Customer Services Trainer
3 months ago
As the Trainer for the Customer Service Team, you are responsible for providing a consistent training program to all new Customer Service Advisors joining our teams. This will include 1-2-1 training on systems, services, sales as well as technical and behavioural skills, adapting your delivery to different learning styles to get the best out of every individual.
This role is working for Saint Gobain Interior Solutions who are part of Saint-Gobain UK & Ireland and create high performance drylining and insulation solutions that take care of people and the planet.
What we're looking for:
Customer Service Advisors are the heartbeat of our business, and to be their best we want to provide every individual with consistent, thorough, and tailored training to not only give them the tools to do their job but the ongoing support and development throughout their career.
If you enjoy coaching, development and training individuals and are passionate about people meeting their potential we would love to hear from you.
Taking pride and pleasure in teaching someone something new - service, systems, sales, technical & behavioural skills
Well-developed interpersonal skills, confidence and an ability to engage and communicate with people on different levels
Excellent time management, administration and organisational skills
Digitally Minded and not phased by learning new technology, systems and processes
Ability to design learning and think creatively
Relevant coaching experience and skills
Self-managed with good planning, organisational and time management skills
Ability to collaborate with peers and work as part of a team
Able to travel to different customer service offices for training
What you will be doing:
This is a newly created role within the business and gives the appointee an exciting opportunity to make the role their own. We have been developing, updating and standardising processes across the department and are now ready to offer a complete training and development programme to our team. The first 6 months will be really getting to know the business, and then you will be able to make the role your own, delivering 1-2-1 training programmes for new starters covering everything from attitudes, systems and services as well as ongoing development modules for experienced staff. You must be passionate about learning and development, and able to adapt your style to engage a diverse range of individuals to bring out their best.
Create a professional training plan and support delivery of consistent training to all new Customer Service Advisors across our four locations to help them prepare for their role; incorporating varied techniques to appeal to different learning styles and ensuring content is accurate, meaningful and relevant
Support the embedding of learning pre and post-training. Review the success of training and make changes as appropriate
Support our transition to Salesforce Service Cloud
Take ownership of The Knowledge (a document, learning repository) in Salesforce
Train out continued developments
Own and update the customer service training Matrix
Ensure the customer service localised matrix is up-to-date with courses
Ensure mandatory courses are executed within outlined timeframes
Support the development of a coaching culture across the customer service team. Work with nominated 'training buddies' to help embed learning in line with the department training plan
Maintain close communication and effective working relationships with the Head of Customer Services, Operations Leads, Team Coaches and Service Improvement Lead to identify training gaps and help to research and co-ordinate external, and internal, training courses
Alongside the leadership team, support the development and career aspirations of individuals through coaching, personal development plans and signposting to learning resourcesAre SGIS and Saint-Gobain inclusive employers?
Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.
We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.
And what about flexibility?
The world of work is changing. At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments.
Our standard working pattern is 8am-4pm Monday to Friday - though if you need some flexibility- we'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can't promise to meet every request when we're recruiting. But we do promise to listen.
If you match our criteria, we will be in touch to discuss your experience and more about you as a person, we look forward to hearing from
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