and resilient within a constantly changing and evolving business environment.

Effective communication at all levels.

Previous experience of working in a senior Learning and Development position, preferably with CIPD qualification.

Hold security clearance or ability to obtain.

Desirable:

Facilities Management and or Contact Centre background knowledge and experience.

Computer Aided Facility Management (CAFM) user knowledge and experience.

Job: Project Management/Operations