Quality & Development Lead

Job Title: Quality & Development Lead

Salary: Up to £33,500

Location: Chiswell Court, Dunstable

We are looking for a Quality & Development Lead for Guest Support, you’ll be joining us on our exciting journey to enhance our guest experience and embed new ways of working. Building relationships with our outsourced partner to share best practice.

We’re Whitbread the UK’s largest hospitality business with over 1,200 hotels and restaurants across the UK but we’re more than that. We’re the 38,000 people who make everyday experiences special that delight over 5 million guests every month.

Why you’ll love it here

• Healthcare: BUPA healthcare
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
• Bonus: Up to 10% company performance related bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What you’ll do

As the Quality & Development Lead, you will use your skills and experience to deliver a class leading training experience to our new starters and existing teams. In addition, you will also be using your unique skillset to assess call, email and live chat quality, providing feedback and support to our agents and advisors. You will use insight and feedback to create and deliver relevant upskilling training, or tailored sessions, to ensure our agents and advisors are supported and developed.

You will be responsible for creating the blueprints of all quality and training processes, criteria and ensure we are maintaining high standards across the team.

In this diverse role you will also support the Learning & Development Manager with any supplementary training required to roll out, such as new tech implementations. You will use your experience to ensure the right method of training is provided at the right times.

What we need

• Experience of creating, reviewing and maintaining training materials to deliver required outcomes. Using new ideas and own experience to enhance the material.
• Demonstrate experience of delivering training suitable for all learning styles and audiences. Using various training methods to engage everyone.
• Demonstrate experience to spot and analyse trends, actively providing feedback and ways to improve to various stakeholders. Continuously looking to enhance the guest experience.

Be part of our Contact Centre team at Whitbread

From the moment you enter you feel the energy, pace and excitement. These are the people finding the right solutions and delivering the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.