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Customer Services Trainer and Coach

3 months ago

Smethwick, Sandwell, United Kingdom DPD Group UK Full time
Company Description

Company Description
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Contract: Permanent, 37.5 hours per week

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Salary: TBC

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Location: Roebuck Lane, Smethwick, B66 1BY
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Days of Work: Monday
  • Friday with occasional weekends
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Hours of Work: 8am - 6.30pm


Join us on our journey as we aim to be the UK's most sustainable delivery company, whilst ensuring our customers continue to receive a world class service.

You will be in a busy and fast paced business, with a turnover of over £2 billion, that can offer you great benefits and plenty of opportunities to progress your career

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.


When joining DPD you are not just starting a job, you are vital to our journey to be the most customer centric, inclusive, sustainable and leading parcel delivery provider within the UK who embraces and drives change, placing our people and our customers at the heart of what we do.

Along with job security, the tools to do the job and a competitive salary, you'll receive fantastic benefits starting on day one, including never working on your birthday ever again

DPD is a Valuable 500 company and a Disability Confident Employer

Job Description:


In this role you will be responsible for delivering skills based training to new inductees and existing staff across multiple sites, including outsource partners.

You will also be responsible for identifying development needs, working in conjunction with Team Managers and other key stakeholders, to deliver targeted 1-2-1 development surgeries and group workshops.


Key Tasks/Areas of Responsibility

  • Provide training and support to all CCS employees when recruited, and as an ongoing process, as the need is identified by managers / the wider business
  • The development of training courses and workshops to improve process compliance & increase job productivity across all customer service sites
  • Promote and own coaching programmes and ensure an even split of time is allocated across all CCS locations
  • Complete the administration of training courses (arranging invites, systems access etc)
  • Liaise with stakeholders to identify training needs in all areas of CCS.
  • Evaluate training course effectiveness, and record areas of improvement where appropriate
  • Regular "Back to the Floor" activities to maintain and enhance process knowledge, to become an expert in all aspects of CCS
  • Liaise with crossdepartmental contacts, to implement 'best practice' within CCS, and also help showcase CCS to the wider business.

Measures of Success:
Your success in this role will be evaluated in various ways, including:

  • Completing all preparation for training programmes in a timely fashion, ensuring delegates receive invites with all relevant information and all internal stakeholders are kept updated throughout the process.
  • Following the training material throughout the programme, ensuring all aspects are covered and sessions are completed within the agreed timings.
  • Be responsible for ensuring effective record keeping, to adhere to compliance requirements for all training programmes.
  • Record and showcase measures you have implemented in the development of training programmes, as a result of effective feedback from previous sessions and key stakeholders.
  • Owning any training content and delivery queries for a dedicated Partner site. Liaising with Partner Performance Managers and the Process team, to ensure any queries directed to you are managed through to resolution.

Qualifications:

About You

  • You will ideally have previous experience in delivering training in a classroom and virtual environment, although this is not essential.
  • We are looking for a strong team player that can demonstrate their ability to achieve results as part of a team, and in taking a leading role in innovating and promoting new ideas.
  • To be successful in this role, you will be required to not only display the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Hard Work and Accountability, but to also be an ambassador for the values and culture of DPD
Additional Information

Additional information


We recognise that our people are at the heart of our business, without them we wouldn't be able to deliver our award-winning service to millions of customers across the country each day.

It's important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability.

To name but a few

  • Holiday trading
  • Enhanced maternity and paternity package
  • Free life assurance of 4 x salary on joining the pension scheme
  • Free onsite car parking for all employees
  • Health Kiosks visiting every location
  • Discounted shopping from 100's of retailers including up to 5% off supermarket shopping
  • Milestone Days off to celebrate with your family and friends
  • Free eye tests and support with the cost of glasses
Joining DPD can lead to not just a stable job