Head of Agent Enablement

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Head of Agent Enablement

We’re looking for an experienced operational leader with a passion for enabling customer facing teams to deliver exceptionally for our  customers.

The Agent enablement team is a multi-disciplined team with a focus on agent training and knowledge development. The Head of Agent Enablement will be responsible for setting and delivering against a strategy for onboarding, training and equipping our agents with knowledge for their roles. This will involve shaping and identifying the most effective way to deliver training and learning to our customer facing associates. 

You will be called upon to set the direction for the team, identify and implement areas of improvement and ultimately enable our customer facing teams. 

We’d love applications from individuals who can demonstrate strong cross functional working, experience in training and content management and a change management mindset. 

What you’ll bring

Manage Agent Training and early tenure;

• Define early tenure strategy for the customer facing associates ensuring strong throughput and quality from the training

• Lead the Agent Enablement Team to deliver exceptional, engaging learning content for customer facing associates across all customer service departments UK and Offshore (e.g. Collections, Complaints, Fraud)

• Influencing the direction of agent training through delivery of valuable and innovative training content 

• Understanding the needs of agent training through close partnerships with Customer Operations senior leaders and training teams

Manage and drive agent knowledge by; 

• Defining and delivering against an agent knowledge strategy for Customer Facing agents within all of our customer contact centers

• Partnering with the change and delivery teams to ensure that information about business change is presented to customer facing  agents through our agent knowledge strategy in a valuable and effective way

• Leading a team of agent knowledge platform specialists and creative content designers to design and deliver content to customer facing associates

• Using data and insight to ensure that current agent knowledge platforms, systems and content are maintained, up to date and continuously improved

• Partnering with our product managers to set the direction of agent knowledge systems, securing buy-in and investment where appropriate

What we’re looking for

• Clear and confident communication style to influence senior leadership on behalf of the agent enablement function

• Ability to think creatively about new ways of working to contribute to increased agent effectiveness 

• Experience in a similar agent training or knowledge roles, preferably with proven team leadership skills

• Experience of working with and evolving knowledge platforms, working knowledge of Jira, coldfusion or similar agent knowledge tools is highly desirable

• Ability to use analytical thinking to turn insight into recommendations, improving agent and function performance

• Strong people leader with experience of managing multi-disciplinary teams

Where and how you’ll work

This is a permanent position and can be based in our Nottingham office.  

Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We’re big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

 Many of our associates have flexible working arrangements, and we’re open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.