Customer Service Trainer
7 months ago
**Farrow and Ball - Customer Service Trainer, Wimborne, 37.5hrs**
We are currently looking for a highly motivated and experienced trainer to join us as a key member of our Customer service team. This position is being offered on a full-time, permanent basis, working Monday-Friday between the hours of 8am - 6pm. There is flexibility working with this role to work on a hybrid basis across the office and at home.
Farrow & Ball is a luxury British lifestyle brand that prides itself in creating richly pigmented paint and handcrafted wallpaper, using print methods dating back 300 years and the finest quality ingredients.
The unique Farrow & Ball look transforms modern and traditional homes, large and small, inside and out. Established in Dorset in 1946, we have grown over the last 75 years and now proudly have 60 showrooms worldwide with a global network of stockists.
The key to our success is our passionate craftsmen, showroom teams and support functions who ensure that our customers have a positive, engaging experience at every stage of their journey with us.
As the departmental trainer you will be required to take full ownership of our teams training requirements, along with building and delivering training for all new and existing team members, working closely with our Learning & Development team.
**What we expect from you as a Customer Service Trainer.**
Key Responsibilities:
- Deliver sales training using a sales through service ethos
- Update and maintain the Customer Service training plan using “Click Up”
- Become a user expert in “Click learn” within our in house platform and use in training sessions
- Work with departmental managers to provide and coordinate induction training for new starters
- Communicating with management and teams to identify training needs based on quality checks, trends, and team member feedback
- Gather feedback from trainees after each session to log feedback and drive improvements
- Organise training sessions with other departments and experts.
- Maintain the Customer Service Knowledge Base
- Gather feedback on preferred training methods and research different ways to provide training to suit all
- Create print outs and materials to be used in training sessions
- Work within Customer Service, using data available e.g. non-value and wider business to gather examples to use in training sessions
- Record training sessions and keep a log of training that has been complete.
- Provide monthly report against agreed KPIs/measures
- Ensure change control is maintained for processes, procedures, knowledge base and training materials, so previous versions available but only latest version utilised
- Review training plan with Managers quarterly to ensure it is representative of the live environment.
Key Experience:
- Experience in developing training materials.
- Solution orientated
- Great communication, facilitation, presenting and problem-solving skills.
- Ability to adapt communication and training style depending on the trainees needs.
- Patience and organisational skills.
- Drive, enthusiasm and proactive, “can do” attitude.
- Sound ability to prioritise workload.
- One team mind set
- Friendly, articulate, and professional.
- Able to feedback constructively and objectively and take feedback in the same manner
- Experience of knowledge base content / maintenance
- Ability to use click up and click learn advatageous
- Lead by example by ‘living’ the organisations values every day and demonstrating high levels of motivation.
**What you can expect from us**
- 24 days’ annual leave (increasing with length of service) plus bank holidays
- Annual salary reviews, based on individual performance
- Enhanced Maternity and Paternity pay
- Generous staff discount on F&B products
- Access to Perkbox, our retail discounts platform
- Employee Assistance Programme with 24/7 support
- Health Cash Plan
- Company Sick Pay
- Group Pension Scheme, matched by F&B
- Life Assurance
- Refer a Friend scheme
- Cycle to Work scheme
- Season Ticket Loans for travel
**At Farrow & Ball we are committed to encouraging equality, diversity and inclusion among our people, with an aim to be truly representative of all sections of society and our customers. Applicants will be considered for employment based only on skills/experience and never based off of race, age, disability, religion, sexual orientation, gender identity or family status, including pregnancy.
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