Learning Service Manager

19 Mar 2017
28 Mar 2017
Contract Type
Full Time
Learning Service Manager Birmingham, Fort Dunlop Competitive Salary & Benefits Do you have people management experience within a customer service environment? If so, we would love to hear from you. About the role As a Learning Service Manager, you will manage the operation to deliver excellent customer service through employee engagement and development. Working within the Operations department, you will be managing direct teams on their focus and workload, ensuring and regularly checking that the service delivered meets the customers' expectations. You will have good working knowledge of customer engagement and a background in people Management. You will possess strong business acumen with the ability to think strategically and to understand a customer's underlying business and organisational needs. About Capita | Learning Services | KnowledgePool Capita KnowledgePool is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 73,000 staff across the UK, Europe, South Africa and India. We provide managed learning services, across three core service components of supplier management, training administration and learning consultancy. We manage every type of training, across every subject matter area and every methodology. Our managed learning is provided in 16 countries, in 11 languages with 360,000 learning events managed per year across all of our clients. What you will do: Accountable for meeting our contractual obligations, ensuring that we have resources and skills that can match the demand of our customers Ensuring all KPIs and SLAs are met or exceeded, avoiding contractual scope creep or highlighting the risk of this to the Client Partner or Director Responsible for ensuring and regularly checking that the service delivered is aligned to the customer contract To be the single operational point of contact for your customer(s) Leadership and direction of team; including change leadership, planning, setting priorities and creativity Monitors and ensures the delivery of large scale programmes Your experience will include: People management experience within a customer service environment with good working knowledge of customer engagementHigh transaction volume service business with multiple customer and supplier relationships and commercial modelsStrong business acumen with the ability to think strategically and to understand a customer's underlying business and organisational needsCustomer management experience with strong service orientation with the ability to have difficult customer conversationsExcellent verbal communication skills at all levelsA background in Learning is advantageous What's in it for you? At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do next Help us find out more about you by completing our short application process - click apply now. Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership. Listen | Create | Deliver Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us. If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.