Training Specialist

**Careers that Change Lives**

The Training Specialist is responsible for delivering inductions and ongoing training for the Watford Hub WeCare teams, ensuring all training is timely and comprehensive.

It’s expected that good collaboration will be established with the local Team Leaders to ensure plans and standards across all languages are consistently developed and delivered. The Hub Trainer will also participate in cross EMEA Training & Quality meetings, in the absence of the TQM to ensure quality is being assessed to the standards defined for service excellence and customer experience, and that key learnings on customer needs and best practice are shared at regional level.

The role will be based in Watford and report to the Training and Quality Manager (TQM). You will work with their TQM to agree training objectives and plans.

There may be a need to travel to other EMEA hubs for training and to provide training support where it is needed to fulfil training requirements (where English language training).

Are you passionate, dedicated and motivated to work in a global leader in medical technology? Medtronic therapies improve the lives of two people every second.

**A Day in the Life**
- With direction from the TQM design and deliver training plans and materials for existing and new staff in Product Support as follows:

- To manage Cornerstone to ensure all training is assigned and completed
- To deliver induction and ongoing training to staff: covering product, contact handling and administrative processes/procedures, system usage and service quality training
- To be a systems specialist for the Hub and Train the Trainer for CRM and SAP systems, working with the Optimise team (as appropriate) to align system processes and procedures both locally and across EMEA.
- To participate in side by side coaching for agents where support is needed based on KPIs or Team Lead feedback
- To support Quality Assurance in the Hub, by call monitoring
- To support the mapping, maintenance & optimization of current processes for the WeCare Team to ensure best practices.
- To reply to queries raised on “Support Space”, when not training supporting all team members in dealing with immediate customer, system and process issues, or question arising

**Must Haves**
- Experience of planning and delivering training in a comparable customer support function, covering contact handling procedures, product, and system usage
- Experience in setting up and carrying out effective quality monitoring and reporting processes in a contact centre or helpline environment
- Proven effectiveness in planning, coordinating with and reporting activities to Operations Head
- Able to demonstrate impact and success achieved as a trainer in measurably improving performance and compliance to target operating and/or service standards
- Proven communication, listening and motivational skills - must be an effective coach at the frontline advisor level
- Flexible, prepared in the short-term to take on occasional travel to other EMEA hubs to deliver point training in English language where needed

**Nice to Haves**
- Experience of providing training in a customer support or helpline function within a medical equipment/services or high-tech business
- Experience in extracting key learnings from training and quality work, turning them into recommendations on best practice, and communicating up to central or regional management
- A recognized, relevant professional training qualification, certification or accreditation
- TTT qualifications in CRM and SAP systems

**We Offer**

We offer a competitive salary and benefits package to all our employees:

- Flexible working environment
- Annual Incentive Plan % depending on company results
- Pension scheme and group discount on healthcare insurance
- Training possibilities via Cornerstone/Harvard Manage Monitor/Skills Lab
- Employee Assistance Program and Recognize (our global recognition program)

**About Medtronic**
Bold thinking. Bolder actions. We are Medtronic.

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are **engineering the extraordinary.**

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