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Training & Quality Manager - Customer Service
3 months ago
Salary: Up to £35,000 per annum
Location: Green Lane, Walsall
Hours: 37.5 per week
The role:
Our aim is to provide exceptional customer service through training and quality solutions. We believe that the key to success lies in the expertise, knowledge, and understanding of our team.
We are seeking an individual enthusiastic about enhancing customer service excellence and emphasizing the importance of the customer journey.
You will be tasked with creating and delivering comprehensive training materials using various methods for our trainers and coaches.
Key responsibilities include:- Designing and delivering training material utilizing a blended learning approach.
- Analysing customer metrics to enhance training and results.
- Managing trainers and performance coaches.
- Ensuring training materials align with company branding and values.
- Maintaining and creating online resources.
- Participating in project implementations for timely delivery of updated training material.
- Reviewing processes and communicating changes.
- Collaborating with stakeholders for engagement initiatives.
- Evaluating training for continuous improvement.
- Providing coaching support and developing the Quality Assurance Framework.
- Conducting occasional induction training.
What you'll need:
- Strong facilitation and leadership skills.
- Customer-centric approach.
- Passion for product knowledge.
- Effective communication and management in training.
- History of improving KPIs.
- Experience with e-learning packages.
- Collaboration in busy contact centre environments.
What You'll Get in Return:
- Competitive salary up to £35,000 per annum.
- Opportunity to collaborate with diverse teams.
- Company Pension with employer contribution.
- Free onsite parking.
- Onsite Gym.
- Busy Bees childcare.
- Volunteer leave for charity work.
About us:
As part of South Staffordshire group, Echo Managed Services is a key provider of outsourced customer service solutions. Our focus is on delivering exceptional results and fostering innovation and growth. Join us and be part of a forward-thinking organization that values teamwork, integrity, and continuous improvement.
Join Echo for a vibrant workplace where your contributions are valued. With a commitment to exceptional customer service, Echo offers a stimulating environment where you can thrive.
