About Bark
Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.
Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 220 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way.
This is an exciting time to join our scaling business, we recently ranked 64th in the Sunday Times 100 fastest growing private tech companies in 2023.
As a profitable scale-up, Bark is in a unique position to offer the best of both worlds; the excitement and agility of a start up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility and stimulation without any of the worry.
About the Role
The Training Lead is responsible for developing and implementing training strategies and programs to support the Customer Operations team in delivering high-quality service to both sides of our marketplace - customers and professionals. The Training lead will enhance and develop our onboarding programme for new starters, developing and improving training plans and outcomes. The training lead will work closely with the quality control function, as well as managers and team leaders to identify training needs, design and deliver training programs, and evaluate the effectiveness of training. The Training lead will also be responsible for developing and maintaining all training materials.
Responsibilities
- Successfully onboard and train all new starters within the department, continuously evaluating the success of onboarding and making adjustments accordingly
- Develop and implement ongoing learning strategies and programs to support the Customer operations team in achieving their goals of delivering elevated service
- Work closely with managers and Team Leaders to identify training needs
- Design and deliver training programs on a variety of topics, including customer service, product knowledge, sales skills, and technical skills
- Evaluate the effectiveness of training programs and make necessary adjustments.
Assess trainees and be able to make recommendations to managers in terms of training needs/gaps - Support and inform on ideal profiles for hiring purposes
- Create and maintain data and reporting to monitor and assess departmental performance in relation to training needs
- Develop and maintain training materials off and on-line when appropriate (LMS systems)
- Stay up-to-date on the latest trends and best practices in L&D
Required Skills and Experience
- Bachelor's degree in a related field, such as education, human resources, or business administration.
- 3+ years of experience in L&D, with a focus on contact centres.
- Strong understanding of learning principles and instructional design.
- Experience in developing and delivering training programs.
- Experience of quality assurance best practices and how to utilise these to inform training needs
- Experience in evaluating training programs and making necessary adjustments.
- People Management experience
- Experience in project management and delivering new ideas and change
- Proactive and positive attitude
- Strong customer-first mindset
- Experience in developing and maintaining training materials. Ideally familiar with LMS technologies and able to develop online training materials
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team
Perks and Benefits
- Share options in a rapidly growing company whose founders have a proven track record and are Private Equity backed
- Flexible working policy with a central office in London
- Private health insurance run by Aviva including dental cover
- Personal annual L&D Budgets with £1,000 to spend on your development
- Enhanced Gympass membership for all employees with access to mental health courses and fitness classes
- Fully stocked kitchen and weekly team lunches
- Financial advisor
- Cycle to work scheme
- Regular wellness weeks with industry leading talks through to massages in the office
- Being at the forefront of an industry with new and exciting problems to solve
Interview Process
- Screening Call with Talent Partner (30 mins)
- 1st Stage - Deep dive into background and motivation (30 mins)
- 2nd Stage - Technical Task (60 mins)
- 3rd Stage - Values interview (30 mins)
Diversity Statement
At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.