Internal use only - Grade E
Closing date Friday 20th September
About Us.
We are The Very Group and we're here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That's why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We're just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.
About The Team.
Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.
About The Role.
In this unique role you will partner with senior stakeholders across Customer Care and our 3rd party partnership Concentrix to develop and mature a framework providing governance for all learning.
A key responsibility to the role is ensuring that learning experience translates into customer experience developing a best practice regime and supporting the right outcomes.
You will be responsible for the development of a learning governance dashboard looking at mid to long term learning effectiveness with a view to supporting the ongoing development of our colleagues have a direct relationship with our customers.
You will be strong in stakeholder management and comfortable working autonomously and making decisions whilst collaborating with various teams to promote best practice .
Key Responsibilities
- Develop strong relationships with colleagues within the strategic partnership and internally within TVG to ensure effective governance across the learning experience lifecycle is delivered
- Use operational insight, speech analytics and a variety of data sources to understand long term post-implementation adherence and propose treatment plan as appropriate
- Be main conduit in defining and managing the controls framework for the learning experience within the strategic partnership and internally within TVG
- Effectively manage stakeholders across Customer Care and wider internal teams within TVG maintaining effective communication and regular engagement with a broad range of audiences from front line advisors to executive board members
- Develop through internal/external education a best practice regimen on Learning Governance
- Supports and develops the approach and considerations of controls across the learning experience with strategic partners, business change teams, operational stakeholders and the learning experience team
- Review and challenge learning methodologies to ensure user experience is considered and the ‘voice of the business' is at the forefront
Some of our benefits
- Flexible, hybrid working model
- Inclusive culture and environment, check out our Glassdoor reviews
- £1,000 flexible benefits allowance to suit your needs
- 30 days holiday + bank holidays
- Udemy learning access
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
- More benefits can be found on our career site
How To Apply
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.
What happens next?
Our talent acquisition team will be in touch if you're successful so keep an eye on your emails! We'll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we're a good match, we'll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.
You can expect a two-stage interview process for this position:
1st stage - An informal 30-45 minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.
2nd Stage - A one-hour formal interview where you can expect both competency and technical questions.
As an inclusive employer please do let us know if you require any reasonable adjustments.
If you'd like to know more about our interviews, you can find out here.
Equal opportunities
We're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
