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Customer Service Development Specialist

1 month ago

High Wycombe, Buckinghamshire, United Kingdom Paradigm Housing Full time

About the Role:

A newly created position at Paradigm Housing, this role is designed to equip our Customer Service Advisors with the skills and knowledge needed to excel in their roles.

This is a hands-on position where you will utilize your training design and delivery experience to work on and enhance content, focusing on learning and development for our CSA's.

Reporting to the Talent Development Business Partner, you will have access to specialist knowledge and be part of the Customer Services team.

In conjunction with the Learning team, your remit will be to ensure that all members of the customer service team have the skills and knowledge to deliver an exceptional customer experience.

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.