European Customer Service Training

3 weeks ago

Watford, United Kingdom TJX Europe Full time

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We’re always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Job Summary:
As the Customer Services Training & Quality Supervisor you will play a pivotal role in the experience of new associates within our business. You will coordinate and deliver our onboarding programme in line with our overall training strategy.

This role will be responsible for the coordination and delivery of induction, ongoing training of our associates, quality checks and coaching teams to improve our overall customer experience.

You will support the Training & Quality Manager to identify function wide and individual training needs and develop our learning opportunities to meet them. You will monitor, report, and identify opportunities to drive high qualitative conversations ensuring that operational handline and delivery of conversations across multi channels and countries are second to none.

Job Responsibilities:

- Coordinate and deliver our exciting induction programme for the contact centre
- Support in the creation and maintenance of a training plan, coordinating the delivery of an in-depth calendar for each financial year
- Partner with our CSM’s to deliver supplementary on the job coaching and learning
- Continually feedback opportunities for improvements to processes, procedures, and systems by promoting our continuous improvement culture, actively seek feedback from our associates and stakeholders
- Contribute to the delivery of projects that lead to an improved learning experience for our associates
- Using quality assurance methods to monitor our associates in the contact centre allowing us to build a picture of the level of qualitative experience delivered to our customers
- Identify and feedback to the T &Q Supervisor any opportunities to update our SOPs
- Build strong relationships within the customer service team
- Key Skills - Experience of using tools such as Articulate 360, storyboard and Articulate Rise

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