Hyundai Trainer and Performance Coach

3 weeks ago


Walsall, United Kingdom RAC Full time

**About The Role**:
We have an exciting opportunity for a **Trainer and Performance Coach** to join the Hyundai Customer Contact Centre Team, **Full Time, Permanent Basis.**

**Shifts working 35 hrs per week, between Mon
- Fri 08:30-18:00 Rotation Saturdays 09:00-16:00 with lieu day provided**

This role will be **reporting to the Hyundai Customer Services Operations Manager.**

**What you will be doing**:

- Establishing a clear training plan for new and existing colleagues, encompassing multi-channel environment and the differences across each channel
- Updating the department central training and development records for all colleagues
- Developing and document processes to ensure they are updated and aligned with HMUK changes or improvements
- Managing, motivate and support staff by providing regular feedback on performance, providing coaching and development plans, to enable staff to achieve the quality and performance targets required.
- Identifying training and development needs and determine effective solutions, and monitor them for effectiveness
- Writing and deliver best practice sessions, and product/sales training to the team. All training material to be aligned to Hyundai Brand
- Submitting and manage relationship with BPA (external quality company) for calls and written submission and share the results with the team.
- Working with the Team Managers to highlight any performance issues that may need addressing, and capture their needs for individual colleague training and coaching

**To be the best, we want the best. Hyundai are looking for people that possess**:

- Experience of leading and supporting a team in a customer-facing environment would be advantageous
- Proven ability to lead, coach and motivate a team
- Knowledge of current coaching methods for customer communications
- PC Literate
- Ability to deal with challenging customers to reach positive outcomes

**For further details, please download Job Profile.



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