Operational Service Centre - Project Training Lead
The primary responsibility is to deliver all the training content to both new and existing employees, as part of the Operational Services Centre mobilisation, and to oversee the follow-on quality and competency assessments of each employee who has received training. In addition, you will be responsible for keeping all employee training records up to date, as well as managing the E-Learning hub and its content.
You will be working as part of a Project team in collaboration with the wider business and Operational teams, ensuring that the mobilisation of the Operational Services Centre and transformational project is delivered to the required standards and expectations of the business.
As the Lead Trainer, you will be expected to be dynamic in your engagement with all employees, facilitating their learning and development. You will be expected to have the leadership ability and confidence required to support both new employees and existing employees in their roles within the Operational Services Centre.
• To deliver Induction training for all new employees joining the business, including the delivery of all relevant process training, competency and customer service skills training, knowledge transfer and customer specific knowledge training.
• As part of the mobilisation of new contracts, delivering Knowledge Transfer training to existing employees, including both refresher skills and competency training, relevant process training and customer specific knowledge training.
• To ensure all training is delivered in a dynamic learning environment, incorporating the use of both traditional and functional delivery styles as well as innovative training methods. You will be expected to deliver the majority of training face to face in a classroom style environment, but will be expected to adapt as required utilising remote learning techniques.
• To ensure each employee who receives training is provided with the relevant quality and competency assessments throughout their probationary period, ensuring a transition of handover of each employee into the operation.
• To have an understanding of e-learning techniques, and where relevant, be involved in the creation and/or delivery of e-learning packages; researching new technologies and methodologies in workplace learning and presenting this research to the project and operational teams.
• To create and manage the content of the E-Learning Hub, and to ensure that the training modules contained on the system are appropriate for the needs of the staff, and that all content reflects current operational practice.
• To identify and assess any individual training needs/gaps for both new and existing employees through training delivery analysis, quality, and competency assessments, creating any remedial training requirements deemed necessary.
• To provide opportunities for ongoing skills and educational development, continuous improvement of the learnings methods, including performance improvement and in the onboarding experience of new hires.
• Identifies the needs of new and existing employees and adds value by exceeding these through the quality of service and training provided.
• Creates and sustains mutually beneficial relationships with the project and operational teams based on a track record of delivery and trust.
• Identifies opportunities to improve efficiency of work processes.
• Applies skills, effort and judgement required to get the job done.
• Acts as a role model to others, leading by example and coaching.
• Works cooperatively and productively with others, openly exchanging information and supporting colleagues to achieve team goals.
• Utilises influencing skills to good advantage where appropriate.
• Translates local business plans into targets for training and progression.
• Keeps up to date on current internal and external procedures and regulations.
• Aware of the need to adopt differing styles and approaches for differing groups of people and adapts behaviours accordingly.
• Able to manage workloads and prioritise effectively.
• Takes pride in achieving quality and quantity targets.
• Gathers performance data to measure and monitor improvements in business operations.
• Maximises the use of available resources.
• Ability to problem solve with methodical approach, react quickly and productively, serving as a resource for specific problems and undertaking appropriate steps to resolve.
Skills & Qualifications
• Competent in oral and written English.
• A minimum of four years’ experience in a training and coaching role, including experience using E-Learning platforms.
• Competent IT skills.
• Has delivered high quality and consistent performance and standards in customer service delivery
• CRM database knowledge is essential; Tririga/Maximo/360 knowledge is desired
• Previously worked within a Service Desk/Customer Service centre
Please call Lily on 01782 712 230 for a confidential conversation, or email your CV to
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When You register with any Jobmonitor Site, You will be asked to create an account and provide Jobmonitor with certain information including, without limitation, a valid email address (Your "Information").
Any Profile You submit must be accurate and describe You, an individual person. The Profile requires standard fields to be completed and you may not include in these fields any telephone numbers, street addresses, email addresses or other means of contacting You, other than Your last name and URLs.
You acknowledge and agree that You are solely responsible for the form, content and accuracy of any resume or material contained therein placed by You on the Jobmonitor Sites.
You understand and acknowledge that You have no ownership rights in Your account and that if You cancel Your Jobmonitor account or Your Jobmonitor account is terminated, all Your account information from Jobmonitor, including resumes, Profiles, cover letters, saved jobs, questionnaires will be marked as deleted in and may be deleted from Jobmonitor's databases and will be removed from any public area of the Jobmonitor Sites. Information may continue to be available for some period of time because of delays in propagating such deletion through Jobmonitor’s web servers. In addition, third parties may retain saved copies of Your Information.
Jobmonitor reserves the right to delete Your account and all of Your Information after a significant duration of inactivity.
5. User Content and Submissions.
You understand that all information, data, text, software, music, sound, photographs, graphics, video, advertisements, messages or other materials submitted, posted or displayed by You on or through a Jobmonitor Site ("User Content") is the sole responsibility of the person from which such User Content originated. Jobmonitor claims no ownership or control over any User Content. You or a third party licensor, as appropriate, retain all patent, trademark and copyright to any User Content you submit, post or display on or through Jobmonitor and you are responsible for protecting those rights, as appropriate. By submitting, posting or displaying User Content on or through Jobmonitor, you grant Jobmonitor a worldwide, non-exclusive, royalty-free, transferable, sub-licensable license to use, reproduce, adapt, distribute and publish such User Content through Jobmonitor. CV’s can be converted, spam filtered and only then submitted to corporations. If you don’t agree to the terms they will be not converted or spam filtered. In addition, by submitting, posting or displaying User Content which is intended to be available to the general public, you grant Jobmonitor a worldwide, non-exclusive, royalty-free license to reproduce, adapt, distribute and publish such User Content for the purpose of promoting Jobmonitor and its services. Jobmonitor will discontinue this licensed use within a commercially reasonable period after such User Content is removed from Jobmonitor. Jobmonitor reserves the right to refuse to accept, post, display or transmit any User Content in its sole discretion.
You also represent and warrant that You have the right to grant, or that the holder of any rights, including moral rights in such content has completely and effectively waived all such rights and validly and irrevocably granted to You the right to grant, the license stated above. If You post User Content in any public area of any Jobmonitor Site, You also permit any User to access, display, view, store and reproduce such User Content for personal use. Subject to the foregoing, the owner of such User Content placed on any Jobmonitor Site retains any and all rights that may exist in such User Content. Jobmonitor may review and remove any User Content that, in its solejudgment, violates these Terms, violates applicable laws, rules or regulations, is abusive, disruptive, offensive or illegal, or violates the rights of, or harms or threatens the safety of, Users of any Jobmonitor Site. Jobmonitor reserves the right to expel Users and prevent their further access to the Jobmonitor Sites and/or use of Jobmonitor Services for violating the Terms or applicable laws, rules or regulations. Jobmonitor may take any action with respect to User Content that it deems necessary or appropriate in its sole discretion if it believes that such User Content could create liability for Jobmonitor, damage Jobmonitor’s brand or public image, or cause Jobmonitor to lose Users or (in whole or in part) the services of its ISPs or other suppliers.
Jobmonitor does not represent or guarantee the truthfulness, accuracy, or reliability of User Content, derivative works from User Content, or any other communications posted by Users nor does Jobmonitor endorse any opinions expressed by Users. You acknowledge that any reliance on material posted by other Users will be at Your own risk.
The following is a partial list of User Content that is prohibited on the Application. The list below is for illustration only and is not a complete list of all prohibited User Content.
• is implicitly or explicitly offensive, such as User Content that engages in, endorses or promotes racism, bigotry, discrimination, hatred or physical harm of any kind against any group or individual;
• harasses, incites harassment or advocates harassment of any group or individual;
• involves the transmission of “junk mail”, “chain letters,” or unsolicited mass mailing, “spamming” or “phishing”;
• promotes or endorses false or misleading information or illegal activities or conduct that is abusive, threatening, obscene, defamatory or libelous;
• promotes or endorses an illegal or unauthorized copy of another person's copyrighted work, such as providing or making available pirated computer programs or links to them, providing or making available information to circumvent manufacture-installed copy-protect devices, or providing or making available pirated music or other media or links to pirated music or other media files;
• contains restricted or password only access pages, or hidden pages or images;
• displays or links to pornographic, indecent or sexually explicit material of any kind;
• provides or links to material that exploits people under the age of 18 in a sexual, violent or other manner, or solicits personal information from anyone under 18; or
• provides instructional information about illegal activities or other activities prohibited by these Terms, including without limitation, making or buying illegal weapons, violating someone's privacy, providingor creating computer viruses or pirating any media; and
• solicits passwords or personal identifying information from other Users.
Any Profile You submit must describe You, an individual person. Examples of inappropriate and prohibited Profiles include, but are not limited to, Profiles that purport to represent an animal, place, inanimate object, fictional character, or real individual that is not You.
You may not include, in any User Content submitted to Jobmonitor Networking, information that may be interpreted as a direct solicitation, advertisement or recruitment for an available job position directed to individuals seeking employment on either a full time or part time basis. In order to protect our Jobmonitor Community Users from commercial advertising or solicitation, Jobmonitor reserves the right to restrict the number of e-mails or other messages which a User may send to other Users to a number which Jobmonitor deems appropriate in its sole discretion.
Profiles derived from User Content may also be made available through the Jobmonitor Sites. Jobmonitor does not make any representations regarding the accuracy or validity of such derived works or their appropriateness forevaluation by employers. Derived Profiles may differ significantly from User Content.
We appreciate hearing from our Users and welcome Your comments regarding our services and the Jobmonitor Sites. Please be advised, however, that our policy does not permit us to accept or consider creative ideas, suggestions, inventions or materials other than those which we have specifically requested. While we do value Your feedback on our services, please be specific in Your comments regarding our services and do not submit creative ideas, inventions, suggestions, or materials. If, despite our request, You send us creative suggestions, ideas, drawings, concepts, inventions, or other information (collectively the "Submission"), the Submission shall be the propertyof Jobmonitor. None of the Submission shall be subject to any obligation of confidentiality on our part and we shall not be liable for any use or disclosure of any Submission. Jobmonitor shall own exclusively all now known orlater discovered rights to the Submission and shall be entitled to unrestricted use of the Submission for any purpose whatsoever, commercial or otherwise, without compensation to You or any other person.
6. Identification Of Agent To Receive Notification And Elements Of Notification Of Claimed Copyright or Trademark Infringement.
If You believe that Your copyrighted work or trademark has been uploaded, posted or copied to any Jobmonitor Site and is accessible on such Jobmonitor Site in a way that constitutes copyright or trademark infringement, please contact Jobmonitor
7. Policy Regarding Termination Of Users Who Infringe The Copyright Or Other Intellectual Property Rights Of Others.
Jobmonitor respects the intellectual property of others, and we ask our Users and content partners to do the same. The unauthorized posting, reproduction, copying, distribution, modification, public display or public performance of copyrighted works constitutes infringement of the copyright owners rights. As a condition to Your use of the Jobmonitor Sites, You agree not to use any Jobmonitor Site to infringe the intellectual property rights of others in any way. Jobmonitor reserves the right to terminate the accounts of any Users, and block access to the Jobmonitor Sites of any Users who are repeat infringers of the copyrights, or other intellectual property rights,of others. Jobmonitor reserves the right, in its sole discretion, to take these actions to limit access to the Site and/or terminate the accounts of any time, in our sole discretion Users who infringe any intellectual property rights of others, whether or not there is any repeat infringement, with or without notice, and without any liability to the User who is terminated or to the User whose access is blocked. Notwithstanding the foregoing, in theevent that You believe in good faith that a notice of copyright infringement has been wrongly filed against You, please contact Jobmonitor as set forth in Section 6 above.
8. Jobmonitor's Liability.
The Jobmonitor Sites act as, among other things, venues for (i) employers to post job opportunities and search for and evaluate job candidates and (ii) candidates to post resumes and Profiles and search for and evaluate job opportunities. Jobmonitor does not screen or censor the listings, including Profiles offered. Jobmonitor is not involved in, and does not control, the actual transaction between employers and candidates. As a result, Jobmonitor is not responsible for User Content, the quality, safety or legality of the jobs or resumes posted, the truth or accuracy of the listings, the ability of employers to offer job opportunities to candidates or the ability ofcandidates to fill job openings and Jobmonitor makes no representations about any jobs, resumes or User Content on the Jobmonitor Sites. While Jobmonitor reserves the right in its sole discretion to remove User Content, job postings, resumes or other material from the Jobmonitor Sites from time to time, Jobmonitor does not assume any obligation to do so and to the extent permitted by law, disclaims any liability for failing to take any such action.
Jobmonitor Networking provides a venue for individuals to network for professional and personal purposes and Jobmonitor does not screen or censor the Profiles or User Content on the Jobmonitor Sites. Jobmonitor is not involved in the actual communications between Users. As a result, Jobmonitor has no control over the accuracy, reliability, completeness, or timeliness of the Profiles or User Content submitted on the Jobmonitor Sites and makes norepresentations about any Profile or User Content on the Jobmonitor Sites.
Note that there are risks, including but not limited to the risk of physical harm, of dealing with strangers, underage persons or people acting under false pretenses. You assume all risks associated with dealing with otherusers with whom You come in contact through the Jobmonitor Sites. By its very nature other people’s information may be offensive, harmful or inaccurate, and in some cases will be mislabeled or deceptively labeled. We expect that You will use caution and common sense when using the Jobmonitor Sites.
Because User authentication on the Internet is difficult, Jobmonitor cannot and does not confirm that each User is who they claim to be. Because we do not and cannot be involved in User-to-User dealings or control the behavior of participants on any Jobmonitor Site, in the event that You have a dispute with one or more Users, You release Jobmonitor (and our agents and employees) from claims, demands and damages (actual and consequential and direct and indirect) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes to the fullest extent permitted by law.
The Jobmonitor Sites and the Jobmonitor Content may contain inaccuracies or typographical errors. Jobmonitor makes no representations about the accuracy, reliability, completeness, or timeliness of any Jobmonitor Site or the Jobmonitor Content. The use of all Jobmonitor Sites and the Jobmonitor Content is at Your own risk. Changes are periodically made to Jobmonitor Sites and may be made at any time. Jobmonitor cannot guarantee and does not promise any specific results from use of any Jobmonitor Site. No advice or information, whether oral or written, obtained by a User from Jobmonitor or through or from any Jobmonitor Site shall create any warranty not expressly stated herein.
If You are a California resident, You waive California Civil Code Section 1542, which says: "A general release does not extend to claims which the creditor does not know or suspect to exist in his or her favor at the time of executing the release, which if known by him or her must have materially affected his or her settlement with the debtor."
Jobmonitor encourages You to keep a back-up copy of any of Your User Content. To the extent permitted by law, in no event shall Jobmonitor be liable for the deletion, loss, or unauthorized modification of any User Content.
Jobmonitor does not provide or make any representation as to the quality or nature of any of the third party products or services purchased through any Jobmonitor Site, or any other representation, warranty or guaranty. Any such undertaking, representation, warranty or guaranty would be furnished solely by the provider of such third party products or services, under the terms agreed to by the provider.
If You believe that something on the Site violates these Terms please contact our designated agent set forth in Section 6 above.
If notified of any content or other materials which allegedly do not conform to these Terms, Jobmonitor may in its sole discretion investigate the allegation and determine whether to remove or request the removal of the content. Jobmonitor has no liability or responsibility to Users for performance or nonperformance of such activities.
9. Disclaimer of Warranty.
TO THE FULLEST EXTENT POSSIBLE BY LAW, Jobmonitor DOES NOT WARRANT THAT ANY Jobmonitor SITE OR ANY Jobmonitor SERVICES WILL OPERATE ERROR-FREE OR THAT ANY Jobmonitor SITE AND ITS SERVERS ARE FREE OF COMPUTER VIRUSES OR OTHER HARMFUL MECHANISMS. IF YOUR USE OF ANY Jobmonitor SITE OR THE Jobmonitor CONTENT RESULTS IN THE NEED FOR SERVICING OR REPLACING EQUIPMENT OR DATA OR ANY OTHER COSTS, Jobmonitor IS NOT RESPONSIBLE FOR THOSE COSTS. THE Jobmonitor SITES AND Jobmonitor CONTENT ARE PROVIDED ON AN "AS IS" BASIS WITHOUT ANY WARRANTIES OF ANY KIND. Jobmonitor, TO THE FULLEST EXTENT PERMITTED BY LAW, DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTY OF MERCHANTABILITY, FITNESS FOR PARTICULAR PURPOSE AND NON-INFRINGEMENT. Jobmonitor MAKES NO WARRANTIES ABOUT THE ACCURACY, RELIABILITY, COMPLETENESS, OR TIMELINESS OF THE Jobmonitor CONTENT, SERVICES, SOFTWARE, TEXT, GRAPHICS, AND LINKS.
10. Disclaimer of Consequential Damages.
TO THE FULLEST EXTENT POSSIBLE BY LAW, IN NO EVENT SHALL Jobmonitor, ITS SUPPLIERS, OR ANY THIRD PARTIES MENTIONED ON ANY Jobmonitor SITE BE LIABLE FOR ANY DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, INCIDENTAL AND CONSEQUENTIAL DAMAGES, LOST PROFITS, OR DAMAGES RESULTING FROM LOST DATA, LOST EMPLOYMENT OPPORTUNITY OR BUSINESS INTERRUPTION) RESULTING FROM THE USE OR INABILITY TO USE ANY Jobmonitor SITE AND THE Jobmonitor CONTENT, WHETHERBASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT Jobmonitor IS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
11. Limitation of Liability.
TO THE FULLEST EXTENT POSSIBLE BY LAW, Jobmonitor'S MAXIMUM LIABILITY ARISING OUT OF OR IN CONNECTION WITH ANY Jobmonitor SITE OR YOUR USE OF THE Jobmonitor CONTENT, REGARDLESS OF THE CAUSE OF ACTION (WHETHER IN CONTRACT, TORT, BREACH OF WARRANTY OR OTHERWISE), WILL NOT EXCEED $100.
12. Links to Other Sites.
The Jobmonitor Sites contain links to third party Web sites. These links are provided solely as a convenience to You and not as an endorsement by Jobmonitor of the contents on such third-party Web sites. Jobmonitor is not responsible for the content of linked third-party sites and does not make any representations regarding the content or accuracy of materials on such third party Web sites. If You decide to access linked third-party Web sites, You do so at Your own risk.
13. No Resale or Unauthorized Commercial Use.
You agree not to resell or assign Your rights or obligations under these Terms. You also agree not to make any unauthorized commercial use of any Jobmonitor Site.
You agree to defend, indemnify, and hold harmless Jobmonitor, its affiliates, and their respective officers, directors, employees and agents, from and against any claims, actions or demands, including without limitation reasonable legal and accounting fees, alleging or resulting from (i) any User Content or other material You provide to any Jobmonitor Site, (ii) Your use of any Jobmonitor Content, or (iii) Your breach of these Terms. Jobmonitorshall provide notice to You promptly of any such claim, suit, or proceeding.
Jobmonitor makes no claims or representations that the Jobmonitor Content may be lawfully viewed or accessed outside of Ireland. Access to the Jobmonitor Content may not be legal by certain persons or in certain countries.If You access any Jobmonitor Site You do so at Your own risk and are responsible for compliance with the laws of Your jurisdiction. Any software downloaded from any Jobmonitor Site is further subject to Ireland export controllaws, and may not be downloaded or otherwise exported or re-exported (i) into (or to a national or resident of) Cuba, Iraq, Libya, North Korea, Iran, Syria or any other country to which the U.S. has embargoed goods or (ii) toany individual or entity on the U.S. Treasury Department’s list of Specially Designated Nationals or the U.S. Commerce Department’s Table of Deny Orders. By downloading or using such software, You represent and warrant that You are not located in, under the control of, or a national or resident of any such country, individual, or entity on any such list.
These Terms are governed by the internal substantive laws of the Commonwealth of Massachusetts, without respect to its conflict of laws principles. Jurisdiction for any claims arising under this agreement shall lie exclusively with the state or federal courts within Boston, Massachusetts. If any provision of these Terms are found to be invalid by any court having competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms, which shall remain in full force and effect. No waiver of any term of these Terms shall be deemed a further or continuing waiver of such term or any other term. In addition, Jobmonitor’s failure to enforce any term of these Terms shall not be deemed as a waiver of such term or otherwise affect Jobmonitor’s ability to enforce such term at any point in the future. Except as expressly provided in an additional agreement, additional Terms for certain areas of the Jobmonitor Sites, a particular "Legal Notice," or software license or material on particular pages on the Jobmonitor Sites, these Terms constitute the entire agreement between You and Jobmonitor with respect to the use of the Jobmonitor Sites. No changes to these Terms shall be made except by a revised posting on this page.
16. Additional Terms.
17. Mobile Services.
If You use the Jobmonitor Sites through a mobile device, You agree that information about Your use of the Jobmonitor Sites through Your mobile device and carrier may be communicated to us, including but not limited to Yourmobile carrier, Your mobile device, or Your physical location. In addition, use of the Jobmonitor Sites through a mobile device may cause data to be displayed on and through Your mobile device. By accessing the Jobmonitor Sites using a mobile device, You represent that to the extent You import any of Your Jobmonitor data to Your mobile device that You have authority to share the transferred data with Your mobile carrier or other access provider. In the event You change or deactivate Your mobile account, You must promptly update Your Jobmonitor account information to ensure that Your messages are not sent to the person that acquires Your old number and failure to do so is Your responsibility. You acknowledge You are responsible for all charges and necessary permissions related to accessing the Jobmonitor Sites through Your mobile access provider. Therefore, You should check with Your provider to find out if the Jobmonitor Sites are available and the terms for these services for Your specific mobile devices.
By using any downloadable application to enable Your use of the Jobmonitor Sites, You are explicitly confirming Your acceptance of the terms of the End User License Agreement associated with the Application provided at download or installation, or as may be updated from time to time.
18. Term and Termination.
These Terms will remain in full force and effect while You are a User of any Jobmonitor Site. Jobmonitor reserves the right, at its sole discretion, to pursue all of its legal remedies, including but not limited to removalof Your User Content from the Jobmonitor Sites and immediate termination of Your registration with or ability to access the Jobmonitor Sites and/or any other services provided to You by Jobmonitor, upon any breach by You of these Terms or if Jobmonitor is unable to verify or authenticate any information You submit to a Jobmonitor Site registration. Even after You are no longer a User of the Jobmonitor Sites, certain provisions of these Terms will remain in effect, including Sections 1, 2, 5, 7 through 16, inclusive.
Update effective March 2020
Summary of Changes – effective March 2020
Data Controller: Sole Trader Harald Stuckler
ICO Registration Number: ZA458773
Contact: Bachstrasse 1, 9606 Butschwil, Switzerland
Telephone: +41 43 50 80 250