Quality Assurance, Training & Engagement Manager

Job Introduction

We have a great opportunity for an experienced Training and Development Lead to look after the creation, delivery and assessment of the contract training and development plan. The role will be working with our client, one of the largest professional consultancies in the world. 

The purpose of the role:

To devise our client’s training strategy, oversee its implementation and assess its outcomes. The role will identify training and developmental needs and drive suitable training initiatives that will strive to provide our client’s multi-national support team with the knowledge needed for their roles.  

You will deploy a wide variety of training methods. This role will work across many teams within our client’s internal support department to get employees up to speed in both their specific training needs, and the overall needs of the company.

The responsibility of the role includes enhancing employees’ skills, performance, productivity and quality of work. You will also be managing the training budget, implement quality control processes and resolve any specific problems and tailor training programs as necessary.

You will draw an overall training and development plan and implement an audit mechanism to evaluate and monitor the performance. You will conduct effective induction and orientation sessions, and provide opportunities for ongoing development

The Quality Assurance, Training & Engagement Manager will also lead the different engagement activities throughout the year including National Customer Service Week, National Receptionist Day, National waiter day and more.

The successful candidate will 

• Have qualifications in learning and development, human resources or personnel management.
• Have at least 2 years’ demonstrated experience in training and development.
• Have a real passion to teach, train and develop.
• Act with honesty and integrity.
• Demonstrate an excellent command of the English language, both in verbal and written communication at senior stakeholder level. 
• Have the passion and drive to deliver the very highest levels of customer service. 
• Have outstanding organisational and time management skills. 
• Have excellent communication skills.
• Have great interpersonal skills, an outgoing and vibrant personality.
• Be flexible to changes and be able to travel across the UK, as and when required. 

Rapport is a leading provider of award-winning front of house and reception services covering most cities in the UK.

Our ethos is based on creating rapport with our clients and their guests from the outset, by anticipating their needs and providing outstanding service. We are very proud to count some of the UK’s most forward-thinking companies as our clients, from small boutique firms to large multi-site international corporations. We run some of the most high profile and exciting corporate operations looking after their high profile visitors.

The services we provide for our clients include Reception Services, the management of meeting rooms, Call Services including Switchboard and Helpdesk and Concierge Services. We also provide many of our clients with Community Managers, a role similar to a duty manager in a five-star hotel.

Rapport really focuses on its employees and we have won numerous awards for the training and engagement of our teams including some of our industry’s highest accolades:  

• Recognised as a “Best Company” in the annual Best Companies Engagement surveys
• Top 30 Best Places to Work in Hospitality Award (5 Times)
• Catey Award (considered the Hospitality Industry’s ‘Oscars’) for Front of House Team of the Year 2013, 2014, 2018 & 2019
• Catey Award for HR and Training Team of Year 
• HR in Hospitality Awards, Winner for Excellence in Diversity & Inclusion 2019 

The successful candidates will be offered a competitive salary package of up to £35,000 plus a range of staff benefits, including pension, store discounts and life assurance. 

Working hours are typically 8 hours per day, 40-hours per week, Monday to Friday. Our teams do not work weekends or Bank Holidays. There will be an element of travel required across the UK.  

Rapport is committed to the learning and development of our team. We offer over 50 training programmes specifically designed to help you develop the skills you need to make the next step in your career. We have promoted over 70 people from within Rapport in the last 12 months.

Please visit our website (www.rapportservice.com) for further information and before applying to learn more about Rapport.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 
 

Rapport