MY MOUNTAIN DEVELOPMENTCUSTOMER CARE
Introduction to My Mountain Development
The purpose of My Mountain Development Magazine - Climb to the Top x Mountain Development
Level 2 - Embed the Basics
Level 3 – Role Model
Level 4 – Champion
Level 5 – Training Champion
Level 6 – Senior
Level 7 – Team Leader
Additional Mountain Development Initiatives
• Learning Library
• Apprenticeships
FAQ’s Glossary
Contents
Welcome to My Mountain Development. The start of your great development adventure!
As a growing business we recognise the importance of our colleagues growing their skills and careers with us. As you journey through your career at Mountain Warehouse, it is important to take time to learn, push yourself out of your comfort zone, and place yourself into different experiences to develop.
As a brand we want to invest in highly skilled and engaged colleagues, providing everyone with opportunities to learn and grow both in role and through their career path. This fuels the business goal of becoming an employer of choice.
So, whether you are new to our business, wanting to progress into other roles, or simply upskilling yourself to increase your expertise, our My Mountain Development will provide opportunity and support for you.
Please feel free to contact your Learning and Development team for any enquires related to Mountain Development on the e-mail learningdevelopment@mountainwarehouse.com
Introduction
My Mountain Development Magazine Purpose
This magazine will explain your development opportunities and aims to signpost what is available to you as a colleague and at what climb to the top career stage. It also provides insight into what type of development is on offer. Whether this be through our iAM portal, virtual webinars or our apprenticeship offer. The offer is created in line with your Mountain Talk goals and Climb to the Top Customer Care framework.
This ensures our offer is flexible to your needs and relates to the business skills driven from each departmental needs. The magazine is refreshed every 6 months, and updates will be communicated as per your department channels.
We always advise colleagues all development conversations should take place with your Line Manager prior to any engagement with what is on offer. This ensures your development is endorsed, followed up, and connected to your feedback conversations.
Climb to the Top x Mountain Development
Level 7 – Team Leader
For each level of your climb to the top journey Mountain Development will provide a range of topics to support you at each stage.
Level 6 – Senior
Level 5 – Training Champion
For each stage you will be provided with differing learning solution which are highlighted for you and cater for differing learning needs.
Level 4 – Champion
Level 3 – Role Model
Remember your development requires additional development, feedback and practice. Mountain Development is one element of your whole development journey in role.
Level 2 – Embed the Basics
Level 1 – Build the Basics (this development is covered as part of your induction into role)
Level 2 Embed the Basics
After building the basics in your induction you will now be ready to test your skills further.
Our Embed the Basics modules are aimed at supporting skills needed to succeed in Customer Care and give all colleagues the basics to build from.
The below workshops are a mix of blended learning opportunities for you to put into action in your role.
- Increasing your empathy (CTTT Behaviour- Communication & Teamwork) (IAM + Reflection Group) - Effective Communication L1 (CTTT Behaviour - Communication) (IAM + Manager Reflection) - Problem Solving L1 (CTTT – Problem Solving) (IAM + Manager Case Study)
- Importance of asking for Feedback ( CTTT – Feedback) (Virtual Workshop)
The below sign-up link will offer specific information on the type of training and timings on offer.
CLICK HERE TO SIGN UP
Level 3 Role Model
After embedding the basics in your role, you will now be seen as a role model for the team with increased skills and behaviours to match. To support you further in your role modelling skills the below modules are available for you to complete.
The below workshops are a mix of blended learning opportunities for you to put into action in your role.
- Relationship Building workshop L1
(CTTT Behaviour – Build Relationships) (Virtual Workshop)
- Effective Communication L2
(CTTT Behaviour – Communication) (IAM & Manager Reflection)
- Problem Solving L2
(CTTT Behaviour – Problem Solving) (Virtual Workshop)
- Growth Mindset
(CTTT Behaviour – Time Management, Self-Learning and feedback) (IAM & Reflective Journal)
The below sign-up link will offer specific information on the type of training and timings on offer.
CLICK HERE TO SIGN UP
Level 4 Champion
Now as an established Role Model, you will be wanting to take your skills further to become a master, and champion, of your Customer Care role. This takes your skills to a higher level and starts to further your influence and positive impact on those around you.
The below workshops are a mix of blended learning opportunities for you to put into action in your role.
- Effective High Performing Teams
(CTTT Behaviour – Teamwork, problem solving, leadership, time management and coaching) (Virtual Workshop)
- Influencing L1
(CTTT Behaviour – Coaching and trust) (IAM & Reflection Group)
- Emotional Intelligence L1
(CTTT Behaviour – Emotional Intelligence) (Quiz, IAM, Re-Quiz)
- Handling Conflict
(CTTT Behaviour – Handling conflict) (Virtual Workshop)
The below sign-up link will offer specific information on the type of training and timings on offer. CLICK HERE TO SIGN UP
Level 5 Training Champion
Taking your Champion skills further to start to impart your knowledge and behaviours is one of the most exciting times in any colleague's career. To see how you positively impact others and how they learn from you can and is very rewarding. This part of your Mountain Development will take your skills to a new level with the below workshops supporting you along the way.
- Giving Feedback
(CTTT Behaviour – Feedback) (IAM & Observation of Feedback)
- Time Management
(CTTT Behaviour – Time Management) (IAM & Manager feedback)
- Influencing L2
(CTTT Behaviour – Coaching and Trust) (Virtual Workshop)
- Emotional Intelligence L2
(CTTT Behaviour – Emotional Intelligence) (Virtual Workshop)
- Learning Styles
(CTTT Behaviour – Leadership, Coaching, Teamwork and Communication) (Learning Style Quiz)
- Presentation Skills L1
(CTTT Behaviour – Presentation skills) (Virtual Workshop)
The below sign-up link will offer specific information on the type of training and timings on offer. CLICK HERE TO SIGN UP
Level 6 Senior
As a senior you will now be stepping into management and influence on a new level. With further skills required to support those around you, and ensure you juggle the demands of managing and team and moving tasks forward. Your technical expertise will now be at a high and this is all about your team, and how you positively impact what they do.
The next pages of the Mountain Development Magazine outline the programmes available to support.
Each programme has its own individual link and delivers content in a programme format away from individual workshops/modules but a more comprehensive investment due to the skill level required.
The programmes on offer are… - Management Development Programme - Situational Leadership
To sign up to the relevant above courses, please see individual pages with course description and sign-up link.
Management Development Programme (MDP)
It is important for all our management team to invest in their skills to lead high performing teams. Our MDP programme offers opportunity to all managers to increase their toolkit on topics such as…
• Dealing with difficult conversations (CTTT Behaviour – Handling conflict, problem solving and communication)
• Remote/Hybrid management (CTTT Behaviour – Leadership, Trust and Communication)
• Giving Feedback (CTTT Behaviour – Feedback)
• Leading through change (CTTT Behaviour – Teamwork, Communication, Trust and Build relationships)
The programme will provide insight and greater confidence to all line managers when leading colleagues, ensuring you feel fully equipped to navigate your team towards business success.
Duration : 5 x 60-90minute Virtual Workshops.
Delivery : Teams and/or live Head Office workshops.
CLICK HERE TO SIGN UP
Situational Leadership
Situational Leadership is a style of leading that requires you to adapt to various team scenarios that commonly playout. It is a flexible and adaptive model focused on driving the best results through the leadership of developing your team. Examining the right approach for the right scenario to get the most effective result.
It covers the following skills…
• Coaching (CTTT Behaviour – Coaching)
• Effective delegation (CTTT Behaviour – Teamwork, Project work and Leadership)
• Support vs. Direct leadership (CTTT Behaviour – Teamwork, Trust, Builds relationships, Emotional Intelligence, Coaching, Leadership)
• The impact of Skill vs. Will (CTTT Behaviour – Teamwork, Self-Learning, Coaching)
The workshops will increase your toolkit creating highly influential leadership moments that inspire you team to develop.
This is an advanced workshop for managers who have previously completed our Management Essentials and MDP programmes.
Duration : 4x 60-90min workshops.
Delivery : Teams or one day in person workshop.
CLICK HERE TO SIGN UP
Level 7 Team Leader
As a team leader you have very much climbed to the top. Yet the learning does not stop here!
They include the below development opportunities…
- Leadership Apprenticeships – details provided on request.
- Team day topics delivered in person.
- Facet5 – our self-awareness tool available to all team leaders. Supporting your Mountain Talk conversations and individual development.
- Coaching support.
The above development is available on completion of all other Mountain Development programmes available. Refreshing topics based on partnering conversations to suit the wider team goals, and strategy of the department.
Level 8 Department Heads
We have a more bespoke approach to our Team Leader development driven by conversations with head of departments.
This involves having the same development with additional bolt on courses created through Mountain Talk goals with the Head of Departments which creates a unique and tailored learning experience. This can also link in with other leadership programmes we offer in head office.
Our Additional Mountain Development Initiatives
Learning Library
We are launching our new learning library to support all colleagues with the opportunity to increase their skills and knowledge through accessing differing literature on topics such as…
Leadership
Equality Diversity & Inclusion
Remote Management
Wellbeing
Neurodiversity
Strategy
Motivation
The library will offer some digital versions to access but most books will be posted out with free return post options provided to all Customer Care colleagues.
For more details on what books are available and how to lend your first read please click the link below
CLICK
HERE TO REQUEST A BOOK!
Apprenticeships
We have apprenticeships available for all colleagues on varying topics, and at varying levels. Tailoring our apprenticeship courses to not just functional needs, but also any changes in career paths. The below are examples of apprenticeship courses, click the link to find out more. Please note, that not all apprenticeships are able to be completed if not specifically relevant to current job role, e.g. a buying apprenticeship would need to be completed whilst in a buying role. Please speak with your line manager, and L&D to gain further information and your eligibility of courses available.
Leadership Data Skills
Customer Care L2 & L3
Team Leader L4
Department Manager L5
All apprenticeships on offer require 20% off the job learning which can include completing assessments, and part of the learning criteria in your own time. This is common practice and is part of the courses providing a formal qualification and certification in the subject area.
Frequently
Asked Questions & Glossary
FAQ’s
Q: How do we manage time away from our current workload for all colleague sessions? Please confirm with your line manager before signing up to any sessions. You will then be given sufficient time to attend.
Q: Are you allowed to attend levels and topics outside your current Climb to the Top banding?
Whilst the skill level for all colleague sessions differ as this is a new launch you can choose to refresh or attend sessions in line with your own needs. Always seeking line manager guidance to what topics/offering works best
Q: How do I sign up?
There are links provided through the magazine. There will be different styles of learning; independent, live webinars, recorded webinars and iAM courses. Click on the sign up links to confirm which workshops you wish to take part in and confirmation will be sent to you via e-mail from the Learning and Development Team.
Q: Are all sessions in person or virtual?
No. Sadly we cannot run all in person sessions nor all virtual live sessions. Some of the content is pre-recorded or part of a selflearning assessment. This includes activities you do in the time scheduled in your diary
FAQ’s
Q: Apprenticeships are mentioned but how do we sign up?
For anyone interesting in qualifications please speak with you manager stating the reason you want to explore the qualification route. You will be then sent a submission link which your line manager endorses to check your eligibility for the course. This is based on a number of factors including your English and Maths skills. It does mean that in worst case scenarios not all applications for apprenticeships are successful, but we can always work with individuals to find alternative options. The length of time it can take to process the application for apprenticeship will be dependent on several factors such as, cohort start dates, cohort numbers etc. We aim to process applications as soon as possible; however, the provider will be responsible for the timeline thereafter the initial application submission.
Q: What do the levels mean in Apprenticeships?
L2: Basic knowledge and skills. Equivalent to GCSE
L3: Specialist knowledge and skills. Equivalent to Alevels
L4: Higher Level Apprenticeship. Equivalent to HND
L5: Higher Level Apprenticeship. Equivalent to HND
L6: Equivalent to full Bachelors
L7: Equivalent to full Bachelors + Masters
Glossary
CTT- Climb to the Top MDP- Mountain Development Programme
Styles of Delivery:
• Virtual Workshop – Online teams meeting with L&D facilitating.
• iAM’s Course- Online iAM’s module
• MS Teams Reflection Group- Bitesize (20 minutes) Microsoft teams meeting with L&D facilitating a reflective conversation post completion of the iAM’s course. Reflection on key takeaways from course and application to daily role going forward. This reflection should then be followed up as standard, in 1:1’s with managers.
• Case Study with Manager- Following completion of your iAM’s course, you will apply your new skills and learnings to a real-life case example from your role. E.g. what are your key takeaways from the course in relation to problem solving and how would you apply it to a previous situation that required problem solving skills. This is a discussion that will take place with your manager as part of your 1:1.
• Reflective Journal- Short written piece relating iAM’s topic, on how you will apply learnings to day-to-day tasks and approaches to situations. This piece is used to support conversation with manager around subject topic and development going forward. E.g.- a piece around understanding of Growth Mindset and how you will adapt mindset and approaches to situations going forward.
• Quiz- all quizzes to be provided by L&D.
• Manager Observation- live observation on the job by manager of colleague using techniques learnt in iAM’s module.
• Manager Reflection- during 1:1’s, managers should discuss with colleagues the training that has been completed. This should cover, key takeaways from sessions, how it can be applied into their role, and how they will implement the learnings going forward.
