Customer Services Trainer

1 month ago

isle of man, United Kingdom Canada Life Group (UK) Ltd (The) Full time
Application closing date: 19th November 2024
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
Job Purpose
  • The Customer Services Trainer is responsible for developing, implementing, and conducting training programmes for customer service representatives. The role involves ensuring that all customer service staff are equipped with the necessary skills and knowledge (technical, systems, soft skills, product and roles of other teams) 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.
  • The trainer will be responsible for onboarding all new joiners and working with them until they are competent call/ email handlers
What You'll Do
  • To manage training and onboarding for customer service team across single/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 programmes 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 programmes through assessments, feedback, and performance metrics.
  • Make necessary adjustments to training programmes based on evaluation results to improve outcomes.
  • To put the customer at the heart of everything we do. Ensures that that the legislative and Company standards are all met within stated timescales by all in their team.
  • Building collaborative partnerships with other teams & the business line working towards overall company strategy.
  • To 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 and enable Customer Service to be consistent across representatives
Who You Are
  • 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 design.
Benefits of working at Canada Life
We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.
How we work at Canada Life
Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.
We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.
Diversity and inclusion
Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.
"At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK
We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.

JBRP1_UKTJ

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