Recruitment & Learning Services Lead

Capita plc; City of Westminster; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading outsourcing company is seeking a Recruitment & Learning Services Lead to design high-quality shared services for clients. The role involves leading a team, developing service designs, and ensuring compliance with performance standards. Ideal candidates should have extensive experience in operational leadership within complex client environments and expertise in service designs. This is a home-based position with competitive benefits.

Benefits

Competitive salary plus benefits

23 days holiday (rising to 27)

Volunteering day

Pension and life assurance

Access to Employee Network Groups

Qualifications

• Extensive experience leading sizable operational teams for complex client organizations.
• Expertise in Recruitment & Learning Services design and operating model development.
• Experience in phased service transition planning and managing TUPE transfers.

Responsibilities

• Lead the design and implementation of Recruitment & Learning Services.
• Contribute to the creation of the Service Blueprint and High-Level Operating Model.
• Manage a team of Functional Analysts and SMEs.
• Ensure service designs meet KPIs, SLAs, and user-experience standards.

Skills

Client relationship management

Stakeholder engagement

Team leadership

Operational delivery

Service design

Job description

Join Capita Public Service as Recruitment & Learning Services Lead

Capita is seeking an experienced Recruitment & Learning Services Lead to design and implement high-quality, user‑centric shared services for a key strategic client within a multi‑phase transformation programme that includes an ERP platform, a multi‑channel contact centre, correspondence services, a data warehouse, and automation and AI capabilities.

Ready to lead the design and delivery of future‑facing Recruitment & Learning Services? Apply now and help shape the next generation of service excellence at Capita.

What You'll be doing

Reporting to the Operations Workstream Lead, you will lead the design and implementation of Recruitment & Learning Services, ensuring seamless integration with client requirements and Capita's solution capabilities. You will contribute to the creation of the Service Blueprint and High‑Level Operating Model, oversee detailed service design and operating models, manage a team of Functional Analysts and SMEs, facilitate workshops, ensure service designs meet KPIs, SLAs, and user‑experience standards, support transition planning and early operational rollout.

Key Responsibilities

• Contribute to the creation of the Service Blueprint and High‑Level Operating Model for Recruitment & Learning Services
• Lead workshops with client and third‑party SMEs to integrate service elements and resolve design conflicts
• Develop detailed service designs and operating models focused on user experience and performance standards
• Provide input to training and testing teams to ensure alignment with service procedures
• Ensure service design aligns with the business and ERP solution capabilities to minimise bespoke development
• Present service design updates in the End‑User Forum and facilitate stakeholder consensus
• Support transition planning and lead dress rehearsals ahead of service cutover
• Resolve service‑related issues during early operational rollout and support service operatives
• Work remotely and travel to UK‑wide Capita locations as required

Essential Skills & Experience

• Extensive experience leading sizable operational teams and delivering shared services into a complex client organisation
• Expertise in Recruitment & Learning Services design and operating model development
• Experience in large‑scale, multi‑party implementation programmes
• Strong client relationship management and stakeholder engagement skills
• Ability to manage TUPE transfers and drive workforce engagement
• Experience in phased service transition planning, testing strategies, and hyper‑care support

Desirable Skills & Experience

• Experience with Oracle Fusion ERP service design
• Experience working with global technical delivery partners and ERP partners
• Multi‑year experience in user‑experience‑based service design
• Knowledge of WCAG 2.2 accessibility standards and testing tools
• Experience creating Service Blueprints, Operating Models, and SOPs using UX design methodology
• Familiarity with Government Digital Service (GDS) methodology and accessibility standards

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

Benefits

• Competitive salary plus benefits
• Home‑based position
• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto‑enrolment to pension, life assurance, cycle‑to‑work scheme and fully paid maternity, adoption and shared parental leave; paternity pay of two weeks
• Varied voluntary benefits: discounts on retail, socialising, health & wellbeing, travel and technology
• Access to Employee Network Groups representing diversity and facilitating learning and connection

Equal Opportunities

At Capita, we are committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We are an equal‑opportunity and Disability Confident employer; contact [e-mail] or call 07784 237318 to discuss adjustments during recruitment. For more information, visit the Capita Careers website.

Questions unrelated to recruitment adjustments can be sent to [e-mail].

We welcome applications from people who are female and/or from Black, Asian and other ethnic minority backgrounds, as part of our effort to accelerate diversity in leadership.