Customer Service Trainer

**Customer Service Trainer**
**Operations - Customer Support Services**
**Swindon - hybrid working options**
**Band D: £31,797 - £35,300 DOE**

Are you passionate about training and enhancing customer experiences?

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

We are seeking a dynamic Customer Service Trainer to support our front-line teams within our Customer Support department. This is an exciting new role within the business and is the perfect opportunity to shape and build our training to support the service in making customer contact easy, convenient, and transparent and to enable a high-quality service to be delivered right, first time and every time, through our ‘single front door’ and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people who empathise and respond to customers in the most effective and appropriate way.

The Customer Support Service comprises of three key teams - Contact Centre, Customer Experience and Content Management. We provide front line support for HR, Payroll, Finance, Procurement and IT queries to our customers, ensuring a timely, effective quality resolution.
As Customer Trainer you will be passionate about training and experienced in understanding the specific customer related skills required to ensure our teams deliver great customer service each and every time they interact with our customers. The role will ensure our teams are developed and equipped to deliver the levels of service required as outlined in our Customer Service Strategy, Skills Matrix and Business Plan.

Responsibilities include but are not limited to creating, planning and delivering a ‘training academy approach’ not only for new starters at induction, but also for our existing team through the lifecycle of their roles to enable them to continually grow and build the levels of skills required to mature service delivery.

To do this role well you will need:

- A proven track record in delivering training, ideally within a Customer service environment
- Previous experience of designing/developing a ‘training academy plan’ holistically for the customer service teams
- Demonstrable experience of building and delivering compelling training material
- Ability to organise, manage the logistics and deliver training, using a range of blended options, such as digital (videos, e-learning and guides), classroom-style face to face training, to teams and individuals.
- Knowledge of different learning styles and needs, training approaches, programs and systems
- Maintain updated records of all training, curricula and material
- Experience of collaborating with multiple stakeholders (including agents) to co-create bespoke, relevant training.
- Relevant training qualification CPLP, CPTM would be advantageous

**To find out more about the skills, knowledge and behaviours we’re looking for, read the detailed job description.**

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

**Things you need to know**

To be considered, you will need to successfully obtain **BPSS** **before commencing the role, obtaining clearance usually takes 5-10 working days.

**Working pattern**

In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.

**Benefits**
- A generous annual leave allowance
- Flexible working and family friendly policies
- Excellent defined benefit pension scheme
- Cycle to work scheme
- Season ticket loans
- Employment Assistance Programme
- Childcare scheme and on-site nursery (at our Swindon office)

**Find out more about the benefits of working at UKSBS.**

**Inclusion, accessibility, and adjustments**

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

**Find out more about out equality, diversity and inclusion commitment and vision.**

For additional information, to discuss reasonable adjustments, or if you’d like a confidential discussion please **contact our recruitment specialists**.