Nick Wright Email & Phone Number

Handforth, England, United Kingdom

Wilmslow, United Kingdom

Lead and manage the day-to-day operation of the Digital Learning Team and be accountable for the company's digital learning strategy. This includes the delivery of creative and innovative digital solutions to support and enhance the current training offering. Build strong relationships with senior stakeholders, subject matter experts (SMEs) and develop / manage strategic partnerships with external clients. Create proposals for global clients on digital learning solutions. Overall management responsibility for the clients' learning management system (LMS).

Manchester, United Kingdom

I was responsible for the planning, design, development and delivery of a wide range of digital learning solutions across all divisions. These included induction, development workshops, soft skills courses, compliance and programmes to enhance individual and team performance. I also introduced, integrated and managed the company's Learning Management System and was responsible for maintaining relationships with external suppliers and vendors.

Manchester, United Kingdom

Leading, motivating, managing and developing a team of coaches across the Customer Services Operation. Working closely with key stakeholders and senior managers, ensuring the coaching being provided is effective, often exceeding their requirements within my allocated budget.

Manchester, United Kingdom

Designing, developing, delivering and evaluating high quality (sales and customer service) training across the Customer Service Operation. Reviewing / updating all training materials and carrying out regular training needs analysis. Liaising with departmental managers to ensure all training delivered reflects current business and regulatory practices. Benchmarking training practices, keeping up-to-date with any developments within the Call Centre industry.

Creating a variety of Management Information reports and planning schedules that were essential to the success of the business. This position helped improve my technical skills and broaden my commercial awareness of how a successful contact centre business works.

Designing and delivering a variety of behavioural and technical training courses and presentations across the Bank’s Customer Services Division. I was also responsible for planning, organising and scheduling training courses for staff, whilst supporting team managers and customer service advisors with complicated customer queries.