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About The Role

Role Purpose

To design and deliver operational, mandatory and regulatory technical training and/or coaching to support induction and ongoing upskilling of colleagues within Customer Operations.

Key Responsibilities

  • To deliver Induction training to the Customer Services department, ensuring quality of delivery to meet the learners needs
  • To identify and deliver ongoing process, systems and soft skills training to the contact centre agents, team Managers and other colleagues where necessary
  • To routinely and consistently design, review and update training materials to ensure the standard, quality, relevance and version controls are maintained
  • To deliver high quality, learner-centred classroom training / facilitation, applying traditional and contemporary learning theory and practise incl. virtual, side by side, gamification and 1:1 training
  • To effectively manage the performance and assessment  of delegates throughout the duration of the training, adhering to HR protocols , involving line managers and buddys where appropriate
  • To evaluate training and development solutions and assess new recruits against established performance and probationary measures, and provide constructive feedback to individuals and line managers
  • To work with the site management team to identify training needs and to agree the most appropriate training intervention
  • Maintain training registers and regularly report on compliance and training KPIs as required by the business
  • Design of new product and platform training – responsible for creating new training materials to enable customer operations colleagues to be upskilled effectively on new products, processes, systems (including any supporting behaviours)
  •  Communicate new processes – joint responsibility with Customer Operations Team Managers to brief in new processes and procedures to the Customer Operations team and provide training support as needed
  • Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
  • Identify areas for improvement, focus on delivering feedback which assists in developing a ‘best in class’ service to our customers and provide cost effective/business focussed solutions to the Management team
  • Maintain own knowledge of products, processes and systems to maximise effectiveness in role
Qualifications and Educational Requirements
  • Previous experience of designing, delivering and evaluating training in a customer service oriented environment
  • An understanding of the learning cycle
  • Understandingand experience of coaching and mentoring
  • Knowledge of the sales & service cycles
  • Excellent presentational, verbal and written communication skills
  • A high impact classroom delivery style and the ability to manage a room
  • Ability to evaluate interventions and recommend points for improvement
  • Strong facilitation skills
  • Ability to manage a group within a training environment
  • Ability to quickly build rapport at all levels
  • Ability to work autonomously when delivering training and to work as part of a team
  • Ability to self-motivate, with a desire to grow and develop
  • Ability to input into the design of training interventions
  • Ability to turn the learning cycle theory in to practice in a business environment
Specialist Skills and Experience Required
  • A qualification in training design / delivery (or working towards)is  essential. Experience of developing on line learning is desirable
  •  Good planning and organising skills
  • Competent with MS Office suite (Word, Excel, PowerPoint)