Learning & Development Officer (Pipeline)

Capita; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

Capita SA is seeking a Learning & Development Officer to facilitate engaging learning events and assess employee training needs. This role involves delivering learning solutions, evaluating effectiveness, and providing coaching support to enhance performance. The ideal candidate will have significant experience in customer service and learning facilitation, contributing to the company's commitment to customer-centric service.

Benefits

Competitive Basic salary

Medical Aid

Provident fund, Group life, funeral and disability benefit

Annual Performance Incentive

Global Colleague Networks

Community Engagement

Annual Leave

International Exposure

Development and Growth

Qualifications

• Minimum 24 months Call Centre / BPO experience.
• 2 years Customer Service experience.
• 2 years Learning and Development Experience as a facilitator preferred.

Responsibilities

• Deliver learning solutions and performance improvement initiatives.
• Evaluate the effectiveness of learning solutions delivered.
• Provide tailored coaching support to drive achievement of KPIs.

Skills

Customer service orientation

Coaching

Attention to detail

Oral and written communication

Analysis

Flexibility

Education

Matric (Completed)

National Diploma in Occupationally Directed Education Training and Development Practices

Tools

MS Office

Job description

Facilitate delivery of high quality and engaging learning events, coaching and training on Client/Capita systems, processes & policies, customer service & communication. Assess employee skill levels and identify training needs

Job title:

Learning & Development Officer (Pipeline)

Job Description:

Learning and Development Officer

Capita SA is seeking a motivated Customer-Centric individual who is ready to provide leadership through example by living Capita’s culture and values. In this role, you will be facilitating the learning of a variety of disciplines, products and systems elements to give delegates the necessary skills required to service our customers and to meet service level agreements to contribute towards business performance.

Key Performance Areas

• Delivery of learning solutions and performance improvement initiatives to advisors and team leader population to maintain and maximise performance.
• To ensure training material is relevant, accurate and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee consistent learning experience.
• Evaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value-added learnings for future solutions.
• Provide tailored coaching support, in partnership with Operations to drive and support the achievement of KPI’s, evidencing value added to the business.
• Handle all customer details and information with relevant integrity and confidentiality
• Develop and maintain reports to meet department and client requirements
• Attend all weekly meetings as required
• Adhere to all department policies and procedures and monitor for opportunities for improvement
• Partner with operations to evaluate the effectiveness of new hire and on-going training
• Maintain knowledge on changes to client products, services, polices & procedures

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Professionally qualified

Minimum Qualification:

• Matric (Completed)

Minimum Experience:

• 24 months Call Centre / BPO experience
• 2 years Customer Service experience
• 2 years Learning and Development Experience as a facilitator – Preferable
• Lead Advisor Programme (in Progress or completed) - Preferable
• Connect Classes (in Progress or completed) – Preferable

Advantageous:

• National Diploma in Occupationally Directed Education Training and Development Practices, or equivalent at NQF level 4 or above
• Intermediate MS Office Skills
• Material Design Experience
• Experience and evidence of working in a complex, changing, fast-paced environment

Key Competencies

Knowledge (what must I know):

• Knowledge of Learning & development practices and procedures

Skills and Abilities (what must I be able to do / display):

• Customer service orientation
• Excellent coaching, mentoring and support skills
• Attention to detail
• Oral and written communication
• Analysis
• Ability to work under pressure
• Flexibility and adapting to change
• Trustworthy and Honest – having access to customer finance information

Management/Supervisory Responsibility:

This position has supervisory responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent