Training Manager - £30k Bonus Benefits - Bristol

Subfero Limited
Bristol (City Centre)
£25k-£30k + Pension + Bonus
29 Sep 2017
03 Nov 2017
Contract Type
Full Time
Subfero, a rapidly growing, world leading, trusted technology partner to Microsoft, are seeking a dynamic and passionate Talent Training Manager to lead, inspire and produce exceptional Customer Support Ambassadors with the aim of providing the very best experience to an ever-growing, global list of Microsoft Office 365 users. What we do Backed by Microsoft, Subfero are a dynamic business, that has grown exponentially over a 2-year period, starting with just 5 employees and now around 130 (and still growing!). We are a dedicated Technical team, who take incredible pride in providing the very best customer service experience for Microsoft's most prominent business product, Office 365, putting the 'Wow!' back into IT support. The Role - Reporting to the Operations Manager and working closely with the Talent Acquisition Manager, you will be tasked with planning, implementing, assessing and monitoring training for all Tech Support Staff across the business. - You will manage, lead and inspire a team of Quality Assurance Ambassadors (QAA) to ensure the daily, weekly and monthly tasks and deliverables of the training & development programme are met. - Daily tasks will include delegation and coordination of responsibilities, performance reviews, training recommendations while working very closely with relevant business stakeholders in identifying Ambassadors' knowledge and skill gaps. - You will help with the ongoing long-term improvement of employees' skills, enabling them to fulfil their potential within a rapidly expanding organisation. - Training begins from recruitment, which is why you will be heavily involved in the interview and assessment process for prospective employees. - You will manage the training bay for all new Support Ambassadors, reviewing KPIs and behaviours before releasing Ambassadors on to the floor. Who we are after - Demonstrable experience in managing, leading and inspiring a successful training team within a regulated and KPI driven environment. - Excellent interpersonal skills underpinned by an ability to communicate effectively with stakeholders across an organisation, both visually and verbally. - Strong Customer Service Skills; well organised with ability to plan and prioritise. - While not essential, exposure to Office 365 technical concepts and its services such as Exchange, SharePoint; AD Connect and PowerShell issues are highly desirable - Good level of knowledge of the operations environment of IT or a heavily customer facing industry. - The ability to coach, train and motivate a team of support engineers or customer support agents to ensure that they are always meeting pre-set metrics. - Previous experience of personal development and the ability to manage achievement of required SLAs. - Self-motivated and professional with a desire to continually improve both personal and team performance. - Ability to demonstrate ability to adapt to rapidly changing environment
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