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Customer Experience Training
3 months ago
Era part of Tyman UK & Ireland are seeking a proactive and dynamic Customer Experience Training & Development Manager, to develop and implement customer experience strategies that align with the company’s overall goals. Ensuring that all customer communication channels are optimised and functioning, whilst playing a pivotal role in driving streamlined processes with effective customer engagement.
MAIN TASKS & REPSONSIBILITIES
Framework creation.
- In conjunction with required stakeholders, scope, define and create 3 development frameworks based on competencies, systems, processes and product knowledge. Each framework should identify desired behaviours to be displayed at varying levels of performance.
- Benchmark all customer service advisors, internal sales, smart CS & resolutions against developed frameworks.
Benchmarking performance & KPI’s.
- Work with the Customer Service Manager to agree performance KPI’s for each individual & team.
- Work with the Customer Service Manager to create input from resolutions process on customer services issues and track these against the KPI’s.
Development & coaching plans.
- Create individual development plans relevant to framework positioning, KPI’s & performance. Communicate these with relevant line manager & individual.
- Create a regular coaching schedule spending time actively listening and coaching advisors, internal sales & resolutions with specific reference to the 3 frameworks and development plans.
Induction plans.
- Work with relevant stakeholders to create bespoke induction programme's that are specific to each job role, aiding staff retention and fostering a customer centric approach.
Learning styles & training methods.
- Work with relevant stakeholders to identify learning styles and ensuring training provided is relevant to identified styles.
- Work with relevant stakeholders to develop varied product training materials and processes relevant to learning styles.
SKILLS/EXPERIENCE REQUIRED
- §Proven experience of the development and implementation of a successful customer service training programme.
- Excellent planning and analytical skills with experience/exposure to project management.
- Customer focused – dedicated to understanding the customers’ requirements and expectations.
- Build constructive and effective relationships.
- Great communication skills both written and verbal.
About Us
Here at Tyman UK and Ireland, our purpose is to transform the security, comfort, and sustainability of living and working spaces through our expert touch. Tyman UK and Ireland is one of three divisions within the Tyman Group which has over 4000 employees globally and facilities in 17 countries.
We believe the employment relationship is two-way, so from us you can expect a professional and safe working environment where teamwork is paramount. We are really looking for someone who is currently operating at this level in a similar role, however, linked to our value of ‘never stop growing’ we are open to individuals who may be looking for their next career opportunity.
