Learning & Development Customer Relations Manager 32 views

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Job summary

Do you have exceptional communication and stakeholder management skills?

Do you enjoy communicating verbally or in writing to diverse and varied audiences?

Have you got excellent analytical and data reporting skills?

Do you enjoy working in fast paced environments where change and adapting is key to achieve competing priorities?

If you are seeking a varied and interesting role where you can take a real difference, we’d love to hear from you!

Please note: This part time role will require the successful applicant to work a total of thirty hours per week, the hours will be worked across Tuesday to Friday, or Monday to Friday as shorter days each week.

The advertised salary will be pro rata as the vacancy is part time.

Job description

This role sits within the Customer Relations (CR) team within Learning and Development (L&D). The CR team centralises the management of external training, is the ‘voice of the customer’ and the ‘front shop’ for L&D and therefore this role will be an ambassador for representing L&D in the business but also to ensure that our customer needs are addressed and properly managed.

The CR team responsibilities include the gathering and analysis of learning needs, management of the training budget, creation, delivery and maintenance of the engagement and comms strategy and plan, creation and maintenance of MI data dashboards as well as responding to general queries and inbox management.

This role will therefore, lead discussions around learning needs, budget, training evaluation, training application requests, creation and development of MI data dashboards, comms and engagement, continuous improvement, processes optimisation, amongst others as well as overseeing the work of the team’s Customer Relations Leads.

To achieve the above, the role holder will work closely with the other L&D strands, the Talent and Well-being Team, Apprenticeship team, the Single Points of Contact in the business as well as stakeholders directly.

Responsibilities include, but are not limited to:

  • L&D Partner to allocated business areas to assess their needs, collect and maintain their Learning Needs Analysis (LNA).
  • Design, shape and create a learning needs analysis model that is future proof, proactive and that fully incorporates business needs and L&D interests.
  • Lead on monthly budget review meetings with allocated business areas.
  • Build calculations, reporting formats and provide analysis on budget figures.
  • Report on budget on various forums and meetings.
  • Oversee the CR inbox and that the responses to queries, management of training requests (from learning needs to invoice payment) and timeframes are managed according to the set processes and in a professional and timely manner.
  • Design, shape and implement a Comms plan that serves L&D internally and externally.
  • Lead on the development and design of the L&D data method and plan to implement a thorough and solid data approach.
  • Lead on the development of dashboards to provide the business the Management Information they need to make informed decisions as well as a vehicle to promote L&D.
  • Constantly review processes and ways of working to ensure maximum efficiency.
  • Lead on the development of plans and timelines to achieve projects – these can be on the pipeline or ad-hoc.

For more information about the role and responsibilities please see the attached Candidate Pack.

Person specification

To thrive in this role, you will have experience working in a Learning and Development environment. You enjoy working in a fast-paced environment, your strong organisational skills allow you to adapt and prioritise changing demands.

You will be someone who naturally enjoys working collaboratively with different business areas and likes the challenge of influencing others to achieve business outcomes. You can build rapport quickly with both L&D and external stakeholders which enables you to build solid working relationships.

You will have proven experience using Microsoft office applications and in particular be comfortable using automation tools to reduce manual input and to streamline processes.

You will have proven experience of working with budget and other types of L&D data to create calculations, reporting formats, dashboards and provide analysis on valuable training insights.

You will also have proven experience of designing and implementing communication initiatives to share bespoke messages to different audiences.

To be suitable for this role you will hold a CIPD or equivalent L&D qualification or have the willingness to study towards this. You will also have the willingness to work towards a Continuous Professional Development (CPD).

Location information

This role can be based in Avonmouth, Birmingham, Bristol, Chadderton, Glasgow, Newcastle-upon-Tyne, Nottingham or Swansea. Please note that the Glasgow post will be based in Bishopbriggs and the Birmingham post will be based in Garrets Green.

Your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.

Additional information

There may be occasional UK travel required with possible overnight stays.

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

More Information

  • This job has expired!
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