Scott Spanswick
Manchester,Greater Manchester
Summary
Innovator and creator of learner experience-focused content. I'm passionate and driven around creating world-class learning that excites people and changes the status quo. Ensuring our brand and culture shine through.
I'm an extremely motivated L&D professional for over 15 years in the Learning industry from Manchester to Manilla, adept at working to consistently high standards. With excellent management, time management and communication skills, the ability to work using my initiative and as part of and leading a team of highly skilled professionals.
I'm passionate about culture, challenging the norm and supporting people in achieving their goals. I have a proven track record of designing, delivering, and facilitating programmes that develop operational, managerial, and system-related excellence. If something is worth doing, it's worth doing well, and I love to bring learning to life. Whether that's instructed lead training, self-lead education or digital solutions. I'm an authentic, enthusiastic, self-motivated individual focused on developing and motivating others to achieve business and personal objectives.
Overview
18
18
years of professional experience
1
1
year of post-secondary education
Work history
Learning Experience Designer
Virgin Media O2
Manchester, Greater Manchester
03.2021 - Current
- Established and maintained robust links between systems.
- Designed impressive solutions to overcome existing system challenges.
- Performed security testing using results to identify and fix vulnerable areas.
- Developed and implemented system testing plans in support of deployments.
- Stakeholder management, both internal and external, including collaborating with digital designers, subject matter experts, video producers and developers.
- Developing new and existing classroom-delivered courses into engaging blended/digital courses from set learning outcomes and assessment criteria.
- Responsible for user insights gathering, testing, personas and lead requirements gathering with stakeholders.
- Research and design, in conjunction with an external content provider and internal subject matter experts, engaging blended/digital courses that are fit for purpose along with online testing and assessments.
- Creating engaging learning activities and compelling course content that enhances retention and transfer.
- Created a virtual learning environment to enable remote learning during the pandemic
- Adapted training material to meet the needs of diverse audiences and ensure a successful learning experience.
- Developed online learning modules and materials to facilitate remote learning during the COVID-X pandemic.
Supporting Curriculum Programme Manager
Virgin Media O2
Manchester, Greater Manchester
10.2020 - 03.2021
- Effectively consulting with stakeholders to ensure all learning projects align with Virgin Media priorities.
Supporting engagement and interactive Training sessions for Trainers. - Working with Virgin Media stakeholders to ensure the correct design governance is applied to all new content and existing creation.
Implementing and ensuring our digital learning strategy across projects is met. - Using L&D/operational data, insight, and analytics to provide recommendations and influence stakeholders in improvements and actions that can be taken to enhance their area.
- Actively working in collaboration across our business to ensure alignment, consistency, and strategic development across all programmes.
- Instigating future-focused solutions, demonstrating industry-leading knowledge and solutions, challenging traditional methods, and aligning value and insight to day-to-day performance.
- Acting as a role model for Virgin Media's culture, values and behaviour and ensuring these are brought alive in training content and delivery.
- Acting upon feedback from stakeholders, learners and upline to ensure the best possible solution is achieved.
- Continually self-assessing my performance and taking action to ensure knowledge and area of expertise is up to date and meets both Virgin Media standards and external benchmarks.
Facilitator
Virgin Media
Manchester, Greater Manchester
10.2011 - 03.2021
- Facilitated workshops on effective communication that improved collaboration and team morale.
- Facilitated group discussions that encouraged creativity and problem-solving.
- Developed and implemented adaptive learning strategies that increased the success rate of learners.
- Developed and implemented a comprehensive onboarding program that increased employee retention by 10%
- Conducted team-building activities that improved team cohesion.
- Developed and delivered effective training programs that improved employees' job performance.
- Developed and implemented effective feedback systems that improved communication between managers and employees.
- Developed and implemented a mentorship program that increased employee engagement and satisfaction.
CEO Complaints Advisor
Virgin Media
Manchester, Greater Manchester
11.2008 - 10.2011
- Exceeded targets by delivering comprehensive and consistent service.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Handled live chat queries within strict timeframe targets.
- Updated account information after customer calls for well-maintained data accuracy.
- Improved company processes by analysing customer feedback and service trends.
- Explained the benefits and advantages of different product and service offerings to customers.
- Offered detailed product and service advice based on customer needs.
- Resolved complaints with proactive problem-solving and analysis.
Customer Service and Faults Advisor
Virgin Media
Manchester, Greater Manchester
10.2005 - 11.2008
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Processed inbound customer calls, providing information on service or product upgrades
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Adhered strictly to policies and procedures for continued company compliance.
Education
A-Levels -
Xaverian College
Manchester 09.2000 - 09.2001
Skills
- Training programme design
- Induction programmes
- Training budget allocation
- Training auditing standards
- Learning and development interventions
- Confident communicator
- Skills gap analysis
- Employee training
- Training material development
- Online training experience
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Learning Experience Designer
Virgin Media O2
03.2021 - Current
Supporting Curriculum Programme Manager
Virgin Media O2
10.2020 - 03.2021
Facilitator
Virgin Media
10.2011 - 03.2021
CEO Complaints Advisor
Virgin Media
11.2008 - 10.2011
Customer Service and Faults Advisor
Virgin Media
10.2005 - 11.2008
A-Levels -
Xaverian College
09.2000 - 09.2001
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