Customer Operations Training Coordinator

4 weeks ago

Enfield, United Kingdom Enfield Council Full time

Customer Operations Training Coordinator

Grade SO2

Salary £35,217 - £37,038

Permanent

Hours: 36 Hours per Week (in the right circumstances may consider a job share)

We are offering an exciting opportunity to work as a Customer Operations Training Coordinator in our contact centre. The purpose of this role is to develop and deliver training and coaching programmes and interventions that will assist the Customer Operations staff in achieving high quality and performance standards in terms of knowledge, professionalism and achieving KPIs.

You will be responsible for supporting the management team in delivering a high-quality learning and workforce development strategy which enriches officers’ knowledge and addresses agents’ skill gaps.

Your focus will be on designing, developing and delivering appropriate learning plans that anticipate and respond to organisational changes. A key part of the role is to support the management team in delivering a high-quality service.

You will be empowered to interact collaboratively with colleagues across the organisation to assist in resolving customer issues.

You will need to demonstrate the following essential and desirable qualities.

**Criteria for selection**

**Essential**
- Background in contact centre and/or customer services training delivery
- Sound professional background in Local Government,
- Advanced communication skills (written, oral and presentation)
- Effective facilitation skills - the ability to facilitate in training session as well as during discussion with managers
- Interpersonal skills - the ability to interact with people at all levels within the authority
- Consultative skills - able to use training to change and organise organisational development
- Competent negotiator, always able to see the win/win situation
- Strong IT skills

**Desirable**
- Training Qualification/CIPD
- Working within training role in a large organisation
- Sound knowledge of local government governance

Additionally, you must be a team player but must also be able to work independently, as your work will be to support the head of service, Quality & Performance Manager, operations managers and team managers in daily operational matters. You must be a confident speaker with the ability to represent the service at relevant forums from time to time.

We are looking for

We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working.

**Why it's great to work for Enfield Council**:

- An excellent pension through the **Local Government Pension Scheme** (LGPS).
- Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
- A blend of remote and office based working for most roles.
- Interest free season ticket loan repayable over three or ten months.
- Career development and learning experiences from a range of training courses and learning methods.
- Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
- Health and leisure discounts and tax-free bikes for work.
- 1 month paid sabbatical for Children’s Social Workers

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