Services Enablement Lead - #1737152

Role Introduction

Responsible for equipping our services teams with the necessary tools, resources, and strategies to enhance their performance and deliver exceptional service. This role involves developing and implementing enablement programs, creating educational content, and collaborating with cross-functional teams to ensure that services colleagues are well-prepared to meet customer needs effectively.

What You Will Do

• Design and implement comprehensive enablement strategies that align with organisational goals, focusing on enhancing the skills and knowledge of support teams.
• Develop and maintain training materials, playbooks, and resources that support continuous learning and development for customer support consultants.
• Work closely with sales, marketing, and product teams to ensure that services colleagues have access to up-to-date information and resources that enable them to address customer inquiries effectively.
• Track key performance indicators (KPIs) to assess the effectiveness of enablement programs and identify areas for improvement.
• Offer continuous training sessions, workshops, and coaching to ensure that customer support teams are equipped to handle evolving customer needs and challenges.
• Evaluate and introduce tools and technologies that enhance the efficiency and effectiveness of operations teams, such as the implementation of Generative AI.

What You Will Have

• Enhances and improves collaboration among coworkers and with external partners.
• Solicits ideas from diverse colleagues, leaves space in conversation for them; gives credit well and generously
• Understands the nuances of group interpersonal dynamics and leverages this knowledge to achieve results.
• Investigates others' desires and concerns; strengthens connections by honouring people's priorities and passions
• Builds a team with an exemplary reputation for reliability and for meeting even difficult commitments.
• Builds trust among people and groups by ensuring honest and up-front communication; maintains transparency
• Engages diverse groups by communicating in a way that matches each group's preferences.
• Listens carefully and probes beneath the surface to gain richer insight on others' views
• Confronts tough organisational issues promptly, works to resolve them with urgency.
• Is a role model of courage, coaches others on how to stand up for what they believe in when facing adversity or opposition

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.