Head of Learning - Customer Service Group

Sky; Isleworth; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading media and entertainment company is seeking a Head of Learning for the Customer Service Group. This role involves setting a Learning & Development strategy that enhances customer service delivery among advisors and managers. The ideal candidate will have a strong operational background in customer service paired with digital learning experience. Additionally, they will foster a high-performing team culture while driving business impact. A hybrid working model is offered, providing flexibility in a dynamic workplace.

Benefits

Sky Q

Sky Glass at an exclusive rate

Generous pension package

Private healthcare

Discounted mobile and broadband

Sky VIP rewards and experiences

Qualifications

• Strong operational business background in customer service and telecommunications.
• Experience in leading teams to deliver business outcomes.
• Proven track record of effective stakeholder management at a senior level.

Responsibilities

• Deliver an integrated Learning & Development strategy aligned with business goals.
• Lead team on design and delivery of a 3-5 year learning plan.
• Define performance metrics and evaluate impact using data.

Skills

Digital technologies

Learning experience platforms

Stakeholder management

Problem-solving

Leadership

Data-driven decision-making

Job description

Head of Learning - Customer Service Group

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Skya truly excitingand inclusive place to work.

The Head of Learning leads a team of passionate and creative learning experts who design and deliver best-in-class learning experiences to our thousands of customer-obsessed advisors and managers in the Customer Service group.

As a ‘business first’ mindset leader, you will build and deliver a learning strategy that champions modern, digitally enabled learning, using data and innovative technology to deliver state of the art personalised and immersive learning experiences that enable our people, real time, to deliver the best possible customer experience.

You will bring a strong customer service and operations background and deep business knowledge to enable you to partner closely with leaders to deliver high-impact, scalable solutions.

As a strong and inspiring leader, you will build an incredible high performing learning team that deliver real business impact. It’s at the heart of all we do brilliantly.

What You’ll Do

• Deliver an integrated Customer Service Group’s Learning & Development strategy (and plan) that enables the long range business strategy; including building the technological business cases for data driven, immersive learning experiences that are deeply personalised and best in class
• Lead and direct the team on the design and delivery of the 3-5yr plan that underpin the strategy
• Look beyond just learning, continually scanning the business environment (internally and externally), bringing thought leadership and joining the dots to anticipate potential future learning needs that keeps the business one step ahead
• Use your thought leadership combined with deep business and commercial knowledge to partner closely with Operational Directors and MDs to ensure learning solutions are aligned to business priorities, operational realities and future capability needs
• Lead digital transformation within the Learning function, modernising content, tools, and delivery to meet the changing needs across the Learning function and expectations of our users
• Define clear performance metrics and continuously evaluate impact using data and insight
• Direct and set strong people plans that inspire, lead and grow c80 strong learning team to be a highly engaged, world class learning function
• Lead and elevate the Customer Service Group’s L&D brand across the organisation, including building exec advocates of the learning function and the value it provides for the business
• Ensure leaders follow an integrated approach reflecting the brand, values and leadership culture of the business

What you'll bring:

• A strong operational business background, ideally partnering closely with Operations to deliver measurable business outcomes across customer services and telecommunications industry
• Very digital savvy - strong experience working with digital technologies and learning experience platforms
• A forward-thinking understanding of the dynamic, evolving learning landscape — from emerging technologies to modern learner expectations
• Understands business and has a deep interest in this and how the learning function is a core enabler of business performance
• Experience and proficient in using data to inform thinking and decision making
• Strong people leader who nurtures their team, sets clear direction and drives collaboration and accountability
• Comfortable working with and influencing Director and MD+ level
• Thrives on working at pace in a rapidly changing and challenging environment, but is also a visionary and strategic leader
• Proven track record of effective stakeholder management at a senior level
• A strong, clear communicator and brilliant at solving problems
• A passion and energy for innovation and transformation of the learning field

Customer Service Group

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whetheryou’rea frontline colleague speaking to a customer, or one of brilliant support people,you’llhave the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The rewards

There'sone thing peoplecan'tstop talking about when it comes to #LifeAtSky: theperks.Here’sa taster:

• Sky Q, for the TV you love all in one place

• The magic of Sky Glass at an exclusive rate

• A generous pension package

• Private healthcare

• Discounted mobile and broadband

• A wide range of Sky VIP rewards and experiences

Howyou'llwork:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We'veadopted a hybrid working approach to give more flexibility on where and how we work.You'llfind out more about what this means for this role during the recruitment process.

Your office base:

Livingston McIntosh Road

Or

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, EalingBroadwayand South Ealing tube stations.There’salso plenty of bike shelters and showers.

On campus,you’llfind 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

Or

Leeds

Our spacious tech hub is under a mile away from Leeds train station.There’splenty of parking in the surrounding streets and at the nearbyCitiPark.

You can also blow off steam over a game of pool or tabletennis, andstay fit at our subsidised gym.

Our lively campus is a free shuttle bus away from Livingston North train station and the town centre.Plusthere’s onsite parking available for cars,motorbikesand bicycles.

Inclusion:

At Sky wedon’tjust look at your CV.We’remore focused on who you are and your potential. We also know that everyone has a life outside work, sowe’rehappy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience forall andwill make reasonable adjustments to support you whereappropriate. Please flag any adjustments you need to your recruiter as early as you can.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. Wecan’twait to hear from you.

To find out more about working with us, search#LifeAtSkyon social media.A job you love to talk about.

Just so you know: if your application is successful,we’llask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.