Customer Service Centre Trainer

2 weeks ago

London, Greater London, United Kingdom Cactus Search Full time

We have an exciting opportunity for an experienced Contact Centre Customer Service Trainer to join our clients well established team.

The Successful Individual will primarily be responsible for the delivery of Industry Leading customer service training, refresher training and onboarding new starters into the business.

Salary: 40K DOE + Bonus, OTE 44K, + Excellent Bens
Hybrid Working

Key Responsibilities:

Design, deliver, and facilitate a range of learning programs and initiatives, including onboarding programmes, technical skills training, soft skills development, leadership/coaching programmes and compliance training.

Utilise a variety of learning methodologies and technologies to ensure effective delivery.
Work collaboratively with business stakeholders and colleagues to develop a learning strategy and role-based competency framework.

Design, develop and implement a customer service department on-boarding framework, ensuring employees are seamlessly integrated into the Company and acquire the required skills, knowledge, and behaviour to be effective in their roles as quickly as possible.

Work collaboratively with the Customer Services (and wider operations) team to design bespoke development programs for future.
Continuous training / retraining of individuals who operate at different skill set levels.

Collaborate with the wider team and department managers to integrate learning and development initiatives into the performance management process.

Establish a culture of curiosity and continuous learning, whereby employees adopt a growth mindset and drive their own personal development.

Evaluate and implement learning technologies and platforms to enhance the delivery and effectiveness of learning programs. Stay informed about emerging trends and best practices in L&D field.
Develop and implement evaluation strategies to measure the effectiveness and impact of learning initiatives.
Collect and analyse data on learning outcomes, participant feedback, and business performance metrics to drive continuous improvement.

Actively engage with the HR department and other key stakeholders to understand the business strategy and priorities and identify current and future learning needs to ensure L&D plans are aligned.

Support the HR team in reviewing training needs and skill gap assessments.

Key Skills Required:
Previous experience working in a similar role/ environment, ideally in a contact centre or customer services environment.
Relevant L&D/ training qualification or certification, preferable.
Strong organisation and time management skills
Strong analytical skills with attention to detail
Good understanding of business processes and systems
Good knowledge of Microsoft programs (Word, Excel, Outlook, PowerPoint and Outlook)
Good understanding of training tools and best industry practices
Fluent in English with strong written and verbal communication skills
Able to work as part of a fast moving and growing team.
Strong interpersonal skills to liaise with other people at different levels within the business
Ability to work independently without direct supervision
Shift work may be required with occasional weekend working.

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