Trainer (Contractor)

1 month ago

London, United Kingdom ITA Full time

**Job Title**:Trainer (CONTACTOR / FTC)
**Salary**:Attractive package commensurate with experience
**Location**: London, Canary Wharf
**Hours**: Please note that your contracted hours will be 8am to 10pm - Monday to Sunday.

**Main Purpose of Role**:
To help Konecta UK to deliver an extraordinary level of service to our clients through the training and
development of our people.
You will support Konecta by working on one of our new client accounts, trainer new hires on all things
related to the account including systems, products, and customer service. The training period is 3- 4
weeks with time for integrated learning.
Depending on your experience, you will attend the first course as a new starter and then co-present
the training session after completing the initial train the trainer sessions with the client.

**Key Accountabilities**:

- To deliver induction programmes for all staff including Systems, Technical Knowledge, Soft Skills

and Product Training.
- To assist in the creation and delivery of Training Workshops, generic and campaign specific where

required.
- To deliver a professional participative and enjoyable learning experience, taking personal

responsibility for the transfer of learning back into the workplace.
- Monitor the effectiveness of training programmes through on-going evaluation and assessment.
- Take responsibility for the documentation of training, reports and test results.
- Produce reports on training evaluation and assessment to evidence effectiveness of training

solutions and potential opportunities for improvement in line with ISO9001 QMS
- Ensure skills and knowledge relevant to your role remains up-to-date.
- Consistently review the content of your training to ensure that your training programmes are

running in line with current procedures and applicable legislative requirements e.g. FCA
- Develop, design and deliver training programmes in line with new procedures within the

company, acting as a reference point with the technical areas of the business to ensure the

delivery of this task.
- Ensure up-to-date and accurate records are maintained.
- To work with all other departments in the business to develop the right training solutions for all

of our clients.
- Provide training and coaching support initiating feedback to the individual and the business on an

individual’s performance, post learning.
- To identify group and individual training needs by liaising with our clients, as well as ongoing

monitoring and assessment against organisational and departmental standards.
- To develop training programmes with a focus on call quality and the Customer Experience
- To continually assess delegates’ learning via testing and monitoring, recording all results and

utilising the data within an individual’s P.D.P. thereby supporting the achievement of the

organisational strategic and business objectives.

**Essential/Desired Experience**:

- At least 2 years’ experience preferably within a contact centre environment is desirable.
- CTP, CCM qualified or equivalent or studying towards desirable.
- Up-to-date knowledge of the clients that you support (full training will be given) - keeping

abreast of process / product / procedures/ system changes
- Overall business awareness - understanding of the company goals, challenges and peak

periods
- Insurance industry knowledge desirable - CII qualification desirable
- PC literate including Microsoft Office; Word, Power-point, Outlook, Excel
- Good working knowledge of HR procedures relating to new recruits and managing under

performance
- Research external thinking to ensure best practice and up-to-date methodologies utilised

**Skills**:

- Good presentation, facilitation, communication, interpersonal and assertiveness skills
- Strong feedback and coaching skills

Company Confidential
- Good time-management and organisational skills
- Ability to operate flexibly and adapt to changing needs.
- Approachable and proactive.

**Who are Konecta UK?**
We partner with clients to deliver outstanding customer experience we combine talent, innovation, and industry

expertise, supporting our clients in engaging with their customers, building loyalty, and maximizing value with a

strong commitment to the environment and society.

We are an international company that provides customer experience services worldwide. With more than 200

sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt

to each country, culture, and time zone.

Our clients employ us to communicate with their customers in the most effective ways - this can be on the

**Why work for us?**
- Konecta UK working culture of fun and sociable team environment
- Pension Scheme
- Eye test vouchers and discounts
- Discounted corporate gym membership with Nuffield
- Involvement with local charities and fundraising days
- Campaign specific benefits including discounts, incentives and prizes
- Recommend a friend scheme paid a

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