At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Are you passionate about the learning and development of your colleagues, stakeholders and team? Do you have the skills and experience to deliver strategic learning plans to support with change and build capability across a Customer Services function?
We currently have a fantastic opportunity available for a Customer Experience Learning and Development Leader to join our Service Improvement team based in Exeter. You will join us on a full-time, 12 month fixed term contract, and in return, you will receive a competitive salary from £40,000 per annum (DOE) plus a range of excellent company benefits + rewards.
About the role:
As an L&D Leader, you will be responsible for ensuring employees within Customer Services have the right skills to meet current and future business needs. You will do this by effectively managing and developing a team of L&D Professionals who are responsible for analysing, designing, delivering and evaluating operational training. You will be responsible for the design, launch and success of the Quality Programme across Customer Services, for which you will manage and develop a team of Quality Assessors, using this data to feed into the wider Customer Services Strategy.
What you'll be doing:
- Managing a team of L&D professionals of varying levels in their performance, conduct, and sickness absence in line with HR policies
- Accountable for the development of a team of Quality Assessors, ensuring accuracy and integrity of data, feeding this into the business to support and drive a positive C-MeX performance
- Maintain a Quality Assurance programme across Customer Services, feeding this data in to the Training Cycle as part of root cause analysis, and into the wider Learning and Development strategy
- Mentoring and working collaboratively with Senior Leadership to construct development plans using the SMART methodology
- Adopt and embed the Systematic Approach to Training and ADDIE process across the business, optimising L&D & CX performance
- Support your L&D Team in undertaking comprehensive Training Needs Analysis to gain a full understanding of the training requirements, scope, and objectives, to positively impact both individuals’ performance and the business targets
- Supporting the team in completing the training cycle to measure the success and business impact of the training intervention
- Contribute to the development of the Learning and Development Strategy as part of the wider Business Plan
- Responsible for the creation of robust training delivery plans, prioritising and deploying these plans to ensure deliverables are achieved
- Define and monitor plans for delivery including task management, resource allocation and financial management
- Implementing a Learning and Development consultancy approach to challenge and influence any stakeholder requests, identifying the most appropriate and cost-effective learning solutions
- Effectively maintain strong stakeholder relationships and engagement, to retain involvement and the success of the relevant training intervention
- Produce and deliver comprehensive reports detailing the training hours delivered to the business and the benefit
What we are looking for:
- Educated to a minimum of level 5 Learning & Development CIPD accreditation, degree level or equivalent through relevant training and experience
- Experience of leading and embedding change, able to influence and drive right culture and behaviours
- Applied experience of the SAT and ADDIE processes
- Proven experience of building relationships with internal/external customers and stakeholders
- Able to interpret data to drive targeted and effective process and people interventions to deliver step change improvements
- Confident, collaborative and proactive leader and able to translate complex strategies into simple and understood context
- Ability to complete comprehensive root cause analysis to identify key trends and areas of improvement
- Proven experience in evaluating the success of training interventions and applying a continuous improvement approach to L&D practices
- Ability to constructively challenge accepted thinking and methods by generating and embracing innovative ideas
- Ability to provide a broad range of well-presented and structured documentation to a high standard of quality
- Acts positively when circumstances change and is constructive and proactive in challenging the usual methods to help bring about change or improvements
- Experience of delivery and design of training and coaching in a professional environment
- Excellent communicator both verbally and in writing to colleagues including Senior Managers and Executive teams
- Experience of working in a regulated environment with a strong understanding of what first class customer experience looks like
What's in it for you?
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:
- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility
- Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
- We offer free car parking at the majority of our sites
- Take up to 26 weeks’ additional maternity leave
- Share your parental leave and split your time off to care for your child how you choose
- Invest in Pennon Group plc through our employee share schemes
- We support our people by offering a free, confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
- A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
- And plenty more!
Closing Date: Tuesday 2nd April, 2024
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.