Customer Service Trainer

3 months ago

Doncaster, United Kingdom Bosch Group Full time

**Company Description**
Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the change to improve quality of life all across the globe. Welcome to Bosch

Key Duties and Responsibilities:

- Development and delivery of apprenticeship curriculum and content using blended methodologies to meet the requirements of various specialist areas.
- Maintain all training resources and identify any additional requirements
- Maintain excellent training centre standards and housekeeping
- Plan and conduct remote and training centre delivery sessions in line with delivery calendar, including all preparatory activity and resource management
- Accurately monitor, track, document and communicate apprentice progress to all stakeholders as required
- Support apprentice OTJT training opportunities with accurate information advice and guidance
- Make prompt interventions, and develop solutions with apprentices where apprentice progress does not meet targets
- Actively contribute during apprentice “at-risk” meetings with team and colleagues to coordinate early successful interventions and address identified issues
- Ensure that the wellbeing and safeguarding of every apprentice is considered, maintained, documented and escalated if required.
- Manage individual apprentice welfare & progress for a cohort of learners
- Accurately monitor, track, document and communicate apprentice progress to all stakeholders
- Maximise apprentice OTJT training opportunities with employers
- Make prompt interventions, and develop solutions with apprentices and employers where apprentice progress does not meet targets
- Conduct effective and timely welfare, H&S and apprentice reviews, both electronically and in the field
- Through employer engagement, assist the apprentice recruitment drive in order to create and fill vacancies
- Undertake sign-ups and induction of new apprentice and employers
- Provide information, advice, support, guidance and training as required to apprentices and employers, enabling the timely development of the apprentice’s knowledge, skills and behaviours
- Facilitate / conduct the delivery of Bosch gateway assessments and End Point Assessments.
- Prioritise and manage your own time to meet business objectives.
- Monitor and ensure progression of your own Continual Professional Development
- Positively contribute to the internal quality assurance of the Apprenticeship Programme and the wider business
- Establish and maintain effective and motivational relationships with all stakeholders
- Share knowledge and develop best practice with all stakeholders
- Drive and maintain the high levels of personal performance to support and motivate apprentice development of knowledge, skills and behaviours in line with progress targets and programme quality metrics
- Provide information, advice, support, guidance and training to apprentices and employers
- Manage apprentice conduct and behaviours during their residential training
- Work closely with our residential accommodation partners and conduct hotel visits and attend welcome meetings
- Escalate issues only when appropriate effort and due diligence has failed to resolve potential issues
- Adherence to regulatory and Bosch requirements whilst upholding the highest levels of customer satisfaction
- Evaluate your own personal effectiveness against programme KPI’s such as observations of teaching and learning grading and apprentice assessment success rates
- Embed life skills, functional skills, personal behaviours and technical knowledge with every apprentice interaction
- In conjunction with the other functional teams, managers and leaders:

- Ensure programme quality assurance meets all regulatory requirements including OFSTED inspections and ESFA funding rules
- Maximise apprentice outcomes
- Innovate, develop ideas & procedures to continually improve and deliver excellence
- develop programme documentation and training material in support of employer engagement
- Ensure availability of centre resources
- Conduct successful apprentice assessments including EPA’s.
- Maintain & develop close working relationships to work towards common goals
- Ensure personal compliance in regard to Bosch central directives

**Qualifications**
The job holder will:

- Possess proven organisational, planning, communication and coaching skills
- Take responsibility and ownership for management of day to day personal effectiveness
- Demonstrate good understanding of apprenticeship regulatory requirements and the EIF
- Demonstrate good understanding of curriculum intent, design, implementation and impact
- Act fairly and assertively when dealing with issue resolution with both internal and external customers
- Use balanced judgement and informed decision making in the delivery of duties
- Be adept in developing and maintaining good working relation

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