Training & Procedures Specialist

6 months ago

Snodland, United Kingdom South East Water Full time

**This role is open to current SEW employees and contractors only.**

**Will you stop at nothing to deliver exceptional training and procedural support? Are you naturally a great communicator?**

**Do you have great attention to detail, excellent ideas and a creative flare? If so, then don’t miss out on this opportunity.**

As an Advisor in our Quality and Training team, you’ll do everything in your power to create & deliver excellent training and process support to all the Customer Service Directorate. You’ll know that we aim to deliver a 10/10 service and always try to get it right first time, every time, your role is to help everyone from our new recruits to our existing teams to do this by providing excellent training and support.

In this role, you’ll be there to keep current process and procedures up to date, to design and deliver new and existing training - always looking for the ways delivery can be improved. You’ll need to keep training fun and informative and be able to tailor your approach to all. You’ll be someone who has a rounded knowledge of Customer Service, has the confident to question and challenge where needed and be someone who can build strong relationships outside the Quality and Training Team.

You’ll be able to work flexibly within main office hours (8.00 - 17.30), there will be times when you’ll be required to work evenings and Saturdays to support all our teams’ trainings needs. When you work a Saturday, LIEU time will be provided during the week.

**You’ll grow a career with a meaningful purpose. Be you, belong and be valued.**

***
- Come to work to be safe, valued, and trusted.
- We’ll encourage you to create and pursue new opportunities for personal growth.
- A place to be the real you, build deeper connections and enjoy a sense of belonging.
- Be invested in helping us to create a sustainable water supply for now, and in the future.

**What will you be accountable for?**
- You’ll support and train new starters ensuring they are able to undertake the duties required of a Customer Service Advisor and deliver excellent standards of customer service, effectively and efficiently.
- You’ll develop existing staff through training programmes designed to support continuous improvement in the Customer Services Directorate and the wider business areas.
- You’ll create new and maintain training programmes and documented procedures for each process or identified topic used within Customer Services Directorate.
- Where required, you’ll assist in the review existing processes used in the Customer Services Directorate to identify and implement improvements to efficiency to ensure we resolve customer problems first time.
- You’ll monitor compliance with existing processes used in the Customer Services Directorate. To utilise C-Mex methodology and available MI mechanisms to ensure that there is continuous innovation and create improvements in the effectiveness of our contact handling.
- You’ll ensure that all work carried out complies with the regulatory and industry
- You’ll build relationships internally within the team and across the wider business areas by involving appropriate staff when documenting procedures and agreement of improvement measures.

**What do you bring to the role?**
- You’re resilient and able to work well under pressure.
- You’re passionate about delivering exceptional customer services.
- You’re able to influence and persuade others to help achieve the best outcomes.
- You’re confident using Microsoft office tools.
- You’ll bring your curiosity and creativity to find the right solutions for customers and challenge existing processes.
- You’ll have excellent verbal, written and presentation skills with great attention to detail.
- Ideally, you’d have a qualification or experience in training or coaching and can demonstrate the skill to improve individuals and the Customer Service Team.

**What can you expect from us?**
- Excellent Stakeholder pension scheme, up to 10% employer contribution
- 25 days holiday entitlement, increasing to 30 days with length of service.
- Cycle to work scheme
- Health cash plan
- Life assurance
- Wellbeing related benefits
- For those committed to a longer term career in training and development, the business does support and fund the completion of external qualifications.

**Everyone needs water, South East Water welcomes **_everyone_**

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment, and career progression with South East Water.

**What to expect from your recruitment**
- Unfortunately, we are not able to offer sponsorship for this role.
- It is necessary for you to have the legal right to work

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