Learning and Development Manager - Dunstable

Job Title: Learning Development Manager

Salary: Up to £45,000

Location: Chiswell Court, Dunstable

As the Learning & Development Manager for Guest Support, you'll be responsible for driving the training and quality strategy for our Guest Support function. You'll be joining us on our exciting journey to enhance our guest experience and embed new ways of working, supporting the development of our UK and Egypt based teams.

Why you'll love it here

Healthcare: BUPA healthcare

Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands

Bonus: Up to 10% company performance related bonus

Check out all our benefits here:

What you'll do

You will use your skills and experience to plan our roadmap of activity to improve the quality of service we provide to our guests. Your team will be responsible for delivering a class leading training experience to our new starters and existing teams, coming up with new and innovative ways to deliver training and share best practice.

You'll be focusing on improving our guests experience through every interaction with our team using your expertise in analysing data to gather insights to drive process improvements. Aligning our quality checks with our guest needs to ensure we maximise every gest contact to drive revenue or guest loyalty.

You will be responsible for creating the blueprints of all quality and training processes, criteria and ensure we are maintaining high standards across the team. Developing new material to support our new tech implementations and supporting the Quality and Development Leads with their career development.

What we need

A passion for developing people, quality and continuous improvement.

An understanding of a customer's booking journey.

Knowledge of process improvement.

Driven to deliver class leading training.

Practical experience of a contact centre trainer or manager role.

A clear ability to inspire in a learning environment.

Experience of setting quality standards and aligning to guest needs.