Customer Service Trainer

2 weeks ago

London, Greater London, United Kingdom Priory Group Full time
About the Role

We are seeking a highly skilled Customer Service Trainer to join our team at Priory Group. As a key member of our service development team, you will play a crucial role in enhancing the soft skills, product knowledge, and problem-solving abilities of our colleagues.

Key Responsibilities
  • Deliver virtual and face-to-face training sessions to administrators and therapists to equip them with the necessary skills to deliver exceptional customer experiences.
  • Conduct effective Training Needs Analysis (TNA) to identify areas for improvement.
  • Listen to and score calls to ensure a consistent customer journey is being provided in line with business requirements.
  • Work with a range of stakeholders to improve Priory's private patient enquiry experience.
Requirements
  • A minimum of 1 year's experience in a training role with proven customer service skills.
  • Previous experience of delivering feedback and coaching with an in-depth knowledge of coaching techniques.
  • Training qualifications - Minimum level 3 or equivalent (e.g. PTTLS/AET); Coaching qualification (desirable).
What We Offer
  • Car Allowance
  • 25 days Annual Leave + Bank Holidays + additional day's leave for your Birthday
  • Annual leave entitlement increase based on length of service: 27 days after 5 years' service and 30 days after 10 years' service
  • Length of service recognition awards
  • Employee Assistance Programme
  • Competitive Pension Scheme
  • Initial Disclosure Check Cost covered, if applicable to role
  • 'My Possible Self' App and health-related benefits
  • Online discounts and cashback rewards
  • Technology scheme (qualifying period)
  • Cycle to work scheme (qualifying period)
  • 'Cash for Colleagues' – Employee referral scheme
  • Career Pathways Programme – for development and further qualifications
About Priory Group

Priory Group is an innovative and rapidly growing organisation that is helping to redefine the health, social care and education landscape across the UK. We are committed to providing high-quality services that make a positive difference to people's lives.

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