Customer Service Trainer

2 weeks ago

Knowsley Industrial Park, United Kingdom QVC UK Full time

Here at our Knowsley site, we are looking for a passionate and engaging Customer Service Trainer. Reporting to the Quality & Training Manager, this role is accountable for identifying, design,delivery, and evaluation of various Training solutions to supportoperational demands and needs.

There’s a lot to get excited about as you will not only shape the new starter experience for our Contact Centre function but also create engaging and interactive training content for our existing team members

Partnering with Functional & Technical Development & Leadership Development teams in order to effectively implement solutions.

Your responsibilities will include:

- Conduct technical/functional training for all employees joining our contact centre
- Design and produce job aids and training tools to simplify the training process.? Develops and/or modifies curricula to meet the needs of each group within established expectations/guidelines
- Work with the Quality & Training Manager where available to develop and implement site seasonal training plan
- Deliver and assess Job Specific training and technical systems training
- Perform all administrative duties for training including preparation and printing of materials, collecting course evaluation data and updating the various tracking reports and filing of training documentation
- Maintain course evaluation and attendance records
- Monitor New Starter progress and Development and provide timely and effective performance consulting
- Maintain records of performance and progress feedback discussions
- In partnership with Leadership Development Team design and deliver bespoke Leadership Programs
- Provide guidance necessary to achieve the designated goals of the program
- In partnership with the Learning and Development team, design and deliver leadership training for the Training Assistants and other training support.

To be successful in this role you will:

- Demonstrate the ability to work effectively with people at all levels and model our guiding Principles.
- Display the ability to manage classroom needs.
- Experience of creating training and delivering content, both for a classroom-based environment and eLearning role out inclusive of interactive remote training.
- Establish credibility with clients and learners.
- Have strong communication, organizational and time management skills.
- Have working knowledge of Microsoft Office and Teams.
- Have previous experience in consulting with leaders regarding performance/quality gaps and developing solutions.
- Be familiar with training techniques utilized for adult education.
- Demonstrate the ability to read and assess people and tailor messages to an audience
- Have Leadership skills

This is a full-time role, working 37.5 hours per week, any five days out of the seven. Availability is required between the hours of 08:00am through to 23:00.

**Benefits**
- 23 days holiday plus bank holiday
- Medical insurance, Life assurance, Pension
- Season ticket loan
- Subsidised canteen
- Cycle to work scheme
- Staff discount of 20% and access to the staff shop featuring further discounted goods
- Retail discount (myQVC Rewards)

At QVC we know what we’re doing, our customers trust us and we get closer to them than other retailers. We understand them, we look after them.

We see it like this, you spend a third of your life in work, so **Work Happy* Live better

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