Training Lead

1 month ago


Luton Bedfordshire, United Kingdom Matchtech Full time

Training Lead Job Description: As a Training Lead Contractor in our Customer Service team, you'll ensure high-quality training delivery to diverse audiences. Collaborating with the Customer Service Manager, you'll oversee training initiatives, manage content, and design bespoke modules for top-tier customer service. Responsibilities: Training and Development:

  • Own the Customer Service training content lifecycle.
  • Manage new hire training, refresher courses, and specialised modules.
  • Review and update existing training materials.
  • Develop tailored training programs in collaboration with subject matter experts.
Continuous Improvement:
  • Analyse data to identify service trends for improvement.
  • Implement process enhancements through cross-functional collaboration.
Regulatory Compliance:
  • Ensure training content complies with travel regulations and industry standards.
  • Assist with regulatory audits and implement corrective actions.
Key Experience:
  • Substantial customer service experience.
  • Extensive background in training roles, including remote sessions.
  • Desirable: Contact centre experience, knowledge of overseas operations.
  • Strong judgment, commercial acumen, stakeholder management.
  • Excellent communication, analytical skills, and conflict resolution abilities

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