Quality and Training Manager

Government Recruitment Service; Leeds; On-site; GBP 35,000 - 50,000; Full time

Job summary

A government agency is seeking a Quality and Training Manager to oversee training programs and ensure quality assurance within the Customer Service Team. The successful candidate will manage a Learning and Development Officer and work to drive performance through effective training and development initiatives. Strong communication and organizational skills are essential. This role requires occasional travel to support operational needs and collaboration. This is a great opportunity for growth and contribution to a critical government service.

Benefits

Flexible working options

Diverse and inclusive workplace

Professional development opportunities

Qualifications

• Experience in training delivery and quality assurance frameworks.
• Ability to produce reports for continuous improvement.
• Capability in managing and developing training programs.

Responsibilities

• Directly manage the Learning and Development Officer.
• Develop and oversee training programmes across the team.
• Monitor effectiveness of training programmes and make improvements.

Skills

Strong organizational skills

Excellent communication

Strategic thinking

Job description

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career!

The role offered is with the Business Service Division (BSD) of the insolvency service. BSD is an operational delivery directorate, covering some 300 staff, providing high volume, often transactional services to the public or supporting the provision of these services by others.

BSD supports the main purpose of the Insolvency Service, delivering economic confidence through supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors. Making statutory redundancy payments to employees of insolvent companies. Managing the Debt Relief Order process and administering the online bankruptcy application process and Breathing Space process. Identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications. Providing a first point of contact for all insolvency service enquiries. Processing distributions to creditors from PPI compensation payments. Providing estate accounting and other business services to the Agency.

The role of the Quality and Training Manager offers the exciting opportunity for an enthusiastic person to be part of a modernised approach to handling email and telephone contact as well as other potential channels of communication with our customers.

Key responsibilities include training delivery and quality assurance framework, producing insightful reports to inform continuous improvement, and presenting findings and recommendations to the wider leadership team. Your strategic thinking, strong organisational skills, and excellent communication will be essential in aligning learning delivery with business goals.

The post holder will also be responsible for driving a culture of continuous growth and improvement, promoting best practice within the team.

In line with the agency’s One Service approach, the successful applicant will also be responsible for supporting other directorates with the duties listed below and with other duties suited to their grade as required by their line manager.

Reporting to the Operational Delivery Lead, the role includes direct line management of an EO Learning and Development Officer.

This role may require occasional travel to other company sites to support operational needs and collaboration.

Responsibilities:

• direct management of the Learning and Development Officer, to provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality
• to develop, manage, and oversee the training programmes across Customer Service Team, including cross skilling within existing team, new starters, and creation of training plans
• to be responsible for the development and maintenance of the audit regime
• to be responsible for the development, maintenance and delivery of team and individual training plans, including leading the development and delivery of new training initiatives as required
• to oversee and support the delivery of central training for the Customer Service Team, including induction programs; maintain the Skills Matrix; and assist the Learning and Development Officer with training delivery as required
• to collaborate with the Senior Office Manager and Office Managers to promptly identify performance issues arising from knowledge or skill gaps and take proactive, adaptive measures to address them
• monitor the effectiveness of training programmes - Regularly evaluate and review training materials, delivery methods, and trainers to ensure they meet standards expected ensuring they remain relevant, up-to-date, and effective
• create and maintain a training resource library within the Knowledge Hub to cover all business areas covered by Customer Service Team, working closely with key stakeholders and trainers to ensure process guides are up to date
• produce regular training reports, including quality performance metrics, quality evaluations, and audit findings