Articulate Storyline / elearning content designer / Manchester Perm

Recruiter
Evolution Recruitment Solutions
Location
Manchester
Salary
30,000 plus benefits
Posted
17 Mar 2017
Closes
16 Apr 2017
Contract Type
Permanent
Hours
Full Time
Our client a major provider of telecommunications services have a need to improve and develop to the trainining materials available to their Sales channel and Partner base with a focus on improving the skill in serveral key areas.

Key Responsibilities:

This role will be directly accountable for;
  • providing support training to our channel partners/end users delivering a quantified increase in efficiency via a variety of methods
  • Building engaging online training content using Articulate Storyline 2
  • identifying key metrics to illustrate training requirements
  • producing quantitative reports on the back of delivered training
We are looking for a strong, driven individual to grow and develop a technically competent partner base. A number of key targets have been identified including partner accreditation rating, customer effort, customer contact quality (variety of methods including live chat/social media) and first time resolution through various portals.

This individual must be passionate about developing skills, with proven success in developing eLearning content. Skills in delivering face to face technical content would be desirable, but not essential. Innovative, solution focused and able to deliver multiple activities in a technically complex and customer focused environment. An emphasis on quality and great customer experience is essential.

Customer Training
  • Develop engaging and effective eLearning content using software such as Articulate Storyline 2, Articulate 360 and Camtasia
  • Update and maintain courses on our new training academy via Totara LMS
  • Ensure customers are consuming the relevant eLearning content
  • Influence our partner efficiency ratings to ensure a low cost to serve
  • Produce regular reports illustrating customer contact trends indicating training needs/knowledge gaps
  • Run targeted training to address these gaps delivering a quantified reduction in ‘unnecessary’ calls
  • Lead on support accreditation for all products
  • Develop, maintain and deliver on-boarding training for new partners
  • Develop, maintain and deliver partner training for any product / system changes
Service Improvement
  • Responsible for identifying gaps in channel partner performance and liaising with the Service Improvement Analysts to ensure these are addressed
  • Responsible for measuring impact of any gaps
  • Identify solutions to identified issues
  • Support in the implementation of solutions
  • Measure post implementation benefits
Reporting:
  • Collate/monitor daily, weekly and monthly figures to identify training needs and subsequently quantified benefits of training delivery
  • Provide commentary on performance including identification of any risks/issues/areas for improvement and implementing recovery plans where key targets are not being met
Customer Satisfaction
  • Identify potential churn risks – ensure action is taken to eliminate root cause
  • Ensure the customer experience is regularly evaluated, understand any gaps in terms of agent delivery and develop appropriate plans to improve
Additional information
Please note that this job description is not an exhaustive representation of the role and its duties. The job holder will be expected to undertake other duties as reasonably requested by their line manager.

General Skills
  • Excellent communication
  • Creative design solutions
  • High attention to detail
  • Customer focussed
  • Ability to manage performance in other people and teams
  • Able to organise and manage workload
  • Results and quality focused
  • Ability to innovate and deliver under pressure
  • Be proactive in finding solutions



Urgent role - please apply now!



Please note that no terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.