Contact Centre Trainer

2 weeks ago

Canterbury, United Kingdom Marshall Motor Group Full time

**Contact Centre Trainer**:
Job description

**Customer Experience Representative**
**Location: Contact Centres based across Loughton / Lincoln & Canterbury**

**Hours: Full-time 40 hours per week, working Monday to Friday**
**Salary: Basic salary of £25,000, plus monthly Bonus**
**Benefits: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount **for servicing and popular retailers, as well as a purchase discount scheme**

**Who we are**

Marshall Motor Group is one of the UK’s largest car dealer groups representing 23 of the world’s most popular and celebrated car, van, truck and motorbike manufacturers with 142 dealerships situated across 34 UK counties.

We are as passionate about our people as we are our customers. As part of the Constellation Automotive Group which includes webuyanycar, cinch and BCA, there are huge opportunities for you to find your place and build the career you want.

**The Role**

We are seeking a Customer Experience Representative to be based in Canterbury but also travel across our Loughton and Lincoln contact centres as and when required by the business. You will be responsible for onboarding new starters, supporting Team Leaders and processing audits/reviews.

Ensuring that all our Customer Service Representatives are trained, reviewed and continually supported is the best way to make sure that we are giving the best levels of service at all times.

There will also be a chance to earn additional bonus on top of your salary.

**What will I do?**
- Be responsible for all new starter inductions
- Provide training on systems and processes
- Utilise the Marshall onboarding program along with Contact Centre specific guided learning
- Support colleagues to ensure robust action plans are in place and are carried out
- Audit/ review customer calls to ensure the standards we set are maintained
- Provide weekly and monthly feedback with required/planned actions
- Review and monitor HR process protocols to ensure they are being maintained by the Team Leaders.

**What do I need?**
- Experience of organising a high volume, varied workload without day-to-day supervision.
- An excellent understanding of the diverse range of communications tools and an ability to deliver within tight deadlines and to a budget.
- Excellent IT skills and a willingness to continually develop knowledge and experience in new technologies.
- Creative thinking skills on new ways to inform and engage.
- Strong data analytical skills
- Experience of working with senior management teams.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

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