Learning & Development Customer Relations Manager

This role sits within the Customer Relations (CR) team within Learning and Development (L&D). The CR team centralises the management of external training, is the ‘voice of the customer’ and the ‘front shop’ for L&D and therefore this role will be an ambassador for representing L&D in the business but also to ensure that our customer needs are addressed and properly managed.
The CR team responsibilities include the gathering and analysis of learning needs, management of the training budget, creation, delivery and maintenance of the engagement and comms strategy and plan, creation and maintenance of MI data dashboards as well as responding to general queries and inbox management.
This role will therefore, lead discussions around learning needs, budget, training evaluation, training application requests, creation and development of MI data dashboards, comms and engagement, continuous improvement, processes optimisation, amongst others as well as overseeing the work of the team’s Customer Relations Leads.
To achieve the above, the role holder will work closely with the other L&D strands, the Talent and Well-being Team, Apprenticeship team, the Single Points of Contact in the business as well as stakeholders directly.
Responsibilities include, but are not limited to:
+ L&D Partner to allocated business areas to assess their needs, collect and maintain their Learning Needs Analysis (LNA).
+ Design, shape and create a learning needs analysis model that is future proof, proactive and that fully incorporates business needs and L&D interests.
+ Lead on monthly budget review meetings with allocated business areas.
+ Build calculations, reporting formats and provide analysis on budget figures.
+ Report on budget on various forums and meetings.
+ Oversee the CR inbox and that the responses to queries, management of training requests (from learning needs to invoice payment) and timeframes are managed according to the set processes and in a professional and timely manner.
+ Design, shape and implement a Comms plan that serves L&D internally and externally.
+ Lead on the development and design of the L&D data method and plan to implement a thorough and solid data approach.
+ Lead on the development of dashboards to provide the business the Management Information they need to make informed decisions as well as a vehicle to promote L&D.
+ Constantly review processes and ways of working to ensure maximum efficiency.
+ Lead on the development of plans and timelines to achieve projects – these can be on the pipeline or ad-hoc.
For more information about the role and responsibilities please see the attached Candidate Pack., This role can be based in Avonmouth, Birmingham, Bristol, Chadderton, Glasgow, Newcastle-upon-Tyne, Nottingham or Swansea. Please note that the Glasgow post will be based in Bishopbriggs and the Birmingham post will be based in Garrets Green.
Your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.
Additional information
There may be occasional UK travel required with possible overnight stays.
Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
About Us
The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.
We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
We’re working hard to:
+ Make roads safer.
+ Improve services for our customers.
+ Make road transport greener and healthier.
+ Harness the potential of technology and data.
+ Grow and level up the economy.
We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.
We pride ourselves as being an employer of choice and welcome and encourage applications from everyone, such as ethnic minorities, women, disabled people and those who identify as LGBT+.
To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Making Effective Decisions
+ Communicating and Influencing
+ Delivering at Pace, Please fully utilise the 1250-word count when completing your personal statement.
The sift is due to take place on 03 to 04 June 2024.
Interviews are likely to be held week commencing 17 June 2024.
This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.
We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.
The selection process will be designed specifically for the role. As a result, your assessment will include:
+ An interview.
If you would like to find out more about what it’s like to work for DVSA and how to apply, we will be holding virtual sessions to find out more. Please click here to secure your place at one of our upcoming events.
The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate to be successful.
This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
You can read more about Success Profiles here.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Do you have exceptional communication and stakeholder management skills?
Do you enjoy communicating verbally or in writing to diverse and varied audiences?
Have you got excellent analytical and data reporting skills?
Do you enjoy working in fast paced environments where change and adapting is key to achieve competing priorities?, To thrive in this role, you will have experience working in a Learning and Development environment. You enjoy working in a fast-paced environment, your strong organisational skills allow you to adapt and prioritise changing demands.
You will be someone who naturally enjoys working collaboratively with different business areas and likes the challenge of influencing others to achieve business outcomes. You can build rapport quickly with both L&D and external stakeholders which enables you to build solid working relationships.
You will have proven experience using Microsoft office applications and in particular be comfortable using automation tools to reduce manual input and to streamline processes.
You will have proven experience of working with budget and other types of L&D data to create calculations, reporting formats, dashboards and provide analysis on valuable training insights.
You will also have proven experience of designing and implementing communication initiatives to share bespoke messages to different audiences.
To be suitable for this role you will hold a CIPD or equivalent L&D qualification or have the willingness to study towards this. You will also have the willingness to work towards a Continuous Professional Development (CPD)., + Experience in a Learning & development function and processes.
+ Practical experience in budget or other Financial/L&D MI data reporting from analysis of data sources to the creation of calculations, dashboards and providing analysis of insights.
+ Practical experience in creating, managing and delivering communication initiatives to share bespoke messages to different audiences.
+ Proven experience in working in fast paced environments, using your strong organisational skills to achieve constant competing priorities.
+ Advanced and proven knowledge and experience in the use of Microsoft tools e.g. Excel, Word, Forms, Power Automate to reduce manual input and streamline processes.

If you are seeking a varied and interesting role where you can take a real difference, we’d love to hear from you!
Please note: This part time role will require the successful applicant to work a total of thirty hours per week, the hours will be worked across Tuesday to Friday, or Monday to Friday as shorter days each week.
The advertised salary will be pro rata as the vacancy is part time., + An environment with flexible working options where we encourage a great work-life balance.
+ Exceptional pension with an employer contribution of an average of 27%.
+ Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30.
+ 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday .
+ Latest IT and Tech devices.
+ A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
+ Excellent learning and development tailored to your role including paid apprenticeships up to Masters level.
+ Wide range of discounts schemes on high street names.
+ Employee assistance program for health and wellbeing.
+ Cycle to work scheme and Gym membership offers.