Customer Service Trainer

6 days ago


Cardiff, United Kingdom Cardiff Council Full time

**About The Service**
We currently have an opportunity for an enthusiastic and self motivated individual to join the Customer Services team and champion the on-going promotion of customer service throughout the authority by collaborative working with all service area partners. If you are driven by excellent customer service, have experience in a coaching/training environment, and have a can do attitude then this career opportunity could be for you.
**About the job**
The post holder will be responsible for delivering the 3 key requirements identified for the directorate as detailed below: To ensure consistency with the quality of training provided throughout the Customer Service directorate through the design and delivery of bespoke training packages that provide L&D solutions. Ongoing promotion of customer service throughout the authority by collaborative working with all service area partners. The overseeing and developing of stakeholder relationships, both internal and external, including Job Centre Plus, CAD and various technical solution providers and take line manager responsibility for the grade 6 ‘Coach’ who delivers day to day service area training.
**What We Are Looking For From You**
Take information and design learning around it in a way that is engaging and caters for different learning styles. The post holder will also need to design documentation to accompany intervention such as slides, handouts and training activities. Post holder in the main is free to choose content and method of delivery but content and delivery must comply with Welsh Language Service Standards requirements and meet legislative requirements such as PCI (Payment Card Industry) and GDPR. Adapt training needs to those of the individual and equality impact assessing all training. Post holder will frequently provide coaching/mentoring and supervision to council employees. Be responsible for coordinating the testing of new software and systems, capturing and reporting identified ‘bugs’ or anomalies during stand-up sessions in line with agile working practises. Influence the development of functionality for said packages based on expert knowledge of service delivery.
**Additional information**
Job Reference: RES00947



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