Knowledge and Training Manager

The position: Knowledge and Training Manager

Life at Elvie; Meaningful work, Exceptional People 

We're Elvie. We create smart products, new solutions, and a fair few taboo-busting conversations while we’re at it. Founded by Tania Boler in 2013, we develop extraordinary innovations designed to improve women’s lives. It's a fascinating and challenging area that requires us to solve problems that no one else has ever tackled before.

At Elvie, you’ll be surrounded by people who want to improve everything and everyone around them. People who are passionate about our mission. People who are driven to solve problems and constantly consider the best ways to improve the health and wellbeing of women. 

Find out more about life at Elvie here. 

We're deeply proud of our values, which are intrinsic to the way we behave every day. We take them seriously because we want our culture to thrive:

• We make an impact: We’re mission-driven and not afraid to break boundaries. We relentlessly focus on going the extra mile to solve problems.
• We’re fearless innovators: We are passionate, curious, and data-driven. We continuously embrace change and innovation.
• We’re in it together: we fail and learn fast — always as one team — and have fun along the way. We stay authentic and embrace our differences.

Did you know?

In some regions our amazing products are considered to be medical devices. This means we maintain our Medical Device quality management system in compliance with ISO 13485:2016, to support the development of our groundbreaking products.

About the role: 

Okay, we’ve waffled long enough. So let’s get to the good bit: You. 

As Knowledge and Training Manager, your role sits within the Customer Care team. Working closely with the Global Customer Care Lead and in consultation with the wider business (where applicable), you’ll ensure that our customer care agents are well trained and equipped to provide an excellent customer experience and that feedback from customers is shared and acted upon within Elvie. This will include overseeing the rollout of processes and policies to the customer care team and ensuring that information about our policies, products and processes is fully documented and up to date. 

Location: Hybrid working; a mix of working from our London office & working remotely.

Employment type: Permanent (please note, you must have the right to work in the UK)

Requirements

What you’ll be doing at Elvie:

• Ensure we maintain relevant, up-to-date, accurate and easy-to-find information concerning our products, policies and processes for our customer care agents on all the enquiries that they receive.
• Use new and innovative ways of presenting information to our customers and agents.
• Lead and drive an internal Voice of the Customer programme to ensure feedback from the contact centre is analysed, acted on and circulated throughout the organisation.
• Build and maintain a collaborative network with the various departments within Elvie to ensure all knowledge material is accurate and up to date.
• Using the same network, drive to alleviate customer and agent pain points providing relevant Customer Care data on (for example) top Contact Reasons, Quality and Legal issues and Customer Satisfaction data.
• Engage with the agents regularly to ensure we are also hearing ‘the voice of the agent’, so their needs also inform our process and policy rollouts. 
• Work with the outsource partner to develop and maintain the training curriculum and materials for the onboarding and continuous development of the front-line agents. And help to build and maintain a culture of constant learning.
• Collaborate with the outsource partner’s QA team to identify and resolve gaps in knowledge base articles or training material.
• Review email template / chat canned responses usage.
• Project manage with the Customer Care Team new product launches ensuring Agent Knowledge base, guided workflows and training materials are ready for launch.  Reporting post-launch on customer issues and challenges of those new products.
• Project work dependent on business needs.

What we are looking for:

• At least two to three years experience in a customer service or call centre role.
• Demonstrable evidence of designing and delivering training classes.
• Experience in building process flows and using AI to create guided workflows for agents.
• Experience using call centre CRM tools.

Benefits

The benefits you’ll get:

We're on an exceptional journey. And we can offer you a genuinely purpose-led career with a culture built on trust, autonomy, and flexibility. In addition, we'll give you:

• 9 Day Fortnight - for our full time employees we work 9 days every Fortnight with every other Friday as a non-working day for you to spend as you wish!
• Lots of flexibility: whether it’s working from home, doing the school run, or life admin, we understand that flexibility is essential, and we trust you to do the right thing for you and us
• Share options: we want everyone to have a stake in our success
• 25 days’ annual leave, plus bank holidays
• 8 extra life leave days; getting married, moving house, menopause or just things that you can’t put a label on that matter to you
• 5=10 leave: 10 days’ additional leave on your 5th and 10th years of service!
• £100 contribution to your home working set up to spend as you see fit
• An annual personal development allowance of £200 and unlimited access to our learning and development platform, Learnerbly
• Generous parental leave policies; maternity & adoption (16 weeks at full pay, then 8 weeks paid at 75% followed by 15 weeks at SMP rate.), paternity/partner (6 weeks at full pay to take at any point during the first year of your child’s life), shared parental leave
• Healthcare plans, life insurance, and an employee assistance program for you and your family
• A tax-efficient group pension scheme 
• Group income protection; protect your salary if you get sick
• A free Elvie trainer for you to keep or give away when you join
• Generous employee and friends & family discounts on Elvie products
• Wellbeing support from YuLife and access to SmartHealth app with unlimited GP appointments for you and your family, plus various well-being initiatives throughout the year
• Lovely offices in great locations, with drinks and snacks provided, along with fun social events

What you can expect after you’ve applied:

A member of our recruitment team will reach out to you after they have reviewed your application. You must ensure your application is completed correctly, and we strongly encourage you to add a cover letter or note to let us know why Elvie’s the right fit for you.  We do often receive a large number of applications for our roles, please don’t let visibility of this deter you from applying. We review and aim to respond to every application.

We would like to get to know you through your background, attitude, experience and understand your motivation to work with us. Our interview process varies depending on the position, but it typically looks like this: 

• 30-minute video call with one of our recruiters
• 30-45 minute video call with the hiring manager 
• 45-60 minute video interview with some of the team (some positions may require you to complete a task/presentation)
• For some positions, there may be an additional interview with one of our senior leadership team 

This is an exciting time to join Elvie. You’ll have a voice, make an impact, and have the opportunity to mould your role. So be ready to learn, have fun, and be inspired by our passionate, talented team — and having a sense of humour helps too. 😉

Belonging at Elvie

At Elvie, we believe having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from all backgrounds to apply and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. 

If you need any support with your application, please get in contact with us: [email removed - click apply for more details] or 020 8135 8018.

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