JOB DESCRIPTION

Why this job matters

We support people across the globe to be able to serve our customers with brilliant interactions. This role is pivotal to ensuring operational teams have the skills needed across a variety of disciplines such that our operational colleagues can succeed.

This role helps people to make a positive difference through:

•    Effective planning, quality design and immersive delivery of training
•    Engagement of stakeholders that promote understanding, ownership and obtain support for all training 
•    Contribute to the success and implementation of any initiative, project or programme that will deliver improvements across all strategic programmes 
•    Whilst costs must be Controlled, this role can deliver tailored solutions that match needs and deliver an uplift in skills 

Specific Job Requirements

•    Deliver quality and immersive course design and solution delivery, ensure optimal training scheduling 
•    Provide recommendations on key learning that helps deliver performance improvements through effective learning 
•    Accommodate different training needs through a flexible work pattern and travel as needed to fulfil training requirements 
•    Partner with operations to understand the learning needs and give insight to solutions
•    Ensure that training is high quality whether self-learning, face to face or remote delivered 
•    Technical qualifications at CCNP or equivalent
•    Additional technical experience is SD-WAN an advantage

Capabilities required

•  Business insight - You apply your knowledge of the unique environment in which our business operates to advice, guidance and decision making. You ensure that your training uses business insight to enhance skills.
•  Innovation and excellence - You help to design and deliver a wide variety of solutions. You demonstrate and apply a broad and deep understanding of internal and external training best practice to drive a brilliant learning experience.
•  Systems thinking - You work across teams to identify links between structure, people, process and technology to make sure we succeed. You know when to look at the big picture and gather new perspectives.
•  Improvement focus - You question and challenge the way things are done and work with others to make improvements. You build your understanding of our operational, customer and people environments to drive improvements within your own role and across our wider team.
•  Operational excellence - You identify what resources will be required to deliver a quality learning experience. You organise the right resources to maximise operational performance and add value, escalating requirements in non-standard situations to maintain exceptional results and service.

Experience you would be expected to have

•  Developed learning to improve customer outcomes and colleague skill levels  
•  Worked alongside colleagues/led team through a period of intense stress and pressure 
•  Handled office politics/disagreements whist maintaining personal integrity 
•  Developed an internal network of strong working relationships you can call on to assist with your role 
•  Coordinated the work of colleagues or team to fit within a broader programme of work 
•  Delivered results when the deliverables were unclear 
•  Advocating and applying technology where it has not been used previously 
•  Used knowledge of the business to develop learning content
•  Tackled process/policy obstacles to delivery 
 

What I'll be doing – your accountabilities?

•  Provides support for the design and delivery of effective training solutions in line with BT’s learning strategy
•  Delivers learning solutions to increase organisational capability and enhance learner experience.
•  Provides advice and guidance on learning policies, practices and processes
•  Accountable for stewarding, leading and partnering with the business, ensuring all business activities are carried out in accordance with local legislative requirements, which enhance and protect BT for now and the future