Training Executive

**Training Executive**

**Permanent Role -35 Hours per week**

**Based in Carlisle**

**Salary £28,849 -£31,886**

**Working Pattern Monday - Friday**

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

**The difference you’ll make**
- Training teams within the Customer Services Directorate CSC, Digital, Helpline, Housing Service Management & Income Management enhancing the skills and capabilities of our teams.
- Create and deliver training material for new starters and new initiatives within the Customer Services Directorate. Handover pack to be provided for each new team member in collaboration with the Quality Assurance Analysist (QAA).
- Identify opportunities to support & coach colleagues on how to promote & educate customers to self-service their requests where appropriate.
- Ensure robust knowledge of digital services & channels, including customer journeys and how to troubleshoot to support them within in their channel of choice.

**So, who are you?**
- Excellent written and verbal communication with the ability to work and communicate at all levels.
- Proves experience is designing and delivering multiple training material / programs.
- Experience of working within a fast paced and challenging environment
- Good technical ability and able to work with new technologies and learning management software.
- Familiar with traditional and modern training methods, tools, and techniques.

**Enjoy the rewards**

Working with us, you’ll enjoy competitive pay, 28 days holidays excluding 8 bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development, and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.
- We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work. _

**Work as part of the Training and Quality Assurance Team, the team consists of Training Executive and Quality Assurance Analyst who will ensure the provision of identifying and delivering quality training provisions creating and effective and supportive service. Responsible for identifying and delivering training across the Customer Services Directorate. Working within agreed operating hours to support Group-wide goals.
**Role Prolife**

**Training teams within the Customer Services Directorate CSC, Digital, Helpline, Housing Service Management & Income Management enhancing the skills and capabilities of our teams.**
- Create and deliver training material for new starters and new initiatives within the Customer Services Directorate. Handover pack to be provided for each new team member in collaboration with the Quality Assurance Analysist (QAA).
- Ensure robust knowledge of digital services & channels, including customer journeys and how to troubleshoot to support them within in their channel of choice.
- Identify opportunities to support & coach colleagues on how to promote & educate customers to self-service their requests where appropriate.
- Create and deliver training to colleagues so they can respond to appropriately to customers using a wide range of digital channels, demonstrating awareness of reputational impact of social media and public forums.
- Training Specialist must ensure they remain up to date in all disciplines they are responsible for.
- Work with Quality Assurance Analysist (QAA) to identify trends using internal reporting systems and feedback, building tailored training is required building and delivering the training, accordingly, using a current and new learning methodologies
- Formal training interventions including but not exclusive to e.g. induction, refreshers, upskilling and thematic e.g. complaints, safeguarding etc.
- Working collaboratively with Quality Assurance Analyst, Team Leaders & using internal data to identify training needs of Customers Services teams.
- Develop a customer focused culture across the Customer Services Directorate instilling the “Right first time & first contact resolution” culture by setting the quality principles by working with Mangers to build and review Quality Monitoring Systems
- Build relationships and work collaboratively supporting all areas to achieve their KPI’s through identifying training needs, creating training material and delivering the training.
- Maintaining training material to reflect all business changes ensuring versioned controlled and signed off by relevant business area.
- Work with department Managers to progress new employees to