Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Scott Edwards

Learning & Development Lead
Liverpool

Summary

Having worked extensively within L & D, I have gained exposure in all aspects from HR processes to recruitment and established a range of technical skills, relating to staff supervision, client engagements, customer service, stakeholder management, data management, e-learning, scheduling & planning, general administration, and targeted sales activities. I am looking to further my industry experience by seeking employment within a Learning & development position. I am highly resourceful and self-motivated individual, I relish the opportunity to undertake new challenges and opportunities, building strong professional relationships through effective communication.

Overview

11
11
years of professional experience

Work History

Learning & Development Manager

Surface Transforms
Liverpool
03.2023 - Current
  • Introduce the L & D function to the business as this was a new sector to the business.
  • Deployment and monitoring of company-wide essential training.
  • Scoping the requirements with stakeholders, designing and developing the solution, whether created internally or sourced externally, and delivering the end product to learners.
  • Consulting with the business on training requirements, conducting training needs analysis where appropriate and making recommendations on solutions that meet the requirements and align with the strategic priorities of the business.
  • Work collaboratively with different areas of the business, consulting with them to understand their needs and propose appropriate solutions to development needs.
  • Own and deploy leadership development across the organisation.
  • Own the talent routines that support succession and robust risk management – engaging with the HR team to capture data and translate it into insight to present back to the Board / Senior Leadership team.
  • Deploy learning solutions that engage and enable colleagues to perform at their best, through digital and other methods. Responsible for designing content internally as well as sourcing externally where required.
  • Managing the development and implementation of an LMS; with guidance from the HR Manager whilst acting as a point of content for system queries and providing our people with training on the system where required.
  • Provide analysis and data on activities, costs, performance, etc. when requested and specifically when required by budgeting and business planning processes.
  • Run induction activity for new colleagues to welcome them to the organisation.
  • Providing assistance for the development of apprenticeship and Graduate pathways.


Learning and development Manager

MSite
08.2021 - Current
  • Prepare and implement learning strategies and programs
  • Review individual and organizational development needs
  • Deploy different kinds of learning methods companywide٫ such as coaching٫ job-shadowing٫ online training and so on
  • Organize online courses٫ workshops and site visits
  • Monitor the success of development plans and help employees make the most of learning opportunities
  • Collaborate with managers to develop their team members through career pathing
  • Oversee training budgets
  • Organize training activities
  • Create MSite academy
  • Identify training needs with HOD’s
  • Create clear training path ways with HR
  • Onboard new customers & Employees
  • Develop self-service training for internal and external customers
  • Use power BI to analyze utilization and build materials on evidence
  • Hold monthly meetings with key stakeholders internally/externally
  • Product release maps

The Contact Company
10.2020 - 08.2021
  • Overseeing the development of training programmes for a government-backed financial campaign, which includes managing a team of 12 trainers and liaising directly with the centre manager & team leaders to ensure all necessary support is provided
  • Carrying out project management, in relation to remapping the old materials and creating new material, with a specialised focus on ensuring maximum operational efficiencies when regularly training/upskilling 365 agents
  • Client engagements, with reference to demonstrating effective stakeholder communication and cross-departmental coordination skills
  • HR management duties, with regards to organising and conducting development plans and disciplinaries when necessary
  • Updating the GDPR policy's
  • Signing of new material and updates
  • Creating E-Learning
  • Main client contact
  • Collate data and turn it into key focus areas
  • Qualification accreditations
  • Risk Assessments
  • Recruitment

Design & Delivery Trainer

Serco, Public Health England
01.2019 - 10.2020
  • Rapport and relationship building with all relevant stakeholders, relating to senior management, colleagues, junior staff/trainees, sub-contractors, and other external agencies, such as PHE (Public Health England)
  • Co-ordinating and liaising with senior management on a regular basis, organising weekly update calls to build and maintain effective communication channels, while reporting any recognised issues/developing traits regarding agents’ calls
  • Evaluating and assessing the quality of agents’ phone calls, to ensure that the content of their conversations is in accordance with GDPR criteria, effective in achieving the required data, as well as informing any potential improvements to the training process
  • Overseeing the continuous training & development of agents, designing innovative call guides, coaching plans, and e-learning programmes, facilitating different individual learning styles to maximise operational efficiencies
  • Implementation and adherence toward company regulations and protocols, relating to projects under the non-disclosure act and GDPR
  • Notable Achievements:
  • Involved in an 8-person operation, designing innovative training material concerning Track & Trace technology and the COVID-19 pandemic, utilising e-learning, and video animation software to distribute the relevant information to 56 sub-contractors (14,450 advisors) in demanding time-conditions, all while maintaining constant communication with PHE and medical authorities to ensure the content is up to date.

Design Delivery Trainer

British Telecom
04.2013 - 09.2018
  • Stakeholder management, relating to senior management, clients, junior staff/trainees, colleagues, and customers
  • Coordinating the training & development of all BT staff, ensuring that company objectives are met, while specialising in Behavioural Training and tailoring material to meet individual learning styles through personal engagement with advisors
  • Delivering expert product & service insights during training and development sessions, thereby allowing staff to engage in full sales cycles at the utmost efficiencies, maximising sales opportunities, and market potential for new releases, such as BT Sport, Ultra HD TV, and BT Mobile
  • General administrative duties, relating to diary management, scheduling & planning of learning events, keeping accurate records of delegate information, data entry and information distribution across several departments
  • Targeted sales activity and engagement, overseeing the sales team and utilising monthly targets, KPIs (Key Performance Indicators) and CHT (Call Handling Times) to encourage high moral and optimal staff motivation
  • Ensuring that all staff are constantly updated on all relevant confidentiality legislation requirements and GDPR policies, as well as enforcing health & safety procedures.

Sales Retention Service Advisor

British Telecom
05.2012 - 04.2013
  • Exhibited excellent communication and customer service capabilities, providing key information, handling enquiries, and answering product & service questions to assist in the maximisation of sales activity, while ensuring an efficient customer experience
  • Client engagements, via telephone communication, in compliance with GDPR
  • Engaging in a full sales cycle, upselling products & services within strict deadlines
  • Undertaking promotional activities, with regards to making outbound calls to existing BT customers, building a rapport, and informing them of new products and deals.

Education

St Helens College

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Cardinal Hernan Catholic High School

Skills

TECHNICAL SKILLSundefined

Timeline

Learning & Development Manager

Surface Transforms
03.2023 - Current

Learning and development Manager

MSite
08.2021 - Current

The Contact Company
10.2020 - 08.2021

Design & Delivery Trainer

Serco, Public Health England
01.2019 - 10.2020

Design Delivery Trainer

British Telecom
04.2013 - 09.2018

Sales Retention Service Advisor

British Telecom
05.2012 - 04.2013

St Helens College

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Cardinal Hernan Catholic High School

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Scott EdwardsLearning & Development Lead