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Customer Experience Training Programme Support Manager

Purpose of role

The purpose of the Customer Experience Training Programme Support Manager is to provide support to the Customer Experience Training Programme Project Manager and  will be responsible for analysis of data, reporting information related to the Customer Experience Training Programme and will involve communications with stakeholders in the business.

Key Accountabilities

  • Provide reporting and analytical support for the Customer Experience (Cust Ex) training programme and the Project Manager
  • Assist the Project Manager, working with all functions across the business, in the design of processes to embed and evaluate the Cust Ex training programme
  • Maintain auditable and accurate information on training and produce/maintain evaluation reports in line with requirements, using appropriate  databases and systems
  • Attend Project Working Group meetings on a monthly basis and Project Team meetings on a weekly basis providing overall management of the Action Log
  • Produce reporting against KPIs in relation to the the Cust Ex training programme in conjunction with the external training provider of the Cust Ex programme
  • Manage information on non-attendance, highlighting trends and making recommendations in conjunction with the Project Manager  
  • Develop and produce relevant infor mation on a regular basis for the Project Manager to communicate to Key Stakeholders as appropriate including the wider business through various communication channels
  • Monitor attendance levels and liaise with Project Manager to take a pro-active approach to increasing delegate numbers as appropriate
  • Carry out post-training follow up with colleagues in all functions across the business co-ordinating Focus Groups as appropriate
  • Be a point of contact for colleagues who have queries in relation to the Cust Ex training programme
  • Produce and manage website content for Cust Ex training programme information and post-training support, linking with the Learning Management System where appropriate
  • Support the Project Manager in Cust Ex training programme and act as deputy as required
  • Cover key roles for the Cust Ex training programme Administrator during annual leave
  • Compile log of Lessons Learned throughout the Cust Ex training programme
  • Act as an advocate for the Cust Ex training programme, role modelling the Customer Experience Values and behaviours
  • Promote the Cust Ex training programme at every opportunity including business events and conferences

 

Person Specification

Education

A levels or equivalent plus minimum GCSE in Maths and English Grade A-C or equivalent

Job Specific Knowledge & Skills

  • An interest in Learning and Development would be advantageous
  • Advanced Excel capability essential
  • Good working knowledge of a range of IT systems and packages
  • Ability to communicate with people at all levels both verbally and in writing
  • Proven evidence of continuous improvement activities
  • Attention to detail
  • Ability to work to a high standard in pressurised situations.

 
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Location
Southampton Central Station
Blechynden Terrace, Southampton, Hampshire, England, SO15 1AL
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  • Ref:
    010933
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
    37
  • Location:
    Southampton Central Station
  • Closing Date:
    23 August 2019
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