Trainer

**Contract: 3 month fixed term contract**

**Salary: £30-32,000 per annum (pro rata)**

**Location: Milton Keynes**

Return on Investment (ROI) is a market-leading business, providing the biggest names in the automotive sector with pioneering sales, customer service, tech and marketing solutions. We are fortunate to work with major, global brands including BMW, JLR, Volvo, Kia and Volkswagen and our clients trust us to solve their biggest challenges with expertise, skills and knowledge. Our success is driven by two things, an absolute focus on delivering excellence to our clients and our desire to be a company that people love to work for.

Providing exceptional customer service is at the heart of everything we do and we are now looking for a Customer Service Trainer who can support learning and development for our Team Managers and Advisors. This important role is an ideal opportunity for an experienced trainer to make a real impact, creating, maintaining and delivering training for Customer Service to address identified skills gaps to support new and existing employees with adopting best practice, to improve their motivation and performance, therefore enabling projects to meet KPIs/ SLAs and quality standards.

**What will you do?**
- Engage with operational leadership and Quality (QA) team stakeholders to understand business training requirements.
- Provide coaching for our Team Managers and Assistant Team Managers, supporting them to improve advisor Quality performance and creating a culture of ownership where Team Managers deliver effective development for their teams.
- Providing regular one-to-one coaching and feedback to improve our induction training.
- Ensure agreed actions from training, coaching, calibrations and personal development plans are actioned within agreed timeframes and to the required standard.
- Review existing induction training materials and approach to identify opportunities for improvement.
- Identify individual and team skills/knowledge gaps.
- Create and deliver a training program to support advisor development from induction to expert/senior level.
- Maintain updated training records in the appropriate system.
- Work alongside the operational leadership team to ensure training materials are kept up to date with operational/client changes to systems, policies, and procedures.
- Create proposals to improve Advisor, Assistant Team Manager and Team Manager training.
- Provide trend data to the operational leadership team relating to training attendance, completion, and implementation of learning.
- Manage training creation, maintenance, and delivery within the agreed budget.

**What are we looking for?**
- An in-depth knowledge of contact centre practices, regulations, quality assessment, and best practice in system and skills training, coaching, and advisor development.
- Excellent understanding of Learning Management Software (LMS) and a familiarity with interactive learning activities and individual learning styles.
- With a strong background in teaching, coaching and mentoring, you will be confident in sharing your views and opinions with groups of people, as well as producing compelling written proposals and presentations
- Good communication, interpersonal, and conflict resolution skills.
- Excellent knowledge of Microsoft Office, particularly Excel and Word
- The ability to provide leadership in a fast-paced work environment.
- Excellent listening, analytical and coaching skills to identify areas for improvement and inspire the best from a team in a friendly, approachable manner.
- Previous experience gained within an Automotive fleet/non-fleet environment (desirable)
- Conversant with Siebel, Amazon Connect or similar contact centre and CRM systems (desirable)
- Demonstrate tenacity and resilience in ensuring delivery of quality standards.

**Why you should work for ROI**:
Our people are at the centre of what we do. By joining ROI you will be joining a business that prides itself on offering excellent opportunities for training and development, with market leading benefits to ensure that ROI is genuinely a company our people want to work for. You will be:

- Working with a well-established client
- Given exciting opportunities for career progression and enrichment - there are many avenues to develop within the business, 80% of our current managers started their journey with ROI in a more junior role
- 22 days holiday (Plus bank holidays) with 3 flexi-days after one year’s service and further increases after three, seven and ten years
- Access to healthcare schemes
- A day off on your birthday and a voucher to treat yourself to something nice
- Offering hybrid working to allow a mixture of home/office working