Project Training Lead

Job content

ISS is a leading global provider of facility services that complement our customer’s workplace. Bringing service to life, ISS uses a unique combination of data, insight and most importantly, our people to make a difference across diverse environments such as offices and factories, airports and hospitals across the world. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Above everything, our passion is people.

Job Purpose:

As part of the transformation project of our Operational Services Centre, ISS is actively looking to recruit a Project Training Lead to assist us in this exciting new phase of operational development. The position is available on an initial twelve-month fixed term contract basis and will deliver on-site training content to both new and existing employees at the centre.

You will be working as part of a dedicated mobilisation project team in collaboration with the wider business to ensure the delivery of the training in addition to the follow-on quality and competency assessments of each employee on site.

As the lead Trainer, you will be expected to be dynamic in your engagement with all employees, facilitating their learning and development. You will be expected to have the leadership ability and confidence required to support both new employees and existing employees in their roles within the Operational Services Centre.

Key Responsibilities:

• To deliver Induction training for all new employees joining the Operational Services Centre (OSC) including the delivery of all relevant process training, competency and customer service skills training, knowledge transfer and customer-specific knowledge training.
• As part of the mobilisation of new contracts, delivering Knowledge Transfer training to existing employees, including both refresher skills and competency training, relevant process training and customer-specific knowledge training.
• To ensure all training is delivered in a dynamic learning environment, incorporating the use of both traditional and functional delivery styles as well as innovative training methods.
• To ensure each employee who receives training is provided with the relevant quality and competency assessments throughout their probationary period, ensuring a transition of handover of each employee into the operation.
• To have an understanding of e-learning techniques, and where relevant, be involved in the creation and/or delivery of e-learning packages, researching new technologies and methodologies in workplace learning and presenting this research to the project and operational teams.
• To create and manage the content of the E-Learning Hub, and to ensure that the training modules contained on the system are appropriate for the needs of the OSC staff and that all content reflects current operational practice.
• To identify and assess any individual training needs/gaps for both new and existing employees through training delivery analysis, quality, and competency assessments, creating any remedial training requirements deemed necessary.
• To provide opportunities for ongoing skills and educational development, continuous improvement of the learnings methods, including performance improvement and in the onboarding experience of new hires.

Qualifications & Experience:

• Experience delivering training in a face-to-face classroom-style environment. There will be elements of utilising remote learning techniques, but most of the training will need to be conducted on-site.
• Professional certification in Learning & Development/Training methodologies
• Ideally four years’ experience in a training and coaching role, including experience using E-Learning platforms.
• Proven track record in delivering high quality and consistent performance and standards in customer service delivery
• Able to identify the needs of new and existing employees and adds value by exceeding these through the quality of service and training provided.
• Prior experience working with a central CRM database is essential
• Experience operating within a Service Desk/Customer Service centre would complement the working environment of this role.
• Experience working within the Facilities Management sector isn’t essential to the position

Company Description

We offer you a challenging and exciting career in a large organisation with people at its heart. ISS has an open culture with opportunities to develop, grow and make a difference, for everyone. Our employees share our values and a common passion for people, collaboration and service excellence; an ethos which is embedded into our culture. #entrepreneurship

Reference ID: 80515

Application deadline: 14/01/2022

Expected start date: 01/02/2022

Job Types: Full-time, Fixed term

Benefits:

• Company pension
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday

Work remotely:

• No