Recruitment and Training Officer
7 days ago
**The Recruitment Group**
We're on the lookout for a Recruitment and Training Officer for our well-established client in Oxford on a temporary basis for 5 months
**About the role**:
As a Recruitment and Training Officer, you will be responsible for:
- Manage the recruitment, selection and interview process for the customer service advisors using latest technology approaches.
- Design and deliver Induction training to all new customer service advisors, team supervisors and team leaders.
- Support team leaders to develop their people skills, enhancing their ability to coach and motivate their teams.
- To lead on the management and effective delivery of training using up-to-date methods and in the development of individuals and teams within the Customer Service Centre, enabling individuals and teams to achieve the level of quality, productivity and serviceknowledge required to meet business needs.
- To plan, design, deliver and evaluate relevant training programmes and online courses in soft customer service skills and specific technical skills.
- Liaise with Human Resources and external providers (as required) to help develop the training materials in line with the corporate strategy.
- Work with the Service Delivery Manager and the Organisation Development team to design, deliver and evaluate Corporate Customer Service training across the organisation and prepare reports/analysis as required by the Director of Customer Experience andCultural Services or the Service Delivery Manager.
- Proactively ensure that all learning interventions are current and relevant and delivered in a blended approach to consider different learning styles.
- Support all organisational initiatives and provide the additional training where required to ensure all staff members can operate efficiently.
- Coach and support the team on the floor ensuring each team member is confident in their role.
- Develop relationships with the senior management team ensuring alignment to the successful delivery of outcomes.
- Build relationships with key internal and external stakeholders ensuring latest technical knowledge is delivered to the customer service centre.
- Be responsible for the Customer Service CentreApprenticeship Programme and for line managing the apprentices.
- Provide relevant management information on the success of the training and development programme across the Customer Service Centre.
- Work in partnership with other organisation services to cascade relevant customer service training across the wider organisations to embed the corporate Customer Experience Strategy, and Charter and Standards.
- Responsibility for the planning and spending of the training and development budget as approved, in line with the Learning and development for staff across the Customer Service Centre.
- Act as an ambassador for continuous improvement assisting with communications, and colleague engagement within the Customer Service Centre, across other directorates, senior management, Councillors, members of the public and other partners.
- Provide strong support to developing the digital mindset across the Customer Service Centre.
- Actively contribute to and facilitate Customer Services projects and/or corporate projects, preparing reports and attending meetings as requested.
- Responsible for deputising in the absence of, or on behalf of the Quality and Performance Manager or Service Delivery Manager. Acting as a point of referral and support for Customer Service Advisors in the delivery of service to customers.
- Management of the Customer Service Centre Apprenticeship Programme, liaising with Team Leaders, external qualification providers and organisations Workforce Initiatives team to ensure the Programme meets the needs of the business.
- Any other duties as may be deemed necessary to carry out the full remit of the role.
**Shift**:
**Working Days**:Monday to Friday
**Working Hours**:08:30am to 17:00pm
**Hourly rate**:£16.53 to £17.82 per hour
**About You**:
- Experience of working in Customer Service
- Good administrative and ICT skills with the ability to prioritise workloads
- Excellent work ethic
- Excellent communication skills
- Self-motivated with the ability to work independently
**We wish you the best of luck in your job search**
If you would like to know how we will store and process your data, please visit gdpr-data-protection to read our GDPR Data Protection Statement.
**If you would like to know how we will store and process your data, please visit The Recruitment Groups home page to read our GDPR Data Protection Statement.
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