Learning and Development Manager

About the Role

We are seeking an experienced and visionary Learning and Development Manager to design, implement, and oversee comprehensive learning strategies that drive organizational performance, employee engagement, and career progression. This senior leadership role is pivotal in shaping our company culture and ensuring our workforce is equipped for current and future challenges.

Key Responsibilities

• Develop and execute a strategic learning and development plan aligned with organisational goals and business objectives.
• Lead the design, delivery, and evaluation of training programmes, leadership development initiatives, and talent management solutions.
• Collaborate with senior leaders, HR, and department heads to identify learning needs and align programmes with business priorities.
• Manage a team of L&D professionals, providing guidance, mentorship, and performance management.
• Oversee the implementation of digital learning platforms, e-learning modules, and blended learning solutions.
• Monitor training effectiveness through data analysis, feedback, and key performance indicators, continuously improving content and delivery methods.
• Drive diversity, equity, and inclusion initiatives through targeted development programmes.
• Manage the L&D budget, ensuring efficient allocation of resources and maximising return on investment.
• Stay up to date with industry trends, emerging technologies, and best practices in learning and development.

Required Qualifications and Skills

• Bachelor’s degree in human resources, Organisational Development, Education, Business, or a related field (Master’s preferred).
• Extensive experience (typically 7+ years) in learning and development, with at least 3 years in a leadership role.
• Proven track record of designing and implementing successful learning strategies and programmes.
• Strong leadership, communication, and stakeholder management skills.
• Expertise in adult learning principles, instructional design, and digital learning technologies.
• Ability to analyse data and translate insights into actionable improvements.
• Experience managing budgets and external training vendors.
• Professional certifications such as CIPD, ATD, or similar are advantageous.

Why Join Us?

• Competitive salary and benefits package.
• Opportunities for personal and professional growth.
• Dynamic and inclusive workplace culture.
• Chance to make a tangible impact on organisational success and employee engagement.

How to Apply

To apply, please submit your CV and a cover letter detailing your relevant experience and vision for learning and development in our organisation. Applications will be reviewed on a rolling basis.

Apply: info@massiveelege.co.uk

Equal Opportunities

We are proud to be an equal opportunity employer, committed to cultivating a diverse and inclusive workplace.

Complaints and Customer Services Director

Job Description

The Complaints and Customer Services Director is a senior leadership role responsible for overseeing the strategic direction and operational management of the organization’s complaints handling and customer service functions. This role ensures the delivery of a high-quality customer experience, effective resolution of complaints, compliance with regulatory standards, and the continuous improvement of services. The Director acts as a key liaison between customers, frontline teams, and the executive board, championing customer-centric values and driving service excellence across all channels.

Job Role

• Develop and implement the organisation’s strategy for complaint management and customer service, aligning with business objectives and regulatory requirements.
• Lead and inspire a team of managers and customer service professionals, fostering a culture of accountability, empowerment, and continuous learning.
• Monitor and analyse complaint trends, customer feedback, and performance metrics, providing actionable insights to drive improvements.
• Ensure compliance with all relevant regulations, industry standards, and internal policies regarding complaints handling and customer service.
• Collaborate with cross-functional teams (e.g. Legal, Compliance, Operations, Product) to address root causes of customer dissatisfaction and implement corrective actions.
• Represent the organisation in escalated complaint cases, ombudsman dealings, and regulatory matters, maintaining a professional and responsive approach.
• Oversee the development and delivery of training programmes to enhance complaint resolution skills and customer service excellence.
• Prepare and present regular reports to senior leadership on complaint volumes, resolution effectiveness, and customer satisfaction levels.

Requirements

• Proven experience (typically 8+ years) in complaints management, customer service leadership, or a related field, ideally within a regulated industry.
• Strong people-management skills with a track record of developing high-performing teams.
• In-depth knowledge of complaints handling frameworks, customer experience best practices, and relevant regulatory requirements (e.g. FCA, GDPR, industry ombudsman guidelines).
• Excellent communication, negotiation, and stakeholder management abilities.
• Analytical mindset with the ability to interpret data, identify trends, and implement effective solutions.
• Demonstrated ability to manage complex and sensitive situations with professionalism and empathy.
• Degree-level education or equivalent experience; further qualifications in customer service management, business administration, or compliance are advantageous.
• Proficiency with CRM systems, complaints management software, and Microsoft Office Suite.

Desirable Attributes

• Experience working within financial services, utilities, telecommunications, or other highly regulated sectors.
• Certification in customer service or complaints management (e.g. Institute of Customer Service, Six Sigma).
• Ability to drive change and foster a customer-focused culture across the organisation.

Apply: info@massiveelege.co.uk