Customer Service Team Lead

2 weeks ago


Luton Bedfordshire, United Kingdom Matchtech Full time

Training Lead

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.

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.

Analyse data to identify service trends for improvement.

- Regulatory Compliance:

- Ensure training content complies with travel regulations and industry standards.

- Assist with regulatory audits and implement corrective actions.

Extensive background in training roles, including remote sessions.

- Contact centre experience, knowledge of overseas operations.

- Strong judgment, commercial acumen, stakeholder management.

-


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