Customer Care Trainer

3 days ago

Colchester, United Kingdom County Broadband Ltd Full time

Are you ready for an exciting new challenge with a successful Gold Standard full fibre network provider?

**A little bit about us.**

We’re not like other broadband providers, and we really don’t want to be. We are currently on a mission to ensure rural communities across East Anglia and Essex can access future ready, hyper fast, full fibre broadband.

After securing a total of £146 million in from our investors, we need you to play a part in our ambitious future

**Why join County Broadband.**

At County Broadband we believe in giving back to our employees and empowering everyone to develop to their full potential. We believe in our values of Ambitious, Loyal and Proud

We currently offer some great benefits, that are continuously being reviewed
- 22 Days holiday, plus bank holidays. Increasing with service
- Company bones scheme
- Access to 100’s of discounts via Perkbox
- Access to Perkbox Medical
- Eye Care Vouchers
- Company events
- Company Pension
- Sick Pay

**About our exciting opportunity**

Our Customer Care team are looking for a experienced Customer Care Trainer to join our growing and exciting team. Duties will include but not limited to;
- Provide quality coaching and support, by ensuring staff remain engaging, friendly, and confident
- Deliver coaching programmes to support a consistent and high level of customer care across the support teams in line with Company processes.
- Carry out and record observations and feedback to colleagues to support a consistent and high level of customer care in an effective and efficient manner across the support teams
- Coach and develop scripts and guides to support standardisation of support across the support teams through all channels
- Analyse skills and knowledge gaps to identify operational improvements.
- Support Personal Development Plans with Department Heads and Supervisors to provide training to support individual and business goals
- Prepare reports and manage data in relation to program performance and best practise
- Other such reasonable duties within the general scope of the job title, at the Customer Quality Assurance Managers discretion.

**Your skills and experience**
- A minimum of 2 years Customer Service Experience within a contact centre environment
- Minimum 1 year in a coaching or Quality assurance role
- IT literate
- Strong communication skills both verbally and written
- Ability to build good relationships internally

**Job Types**: Full-time, Permanent

**Salary**: Up to £24,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Contact centre: 2 years (required)
- Supervising: 1 year (required)

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