Customer Service Training Specialist

4 weeks ago

High Wycombe, Buckinghamshire, United Kingdom Paradigm Housing Full time
About the Role

A newly designated role specifically created to equip our amazing Customer Service Advisors (CSAs) with the skills and knowledge they need to perform at their best.

Key Responsibilities
  • Design and deliver training programs to enhance the skills and knowledge of CSAs.
  • Work closely with the Learning team to ensure that all members of the customer service team have the skills and knowledge to deliver an exceptional customer experience.
  • Evaluate and measure the effectiveness of induction, learning, and coaching, driving improvements to employee, colleague, and customer experience.
  • Support the development and continuous improvement of the contact centre to deliver exceptional experience to customers.
About You

We are seeking someone truly passionate about customer service and the training of others; someone who understands customers and can empathise whilst understanding the importance of signposting and resolution within a contact centre environment.

Our ideal candidate has the following:

  • Previous experience in designing and delivering learning.
  • Experience of face-to-face, virtual, and digital learning design.
  • Demonstrable experience of learning evaluation utilising the Kirkpatrick model (or similar) to calculate return on investment at various levels.
  • Strong attention to detail and organisational skills, with the ability to manage multiple tasks/projects simultaneously.
  • Ability to work in a fast-paced environment.
  • Excellent verbal and written communication skills, adapting your style to a wide variety of situations and people.
  • Strong presentation and facilitation skills.
  • Have strong negotiation and influencing skills to get the required outcomes of the role.
  • Proficient in the use of IT systems including all Microsoft Office applications.
What We Offer

We have a comprehensive range of benefits which you can read about on our careers site, in the meantime, here's a sample:

  • 25 days holiday as standard to start (30 days for 'Head of' & above roles) plus three days between Christmas and New year.
  • Pension scheme: a defined contribution scheme with employer contributions of 7.5% or 9.5% depending on the employee's contribution rate.
  • Health cash plan – worth over £1, per year. Includes dental, optical, prescriptions, flu jabs, and much more.
  • Paid Giving Back Days (volunteering).
  • Modern collaborative offices, with free parking and charging points for electric vehicles.

We welcome applications from all sections of the communities we work in with candidate shortlisting being conducted in line with the essential and desirable criteria set out in the person specification and any mandatory questions that may be applicable.

We review applications as received and may invite candidates to interview at any time, therefore we reserve the right to close this role earlier than the published date should a suitable candidate be identified.

We are proud to be a Disability Confident Committed employer and welcome requests for reasonable adjustments at any stage of our recruitment processes.

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