Learning Designer and Facilitation Officer

About The Role

Focused on making an impact.

At Islington, public service is about making a real difference to people’s lives. Our Contact Centre is often the first point of contact for residents, businesses and customers, so it is vital that colleagues have the right knowledge, confidence and support to provide clear, accurate and empathetic help.

We are looking for two Learning Design and Facilitation Officers to help strengthen learning across our Contact Centre. This is an opportunity to design practical, accessible and memorable learning that helps colleagues feel prepared, confident and consistent in the support they provide every day.

You will work closely with Contact Centre colleagues, managers and service areas to understand learning needs and turn information, service changes and process updates into useful guidance and learning products. This could include in-person workshops, 1:1 support, online learning, short videos, eLearning, refresher training and a bespoke welcome programme.

You will also help develop and maintain clear SharePoint guidance, so colleagues can easily find up-to-date information when supporting residents and customers. Using feedback, quality checks, performance data and manager insight, you will help evaluate what is working well and where further support may be needed.

We are looking for someone who can bring learning to life, explain complex information clearly and work collaboratively with colleagues and managers to improve confidence, capability and consistency across the service.

You will need:

• Experience of designing, delivering and evaluating learning and development.
• An understanding of local government services or customer service contact centres.
• The ability to assess learning needs and design practical learning that responds to those needs.
• Strong facilitation, communication and interpersonal skills.
• The confidence to engage different audiences and explain information clearly.
• A good understanding of how adults learn and how to create effective learning interventions.
• Strong IT skills, including Microsoft Office, and the ability to learn internal systems quickly.
• The ability to work collaboratively with colleagues and managers to gather, organise and maintain information on SharePoint.

You will be part of our Organisational Development team within Human Resources, working alongside another Learning Design and Facilitation Officer and with colleagues across the Contact Centre. Together, you will help make sure colleagues have the right tools, guidance and learning to provide the best possible experience for residents and customers.

If you are passionate about learning, confident working with people, and motivated by the chance to improve services that matter to our communities, we would love to hear from you.

For further information or for an informal conversation about the post, please contact:

Name and Job Title: Emily Cooper, Senior Organisational Development Projects Lead

Email:

Working for the team, service and our organisation

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t beclearer: we serve. It’s in the logo. We are committed to challenging inequality in the boroughand as one of the largest employers we know that to look after the place and the planet, wehave to look after our people. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about.

Our offer to you

We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Our staff benefits include:

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35-hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!

Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Workforce Equality, Equity, Diversity and Inclusion Statement

We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero-tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone’s identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Pre‑Employment Checks

Any offer of employment will be subject to the successful completion of required pre‑employment checks. These may include:

• Proof of address
• Evidence of any name changes (if applicable)
• Right to work in the UK
• Overseas criminal record check (if applicable)
• Satisfactory references
• Occupational Health clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable)

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Disability Confident Scheme

Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.

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