Customer Services Trainer Professional

6 days ago


Isle of Man, United Kingdom Canada Life Group (UK) Ltd (The) Full time
Job Purpose

The Customer Services Trainer is responsible for developing, implementing, and conducting training programs for customer service representatives. The role involves ensuring that all customer service staff are equipped with the necessary skills and knowledge to provide exceptional service to customers. The trainer will also be responsible for assessing training needs, evaluating training effectiveness, and continuously improving training materials and methods.

Key Responsibilities

Manage training and onboarding for customer service teams across multiple product lines as required, ensuring service level targets are fully understood and met, quality standards are maintained, and costs are appropriate. Design and develop comprehensive training programs tailored to the needs of customer service representatives. Ensure training content is up-to-date, relevant, and aligned with company standards and objectives. Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics. Make necessary adjustments to training programs based on evaluation results to improve outcomes. Put the customer at the heart of everything we do, ensuring that legislative and company standards are met within stated timescales by all in their team. Build collaborative partnerships with other teams and the business line working towards overall company strategy. Ensure training on compliance with company policies, regulatory, professional, and legal requirements. Provide continuous support and coaching to customer service representatives to reinforce training and address ongoing development needs, enabling customer service to be consistent across representatives.

Requirements

Experience: Minimum of 3 years of experience in customer service, with at least 1 year in a training or coaching role. Skills: Excellent communication and presentation skills. Strong organisational and time management abilities. Proficiency in using training software and e-learning platforms. Ability to create engaging and effective training materials. Strong analytical skills to assess training needs and evaluate effectiveness. Patience, empathy, and a positive attitude.

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