James Jolly Email & Phone Number

Norwich, England, Gb

Greater Norwich Area, United Kingdom

• Engagement with key stakeholders across the business to develop and maintain an ongoing Group L&D programme that meets the company’s long term business strategy and growth plans,• Develop and maintain a project plan that tracks overall progress and achievement of Group L&D project milestones, • Work closely with subject matter experts to ensure the accuracy and relevance of training content,• Develop innovative, accessible and engaging training content that engages employees• Regular delivery of internal training programmes. Also assess the effectiveness of current training programmes and implement improvements to enhance learning outcomes and participant engagement,• Design supportive training documents for new training programmes,• Assist the Group Head of L&D with ad hoc projects,

Greater Norwich Area, United Kingdom

• Responsible for the L&D support of the RSK Group Sustainable Engineering Solutions (SES) Division, made up of 16 different business units, comprising of roughly 3000-3500 employees. • I proactively communicate with business stakeholders to ascertain their specific training requirements, and provide training materials, guidance and insight to fulfil their learning goals. This has provided the opportunity to develop annual divisional strategies, build communication plans and training needs analysis pieces, generate training proposals, create e-learning content and craft holistic reporting for senior leaders.• This role has enabled me to deliver multiple training sessions virtually and in-person, ranging from early career graduate training, through to leadership development sessions over multiple days.• Within 6 months of starting the role, improved UK compliance scores by roughly 25% and international compliance scores by roughly 45%.

Greater Norwich Area, United Kingdom

• Implemented a complete overhaul in the planning, management, delivery and verification of training across 9 different departments. I worked with senior leaders to re-define clear paths to success, transform key processes across commercial & content teams, create high impact training materials & development plans for each team, and instil a culture of continuous improvement.• After my first 8 months with BizClik, I was promoted from Training & Development Manager to Head of Training & Development, enabling me to contribute as part of the senior leadership team and develop learning strategy across 2023/2024. During this time, I won the BizClik Annual Award for Best Newcomer 2022.• I developed bespoke PDP’s, review processes and development pathways for many employees, so they could enhance their skill sets and progress in their careers. I worked closely with the likes of Prince2, Agile, NCTJ & CIPD during this time. • I launched two new office locations with BizClik, with our London Office in August 2022, and our Dubai office in September 2022, working closely with the new teams to drive best in class performance & productivity.

Greater Norwich Area, United Kingdom

Ensuring all new starters at BizClik Media Group are fully trained and prepared for their roles in the company, whilst managing refreshers, upskilling, and development of existing colleagues, to reach their potential and succeed in their sector.

Norwich, England, United Kingdom

• This role consisted of registering new site developments across the UK for infrastructure. Whether commercial or residential, single plots or 200+ units, I would ensure the details provided by developers were accurate and able to progress, whilst dealing with ongoing issues or complaints. • I had the opportunity to deal with high level registration escalations, employing my skills to actively correct the course of customer’s journeys. I always went above & beyond for my customers, doing that one extra thing to round off their positive experience.• For my last year with Openreach, I was tasked with the training & managing of four new teams, two based in Liverpool and two based offshore. As a New Sites SME, I oversaw the planning, delivery and verification of training, as well as assigning daily work, and addressing productivity with their completions/returns. This was a wonderful experience to build my understanding in a leadership role, as well as further build my experience in the world of L&D.• I took many new opportunities & responsibilities during this time, such as costing and contracts checks, data cleanse work, and held a key role in the transition of ‘contact us’ customer service to onshore, enhancing our customer satisfaction results from a CSAT of 6 to 41.• I achieved a ‘Brilliant’ Rating for every annual performance review with the company, with management commenting on my ability to take extra responsibility, excel in the quality and quantity of my work and produce incredible high impact training across every team I worked with.

Lincoln, England, United Kingdom

• Dealing with customer queries, investigating system or supplier issues and resolving ongoing complaints is a daily process at BT in Lincoln. I have relished in challenging conversations with frustrated customers, ensuring I explain problems thoroughly and do everything in my power to correct them. I pride myself on my customer conversations, often being provided praise in customer feedback across the board. • Through my work as an advisor, I have established a vast array of system knowledge, learning the internal systems inside and out to not only help my calls, but assist others with theirs. This means accessing order databases, correcting them, whilst also communicating with various departments or suppliers to be thorough in my correction of the issue. • The position has provided me with a supervising opportunity, allowing me to become a ‘Floor-Walker’ for 3 months, assisting in the teaching and in-the-moment support of a new entrant team to the business. This involved working closely with managers to cultivate core focus areas for the team, taking coaching sessions and leading huddles or group discussions. • BT has a fantastic focus on charity and giving back to the community, affording me the chance to work amongst charities in Lincoln. This insight to the world of volunteering has been fascinating, providing me a deeper outlook of daily life in these roles. Since helping in charities such as ‘Mind’, I have a more keen focus to volunteer wherever possible, to help however I can.