Training and Quality Manager

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Overview

Would you like to help enrich the lives of learners around the world?

At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

TTS has proudly supported the education sector for almost 40 years. Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning. Every TTS resource provides unlimited learning opportunities and is made to last, making the most of schools' and nurseries' limited budgets and ensuring years of classroom use.

Role Overview

This role is based in the UK and is a member of the customer service extended leadership team, working closely with many functions across the business, UK and India based, including our Distribution, Supply Chain, Product Management, Product Quality, Marketing, Commercial Sales, Finance and Digital team. This role will be responsible for all recruitment, onboarding, training, development and coaching to all customer service team members based in our UK and India offices. This role will develop and own the training and quality strategy aligned with supporting the delivery of our customer experience strategy and service delivery expectations and key performance metrics, along with sourcing and developing all relevant training material which is contained, managed and maintained in our learning management system.

Responsibilities

• To develop in-house and deliver onboarding and induction training for all new starters and to provide ongoing refresher training and provide regular feedback on quality.
• Developing and delivering training materials for technical, systems, business rules, customer service and soft skills.
• Support managers and leaders with coaching and feedback.
• Acting on feedback, organise and deliver appropriate training courses.
• Own the training and development plan working with the Resource Planning Manager to ensure that there is no impact on service delivery KPIs and targets.
• Monitor the effectiveness of training and quality assurance and providing coaching where needed.
• Ensuring that continuous improvement/best practice as well as effective team working is a priority.
• Engage ASM team to take more accountability for quality to develop a 'right first time' culture.
• Demonstrable ability to deliver results meeting KPIs, SLAs and OLAs.
• Ability to maintain quality output whilst demonstrating flexibility to changing demands and priorities in a high paced complex customer environment.
• Demonstrable ability to identify and deliver improvements to products and/or services.
• The ability to make informed decisions that directly affects business performance, displaying good judgement in balancing the needs of the customer and RM.
• Able to hold difficult conversations with customers/employees within an operational remit.
• Lead internal auditor for the Customer Service Function aligned to ISO9001.
• Completing trends reviews.

Experience

• Experience in people management.
• Experience in developing and executing training programmes.
• Knowledge of various training methods including coaching, workshops, classroom training, mentoring and e-learning programmes.
• Ability to track the performance of training programmes, write reports and recommend strategies for improvement.
• Comfortable presenting with excellent communication skills.
• Strong sense of initiative with a creative approach to problem solving.
• Excellent communication and leadership skills.
• Experience of managing process compliance ISO9001.

What's in it for you?

At TTS we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.

Unfortunately, we are unable to offer visa sponsorship for this role.