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Training and Quality Support Co-ordinator

2 months ago

Leicester, United Kingdom Bellrock Property and Facilities Management Full time

**Training and Quality Support Co-ordinator**

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems, but with peace of mind, and we unlock that by being technology-led but people-driven. When you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business and we’re all about helping them to shine.

The purpose of this role is to support the training programme for the Costa remobilisation. The role is a great opportunity for an individual to acquire new skills/ experience which will benefit their career development.

***How will you be the change?**

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in - every role plays a part in driving us further and everyone can be the change. That’s how we deliver value for our customers, and building systems that lead the way.

And as a Training and Quality Support Co-ordinator with Bellrock you’ll do it by
- Working with all managers to determine/deliver the quality/training standards required for each client.
- Providing feedback to all managers of all calls monitored. You will contribute to a monthly feedback session with managers. Providing quality ratings; identifying training needs; developing coaching programs; conducting training as requested.
- Delivering all quality/training initiatives for all new client mobilisations as directed by the department manager.
- Maintaining professional and technical knowledge of Concerto and all client facing systems. Participating in all training given.
- Contributing to the team effort of achieving all the clients SLA’s when required.
- When required will take client calls and floor walk the service centre.
- Will work with all managers when delivering training to new and existing agents.
- Document all internal audits required and other quality assurance activities.
- Investigate customer complaints and non-conformance issues and report back with root cause analysis for the business.
- Collect and compile statistical quality/training data when required.
- Analyse quality and training data to identify areas for improvement for clients.
- Develop, recommend, and monitor corrective and preventative actions.
- Prepare reports to communicate outcomes of quality/training activities.
- Identify training needs to senior management and deliver and organize training interventions to meet quality standards if required.

**What does it take?**

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Training and Quality Support Co-ordinator, you’ll need
- IT literacy
- Technology skills
- Decision making skills
- Problem solving skills
- Excellent proficiency and navigation skills around a PC, excellent keyboard skills, excellent written communication skills
- Excellent verbal Communication
- Listening, Data Entry Skills
- People Skills
- Customer Focused, Customer Service skills
- Attention to Detail, Professionalism
- Multi-tasking abilities, Consistency, Flexibility. Reliability.

**Working arrangements**

**What can we offer you?**

Upon joining Bellrock, you can expect a comprehensive benefits package including:
25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)

Life cover

LifeWorks employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work and Techscheme

Holiday purchase scheme of additional 5 days per year

Committed to paying real living wage

Offers and discount scheme designed to save money on everyday shopping and essentials.

**Helping you to shine**

We’ve always encouraged new and different perspectives, that also means making ours a workplace that encourages diverse and unique voices, where everyone feels welcome, included and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working and support for your wellbeing, as well as benefits that can make a difference to your life.

**Ready to start shining?**

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. You can go far in your career with us behind you and our business will grow, too. So, if you’re ready to start your career journey with Bellrock we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.