Customer Service Operational Quality & Training Manager

Lead training that elevates service quality across Scotland's public pensions.

The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers', Police and Fire fighters' pension schemes in Scotland.

You will be responsible for supporting our Chief Operating Officer in delivering appropriate training journeys to meet the demands of our fast paced Operational Delivery environment. You will be expected to actively collaborate through co operation and communication with the wider Agency Management team. You will be expected to lead by example in the development of colleague behaviours that result in organisational and cultural change whilst acting as a positive role model.

• Lead in the preparation, delivery and evaluation of operational training, documenting staff training journeys to ensure the right access to training at the right time utilising technical knowledge of department policies and procedures to build capability ensuring high quality.
• Shape and evolve training in line with business needs by identifying, creating and implementing new processes, training materials and ways of working that delivers a quality service.
• Leading teams and providing direction in ensuring quality assurance is completed and standards are met.
• Support teams to see change positively and to continuously improve the team's capability, performance and quality of service delivery.
• Manage, support and engage positively with inspections and audits - to gather data and evidence, and shape and act upon findings and recommendations.
• Provide advice and make decisions under pressure and in complex scenarios whilst being able to explain the rationale with clarity and empathy.