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Customer Service Training Specialist
2 months ago
About the Role:
We are seeking a highly skilled and motivated Customer Service Training professional to join our team at Cover-More Group. As a key member of our Learning and Development team, you will play a critical role in identifying and addressing training needs within our Customer Service function.
Key Responsibilities:
- Support the Learning and Development Manager in identifying and addressing training needs within Customer Service
- Assist in designing and implementing training programs and conduct Quality Assurance reviews to measure call effectiveness
- Conduct immediate product training sessions for new hires
- Deliver and assess Customer Service training
- Perform weekly quality reviews and provide feedback
- Provide regular updates to stakeholders and align communication with the Brand Promise
Requirements:
- 2+ years in insurance or intermediary roles
- Excellent verbal and written communication skills
- Comprehensive knowledge and understanding of call centre practices and systems and policies and procedures within Customer Service
- Strong customer focus with a view to delivery fair outcomes for customers
- Ideal candidate will be an Accredited Product Advisor (APA) or Certified Insurance Practitioner (CIP)
- Effective problem-solving abilities to address training gaps and quality issues proactively
What We Offer:
- Opportunity to work with a global leader in travel insurance
- Hybrid work week policy with 3 days in the office and 2 days working from home
- Regular annual and personal leave benefits, including anniversary leave, volunteer leave, and comprehensive paid parental leave scheme
- Employee Assistance Programme, Fitness reimbursement scheme, and Volunteering leave
- Online learning and training opportunities, Professional membership, and Work anniversary leave
Why Choose Us:
We value optimism, caring, togetherness, reliability, and determination. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
