National Quality & Training Manager

SearchFlow, we have over 25 years' experience and run more than 1 million conveyancing searches every year for over 2,500 legal clients in England and Wales. We deliver highly focused, in-depth property intelligence, quickly and efficiently.

Investing in innovation, we are owned by DMGT, a company committed to investing in its portfolio of innovative property data services. Our sister companies include leading brands such as Landmark Information Group, Argyll & OchreSoft.

We hire ambitious and passionate talent into our business and are proud of the steps we take to maximise potential in our employees, nurturing and supporting their professional and personal development.  We all know money makes the world go around, but at Searchflow we understand that financial rewards also mean more than cash.  We believe that in order for our employees to flourish, it’s important to strike a healthy work/life balance.  We provide modern, open-plan, light working environments, flexible working hours, 25 days holiday and free beverages, fresh fruit and biscuits

Do you have a passion for business improvement?  You will build, develop and deliver a training and quality assurance programme for Personal Search at company and regional level that provides line managers, field staff with the resources and tools to improve PSA performance and deliver exceptional customer experience.

You will work with key internal and external stakeholders focusing on three distinct areas; developing a quality process framework, driving operational efficiencies and implementing changes, and specialist conveyancing training for our Internal and Field Searchers.

The role will involve:

• Creating and maintaining training content and manuals
• Defining the framework and programme for training delivery, performance assessment and reporting
• Managing and maintaining the Quality Assurance and management programme, processes and searcher assessment activities
• Assisting in the definition, and delivery of training objectives and key performance indicators
• Working in collaboration with field personal searchers and online searchers to build and maintain strong relations with Local Authorities
• Supporting positive relationships with key PSA suppliers
• Exemplifying SearchFlow’s professional behaviours, values of equality and inclusion, and assist in embedding these across PSA
• Assisting the PSA Operations Manager in ad-hoc management support

Leadership – Your primary role is leading the training to effect change in order to meet the business growth goals by putting in systems and training process for existing and new staff. Must demonstrate the ability to develop strong relationships and leverage those relationships across the team by influencing management.

Strategy – You will oversee the creation of content, e-learning, collateral and other training materials that will impact behaviour-changing training using theories inclusive of job aids, facilitator guides, on-the-job training systems and demonstration models. Your will also drive the development of programs that incorporate overall business objectives such as the business’s financial goals.

Collaboration – You will also play a highly collaborative role where you build solid cross-functional relationships with departmental heads and management across the business.

Analytics – You will play an analytical role where you conduct development programs and initiatives whilst testing and evaluating the effectiveness of the training program.

Knowledge – You will be responsible for maintain the department Knowledge Base, keeping it up to date in terms of trends and technology. You will ensure the department works to a single best practice which delivers exceptional customer service.

Analytical Skills: A candidate for this position will have the ability to identify performance improvement opportunities and gaps, conduct analyses, and develop solutions that will deliver the desired results through training programs. The candidate will also need to have knowledge of instructional methodologies, progression theory, learning evaluation models, and various delivery methods.

Interpersonal Skills: A candidate for this position must be a strategic and creative thinker, he will be detail and result oriented, be open and welcoming to change, be comfortable working in group settings, be self-motivated working under minimal supervision, have an ability to handle multiple projects and meet tight deadlines, and demonstrate composure under stress and in times of uncertainty.

You will be professional, passionate and driven by the desire to drive change with a flexible & adaptable approach.  You will also be/have:

• Preferably CIPD/CTP qualified with experience of designing & delivering training programmes or a degree in Business Management.
• Experience of training within a regulated/risk & compliance environment
• At least 5 years’ experience working in a corporate environment.
• Strategic and creative thinker and detail and results orientated.
• Quality systems trained & MS Office
• Evidence of leading change within a department or company.
• Experience of leveraging technology in order to deliver training and business transformation in new ways.
• Communication skills are imperative for this position.
• Able to build best-practice bespoke training and accreditation programmes
• Excellent presentation and facilitation skills
• Experience of virtual training suite design and promoting self- learning by implementing online training tools (such as MindFlash)
• Ensuring that training and quality assurance programmes support customer performance and operational efficiency improvement actions
• Encouraging staff personal development and objectives attainment through training support
• Linking field- and office-based staff through consistency of training content and quality analysis
• Promoting a culture of professional continuous improvement through training and quality improvement gains
• Mentor and support the development needs of the field personal search team
• You must be comfortable with extensive nationwide travel.