Learning & Development and Communications Coordinator
As a Learning & Development and Communications Coordinator you’ll play a key role in supporting the effective delivery of high quality training and communications within our Outsourced Contact Centre and service providers.
You will be an ambassador for the Morrisons brand and an advocate for high quality training and communications to enable service excellence across all customer contact channels, by ensuring customer service advisors are equipped with the knowledge and skills to perform their roles effectively.
You will be accountable for creating, designing and updating engaging multi-media training materials for customer service advisors within the Contact Centre to help serve our customers better. Always utilising your creative flair to apply different mediums to training materials including video, animation and voiceover, choosing the most applicable method to make each piece of content meaningful and applicable.
As well as updating key business processes and associated learning materials, you will create, design and deliver clear, timely communications that align with operational and business needs.
This position follows a 5 day working week, 3 days office based.
Hilmore House, our head office, offers convenient amenities, including a subsidised on-site restaurant, coffee shop, convenience and sample store, a prayer room, free parking, and frequent company wide events and promotions.
Applicants should live within a reasonable commuting distance of our office.
Some of your responsibilities will include:
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Design, create and update training materials, presentations and guides
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Maintain the internal knowledge base materials (Ways of Working) so it is both up to date and accessible, ensuring that all updates have reflected in any transformation AI tools in a timely manner
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Collaborate with our outsourced Contact Centre service provider to design, create and validate either new or updated induction materials for all our lines of business and key services
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Onboard our new Contact Centre service providers from a Morrisons induction perspective, re-writing induction materials along with on-site physical delivery of the Morrisons brand, tone of voice and customer personas training for the initial launch of our new Contact Centres
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Communicate all relevant business changes, news and updates to the Contact Centres via agreed governance communication protocols
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Create, draft, schedule and distribute all communications in a creative, engaging style, using various different mediums to publish content, based on content provided by the business, subject matter experts or leadership
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Create from scratch multi-media content (eg: filming in store, voice-over artist to slides, videos) to bring the training content to life for front line customer service advisors to enhance understanding and knowledge retention
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React to urgent daily operational communication requirements from the business to our outsourced Contact Centre
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Interact with internal business stakeholders to gather and interpret input for longer term communications (by maintaining a communications calendar to coordinate process/systems changes and seasonal updates)
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Work closely with the Quality Coach and wider Insight team to ensure that training opportunities and gaps are identified and acted upon, recommending appropriate learning & development interventions/formats required for onward leadership approval
About you
We’ve built an incredibly diverse business, and we’re working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we’re looking for someone who has:
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Experience in creating and designing creative training materials from scratch
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Exposure to internal communications or content creation tools would be advantageous
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Previous Contact Centre or internal communications experience (preferably in the retail sector)
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Proficient in content creation tools, including Canva to build creative and engaging multi-media learning interventions
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Detailed systems knowledge of utilising Customer Relationship Management to be able to design associated training materials and communications clear articulation
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Excellent written communication skills with the ability to simplify information
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Ability to self manage, prioritise and multitask, often working under pressure and to very tight deadlines, supporting the wider team deliverables
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Attention to detail and strong organisational skills
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Ability to create engaging and interactive multi-media content to engage customer service advisors through greater understanding and inspire knowledge retention
About us
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15% colleague discount in our stores and online, plus 10% for a friend/family member
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Generous holiday entitlement
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A range of family friendly policies including Maternity, Paternity, Adoption, Neonatal and Fertility leave
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Perks with over 850 retailers
Reward & Benefits
We've highlighted below some of our standard Rewards & Benefits that our colleagues receive. Please note, some roles come with additional benefits such as bonus, company car allowance etc. you'll find further details where applicable in our adverts, or you can speak to someone in our resourcing team for more information.
Plan your journey
Hilmore House (Head Office), Bradford, United Kingdom, BD3 7DL
Learning and development is at the heart of our business
As you can imagine, Morrisons is a busy place to be. There’s lots going on - processes, changes, new initiatives, different ways of working. And that’s just on a Monday morning.
It means there’s a lot to learn. But learning isn’t just about understanding what’s involved in day-to-day workloads. It’s also about growing and developing in your career, too. That’s why we’ve made sure that learning and development is at the heart of our business. We’re here to make sure everyone has everything they need to be their best - and to go as far as they want.
Our DE&I workstreams
We're proud to have a diverse group of colleagues working here. We want everyone to feel valued in an environment where we promote respect, where they feel a sense of belonging, and feel celebrated as individuals.
These are the moments that matter to them - and they matter to us, too.
Everyone is welcome to get involved in our Ethnic Diversity, Ability, LGBTQ+, Women, and Family & Carers workstreams, too. They’re designed to help us better reflect our customers, colleagues, and communities so we can become an even more inclusive business.
As a business, we love bringing people together. And we think it’s one of the biggest reasons to be part of our team.
Our Process
We've outlined below what our typical process looks like, this can vary slightly depending upon the role or team you've applied for. Our goal is to provide a positive and accessible experience for all applicants, ensuring everyone has the support they need to showcase their best selves.
Our resourcing team are on hand to help with any questions about your application and you can reach them by e-mailing resourcing@morrisonsplc.co.uk.
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Find an opportunity that's right for you
Once you've found a role that's right for you, you can apply via this site. If it's your first time applying with us then we'll need all your essential information and we might ask you to upload your most recent CV. If you've applied for roles with us before then we should recognise you and you won't need to share these details again, unless something has changed that you need to update us on.
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Online Assessment (Customer Assistant roles)
After your application, we might send you an e-mail and ask you to complete an online assessment. This is typically a situation judgement test where we'll ask you ten questions with mutliple choice answers and takes around 10-15 minutes to complete. The questions will give you a feel for the types of scenarios you might encounter working in our stores - think customer first.
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Let's find out more
For some of our stores and site roles, if you've been successful with your application we might just e-mail and ask you to book a slot for your interview. For other roles our resourcing team will get in touch with you to find out a bit more about you and why you applied. They'll also answer any questions you might have about us and the role. After all, it's a two way process!
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Interview
Our interviews are typically face to face but can sometimes be virtual. Don't worry, we'll advise either way. Your interview can differ depending on the role or team. Part of the interview may include some competency questions against our Ways of Working (listed below).
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Final Stage
With some of our roles there might be a second interveiw. This tends to be for roles in our Head Office and some salaried positions across our stores and sites. As part of this second stage, we might ask you to complete a task, such as a SWOT analysis or something similar, and present it back during the interview. This helps us understand your approach and thinking about the role.
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Decision
Our resourcing team or the store or site you've applied to will be in touch with you as soon as they can to let you know the outcome. If you've been successful we'll share the details of our offer with you and follow up with everything you need on e-mail.
Ways of Working
Our Ways of Working are like a set of values that define our core beliefs, guide decision-making, and shape our culture and how we operate.
Customer First - I care about our customers and do everything I can to meet their needs
Teamwork - I always play my part in the team, and I recognise we go further together
Working Freely in a Framework - I’m trusted to make my own decisions and encouraged to improve things for customers and for us
Care and Respect - We care more and try harder; for each other, for everyone around Morrisons
Listen and Respond - I take the time to talk with and listen to colleagues and customers, and always do the right thing for the them
Grow Sales, Low Cost - I understand my part in the end-to-end process and look for ways to drive improvement
Life at Morrisons offers more than you imagine.
We’re a Yorkshire based food manufacturer and retailer, and our story began with a simple market stall in Bradford all the way back in 1899. Today, we’re still just as committed to delivering on our promise of 'freshness from farm to fork' for every customer. It’s why we’ve grown to become one of the UK’s leading supermarkets. And, with 90,000 colleagues, nearly 500 stores, and 11 million customers every week, there are now more reasons to join us than you can imagine.
Discover Head Office at Morrisons
Our stores aren’t the only place where the magic happens. You’ll find a proper buzz at Head Office in Bradford, too. This is where support for store colleagues begins, from those big board decisions on our business processes, right down to thinking up new ideas to help support our colleagues.
But what we love most about Head Office is that there are more functions than you probably imagine - from trading to marketing, finance to tech, and HR to property. And we all work together to make sure our stores and manufacturing & logistics sites have everything they need to succeed.
Meet the Recruiter
Favourite Morrisons product
The Best Fresh Orange Juice
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