Customer Excellence Trainer

3 weeks ago

Wallsend, United Kingdom Newcastle Building Society Full time

**About the Role**

Are you motivated by supporting colleagues to progress and learn new skills? Do you have experience of designing and delivering training to others? Would you like to be a key part of transformational change that makes a big impact? Then this is the career you have been looking for A fantastic opportunity has arisen within our Customer Service Centre to be part of the Service Academy team to design and deliver a new training and development programme for our colleagues. The training will ensure new colleagues have the technical knowledge for the role and equip them with the skills to deliver the best customer experience throughout our customer lifecycle.

This role will report to the Service Academy Manager, who will lead this exciting new project and support you in the design and development of the new on-boarding programme. The key focus of this role will be to design a blended training programme, consisting of face to face, digital and self-directed content. You will play a key role in delivering and evaluating a pilot of the new training.

Key elements of the role include the full training cycle:

- Review the training project framework and provide feedback
- Design each phase of the training programme
- Liaise with key stakeholders throughout
- Work to key milestones
- Work with members of the team to scope and agree success measures
- Assist in a training session for the Service Academy Team
- Co-deliver the pilot training
- Fully evaluate the programme and report on outcomes
- Make recommendations for continuous improvement

Following successful implementation of this initial project (which is estimated to last 9 months), the role will continuously work with operations to identify new training and development needs. The role will be responsible for designing, delivering and evaluating training.

**About You**
- Strong commitment to improving the performance of individuals
- Excellent communication skills-verbal, written and presentation
- Passion for achieving results through others
- Excellent organisational skills
- Experience of designing, delivering and evaluating training for other colleagues

This role is offered on a hybrid working basis (part in the office and part working from home). There is a requirement to deliver some training in the office and attend meetings. On days when this is not required, there is the opportunity to work from home to deliver virtual aspects of the training and to work on projects.

**About Us**

Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.

**What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes**:

- **A 35-hour weekly contract**:

- **25 days holiday each year plus bank holidays (rising to 30 days with length of service)**:

- **Bonus scheme**:

- **Pension scheme**:

- **Life assurance and income protection**:

- **Access to a range of wellbeing benefits**:

- **Cycle to Work scheme**:

- **Above statutory family leave entitlement**:

- **The option to buy extra holidays**:

- **Two paid volunteering days each year**:

- **A broad range of learning and development opportunities**:

- **Hybrid and remote working**

**We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.**

**Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.**

**Job Types**: Full-time, Permanent

**Salary**: £24,262.00-£30,878.00 per year

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Wallsend, NE28 9EJ: reliably commute or plan to relocate before starting work (required)

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