Client Experience Trainer
2 weeks ago
**Client Experience Trainer**:
**DEPARTMENT**:Client Experience** (Operations)**
**JOB BAND**:4**
**REPORTS TO**:Client Experience Manager**
**DIRECT REPORTS**:None**
**BUDGET RESPONSIBILITY**:None***
**LOCATION**:Landmark / The Space / Nationwide**
**SUMMARY***
Landmarks purpose is to make every working day matter and deliver the best client experience.
Working with all areas of the business the key responsibilities of this role will include the organisation of training and delivery of the skills required to deliver on our client experience strategy to all our buildings / teams spread throughout the UK.
The role will be responsible for ensuring that Landmark and The Space delivers a client first mandate, and that processes are fully trained at all levels to ensure that the client experience initiatives are delivered by our colleagues across our buildings and in our support services.
**KEY ACCOUNTABILITIES**
- Design and implement the required hard and soft skill training required by our building teams to ensure optimal client experience including service, process, technology, systems, finance amongst others.
- Produce and update learning tools including face-to-face, digital, and blended learning options (workshops, webinars, HOW2 guides, refreshers, 1:1 training, feedback, and coaching).
- React to evolving trends in feedback from colleagues and clients on what is required from the training being implemented.
- Support recruitment and induction of new colleagues including interviews, assessment centres, company induction days and new starter training plans.
- Support area and cluster managers with talent and succession planning, identifying training needs based on the skills matrix and coaching individuals or teams.
- Support the client experience manager with projects impacting the skills and expertise of our building teams (including new process implementation).
- Monitor the activities of centre teams to ensure their interaction with clients reflect positively on the company and deliver the highest standards of client experience.
**SKILLS AND EXPERIENCE**
**_ Essential_**
- A strong, clear communicator with people at all levels and backgrounds.
- An understanding of current issues and best practice relating to client experience and team training
- Developed and delivered CX training programmes
- Familiar with the serviced office industry and experience in client facing roles within the industry.
- Have experience of coaching a team and delivering feedback in a constructive and positive manner leading to enhanced performance.
- Strong collaboration skills and experience building relationships and networks across a multisite business.
- Ability to use initiative, balance priorities and work with mínimal supervision.
- Demonstrate and be a role model for the values of the business in everything you do with particular emphasis on authenticity and integrity.
**Well give you**
- A competitive salary and support for your social and mental wellbeing
- 5% bonus
- Opportunities to develop and progress internally
- Enhanced annual leave allowances (starting at 25 days and rising to 28 days)
- Enhanced occupational, maternity, paternity, adoption and sick pay
- Company pension
- Life assurance x 2
- A paid day off for your birthday
- 2 paid days of charity volunteering a year
- Eyecare vouchers
- 24-hour access to an Employee Assistance programme
- Health Cash Plan
- Access to our flexible benefits portal
- Colleague of the Month Scheme
- Length of Service Recognition Scheme
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