Defleet Learning & Quality Specialist

About The Role

Reporting to the Learning & Quality Manager, you will join our central team that is dedicated to driving excellence across the division by ensuring the highest standards of quality, fostering continuous learning and development, optimizing systems and processes, and enhancing communication and training. 

We’re looking for a passionate and proactive Learning and Development Specialist to join our 2 other specialists. You will design, deliver, and continuously improve learning experiences that empower our people to perform at their best.
You’ll play a key role in driving capability, consistency, and engagement across VRM, ensuring our colleagues have the right knowledge, skills, and tools to succeed.

Learning & Communication
• Design and deliver engaging learning programmes, including onboarding, product training, soft skills development, and compliance learning.
• Schedule sessions, manage calendars, and coordinate stakeholders to ensure seamless delivery.
• Conduct training needs analyses and skills gap assessments to identify development priorities.
• Implement best practices in learning design, delivery, and evaluation.
• Act as the central source of truth for all training communications, updates, and content across platforms used by department.
• Manage and maintain knowledge and learning systems and tools, ensuring strong governance and data accuracy.

Quality 
• Conduct consistent, fair, and accurate quality assessments across customer interactions (calls, emails, live chat).
• Identify trends, process improvements, and opportunities for change to enhance customer and colleague experiences.
• Provide coaching, feedback, and mentoring to support colleague development and improve performance.
• Partner with managers to help them develop their teams through structured learning and targeted support.


Align with department strategy 
• Communicating clear message of the ‘why’ and impact of any releases and communications.

Maintain consistency across all departments within Commercial Operations
• MO Connect & Teams articles and updates are shared, and users are engaging with content.
• Understand how knowledge management can be used in new starter induction.
• We are the go-to team for any training & communication needs to ensure the message is delivered in the right way to the right audience. 

Maintain central source of truth
We are the go-to team to update and store all process changes for your teams in the central knowledge management tools. 
• Regular review of Knowledge content and usage. 
• Look to experiment, find, trial and implement an alternative to Ask Mo that works for your needs.

Quality of content
• Regularly review, update and assess the effectiveness of training and communication we deliver.
• Create feedback forms post training and maintain good levels of service.
• Look for new ways of working and tools to enable better training experiences.

Accessibility and inclusivity
• Design training and content that is accessible to all employees and caters to diverse learning styles.
• Alignment with Learning & Development and central & customer training & communications teams. 

About You

 Minimum criteria: You’ll need all of these.

• You are passionate about quality assurance, coaching, and training design and delivery, understanding their impact on customers, colleagues, and the business.
• Exceptional communication skills, both verbal and written, and the ability to interpret and present data findings effectively to various audiences.
• Impeccable time management skills, adherence to deadlines, and effective workload management.
• Strong collaboration and relationship-building skills, with the ability to work effectively with stakeholders at all levels.
• Embracing change and seeking opportunities for innovation in a dynamic environment.
• Keen interest in supporting the external best practice, digital agenda and exploring platforms for assessment processes.
• Exceptional attention to detail, ability to work independently and as part of a team, and proactive self-starter.
• Committed to continuous personal and professional development and maintaining best practices.
• Previous experience in writing communications
• Previous experience in delivering training and coaching
• A good understanding of the principles of how to design and deliver training
• Experience in planning, organising projects, and good time management 
• Excellent stakeholder management
• Comfortable working as part of a team, but managing your own workload
• Confidence in MS Office applications and comfortable with learning new technology like AI tools within this speciality
  

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers.  It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, you can expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to our fully accessible company allotment –