Learning and Development Manager - Dundee Customer Engagement Centre

Hours: 36

Salary: Competitive

Location: Dundee, Scotland, United Kingdom DD2 3TN

United Kingdom

Apply by: 25/10/2019

Learning and Development Manager - Dundee Customer Engagement Centre

Dundee, Scotland, United Kingdom DD2 3TN

About the role

You will be the expert on learning and development across Tesco Customer Engagement Centres (CECs) and Helpdesks. You will be accountable for leading a team to design, develop, deliver and evaluate innovative learning solutions that support colleagues to reach their full potential and improve operational metrics. 

You will be responsible for

  • Leading a Learning and Development strategy that aligns to the wider Customer Engagement Centre and Helpdesk strategy and delivers against our key objectives
  • Improving the customer experience and operational performance by delivering quality training and learning solutions across our Customer Engagement Centre and Helpdesk teams 
  • Using my Learning and Development expertise to identify, plan, develop and deliver training solutions that build knowledge, shift behaviours and add value to the business
  • Ensuring that metrics are in place to evaluate the impact of learning and measure the return on investment to customers, colleagues and the business
  • Maintaining my expertise in the fields of Learning and Development and customer engagement and using my knowledge and experience to implement new ways of learning across the Customer Engagement Centre and Helpdesks
  • Leading our Learning Partners to improve our managers approach towards the coaching and development of their teams
  • Managing and maintaining internal stakeholder relationships across Tesco Business Services and with Tesco Talent, Learning and Capability Teams 
  • Managing external relationships with third party learning suppliers and use my expertise to work in partnership to design learning solutions with them
  • Managing the learning budget for the Customer Engagement Centre and working with procurement and third parties to ensure that external training is developed and delivered. 
  • Transferring Tesco Academy learning solutions to the Customer Engagement Centre and ensuring that the Customer Engagement Centre is included in Centre of Excellence and market services learning and development plans
  • Ensuring I understand our Core Purpose and the role I play in delivering this
  • Role modelling the Tesco values and leading by example in what I do and how I behave
  • Following our business code of conduct and always acting with integrity and due diligence

Key people and teams you will be working with:

  • Tesco Business Services Leadership Team
  • CEC stakeholders - Operational Management Team, People Partners, Business 
  • Partners, Improvement Team
  • Tesco Talent, Learning and Capability Teams
  • Third party suppliers

People, budgets, and other resources you will be accountable for:

  • Learning and Development team (Learning Coaches, training designers, trainers)
  • Learning and training budget

You will need

Operational Skills:

  • Leadership skills
  • Communication skills
  • Business acumen
  • Senior stakeholder management
  • Project management
  • Coaching
  • Influencing skills
  • Current Professional Learning theory

Relevant Experience:

  • Relevant training experience or qualification (CIPD, Training Excellence Programme)
  • Experience and knowledge of a range of learning design and delivery solutions
  • Experience of managing learning life cycles and designing innovative learning solutions
  • Project Management
  • Senior stakeholder management
  • Budget management
  • Management of a team of direct reports

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

  • An annual bonus scheme which you can achieve up to 3.5% of base salary
  • Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco
  • Holiday starting at 25 days plus a personal day
  • A retirement savings plan - 4%-7.5% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme
  • Save As You Earn Scheme
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses

About us

Tesco has become a market leader by doing the little things that really matter for our customers and colleagues. It is part of what makes Tesco such a great place to work and we are proud to have been accredited as one of Britain’s Top Employers again this year.

We are the UK's number one retailer and we pride ourselves on offering a great shopping experience. We are passionate about our food, merchandise and services and will always try to get things right for our customers.

But did you know we also offer great job opportunities? With stores, distribution centres and offices across the UK, we have a vast variety of roles and we are always looking for people who have a hunger to work with customers and colleagues across our exciting business. We believe in treating each other with respect and giving everyone an equal opportunity to get on. It's our people that make the difference every day - helping us make a difference for our customers.

We are proud to have an inclusive culture at Tesco where everyone is welcome and truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings to enable us to serve our shoppers a little better every day. We strive to create a workforce that reflects our customers not only here in the UK, but worldwide. Our aim is to attract and welcome a diverse range applicants from all walks of life and we would love to hear from you!

Application process

Our office application process varies depending on the role and the level of experience needed.

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