Growing the HEROtsc Team

For staff in our contact centres, we have a number of programmes sets out clearly defined performance standards and goals, a consistent way of reviewing KPIs and offers opportunities for individuals to improve their performance.

These initiatives empowers advisers to take ownership of their personal development and skills training by offering a variety of learning pathways to support each individual’s performance.

Reward and recognition is an important aspect of this scheme. At HEROtsc, we reward our highest achieving employees and always recognise exceptional improvements in individual performance.

The HEROtsc L&D Department

The Learning & Development Department are responsible for ensuring that all HEROtsc staff are provided with the opportunities to fulfil their potential at work.

Our enthusiastic, experienced team achieve this through a variety of means including: Induction Training, Campaign Upskilling, Soft Skills, Career Paths and E-Learning.

In order to meet the needs of a business the size of HEROtsc, our team have been structured to support all sites and campaigns efficiently and effectively. The "Who are we" section of this site gives you an overview of the departmental structure.

Each of the roles within the department carry specific duties and responsibilities which allow us to work in partnership with our customers to deliver the best service possible:

Head of Learning & Development
The Head of Learning & Development is responsible for the strategic leadership of the department. Reporting directly to the Operations Director; they are responsible for the defining, designing and implementation of the company's overall Training Strategy.

Learning & Development Consultant
The L&D consultants' central role within the business links the operation with the client. Typically, each client has a consultant aligned to them who liases with the client's training manager to ensure that the appropriate training is identified, designed and delivered. They have line management responsibility for the licensed trainers and also accredited while they are delivering training.

Learning & Development Co-ordinator
The Learning and Development Coordinator has a number of areas of responsibility within the L&D function. Predominantly they are responsible for the E-learning programme, in terms of analysis, implementation, promotion of use and new features and updating of the system to ensure it meets business requirements. They also ensure that Statistical analysis is completed on the performance of the training team to provide information to help the business. The L&D Coordinator is also responsible for arranging external training courses, which involves identifying the courses and costs. They are also the coordinator of the company's mentoring programme.

Licensed Trainer
Licensed trainers are there to deliver training to enhance the operation. This includes but is not limited to Induction training and campaign specific training. They are in effect the line manager of individuals while they are within training and therefore will manage the individuals in the same way as a line manager.

Accredited Trainer
Accredited trainers are agents from the floor who are used to deliver training where there is a requirement for training which outweighs the number of licensed trainers. An accredited trainer is there to deliver training and will refer to a licensed trainer or line manager for assistance in managing an individual.