Customer Service Trainer

7 months ago

High Wycombe, United Kingdom Paradigm Housing Full time

About the role: A newly designated role specifically created to equip our amazing Customer Service Advisors (CSA’s) with the skills and knowledge they need to perform at their best.

This is a hands-on role where you will use your training design and delivery experience to work on and enhance content, embedding learning & development for our CSA’s to be fully competent in entry roles and beyond into multiskilled, Senior CSA and team leader roles.

Reporting to the Talent Development Business Partner with a dotted line to the Customer Services Manager, you will have access to specialist knowledge and be part of the Customer Services team.

In conjunction with the Learning team, your remit will be to ensure that all members of the customer service (CS) team have the skills and knowledge to deliver an exceptional customer experience by designing and delivering appropriate training programmes. These include induction training and mentoring of new team members; cross training existing colleagues in all the contact centre disciplines; working with colleagues across the business to design and deliver specific technical knowledge training. You will regularly evaluate and measure the effectiveness of induction, learning and coaching, driving improvements to employee, colleague and customer experience.

Working as a key member of the Customer Service Management Team, supporting the development and continuous improvement of the contact centre, to deliver exceptional experience to customers. 

About you: We are seeking someone truly passionate about customer service and the training of others; someone who understands customers and can empathise whilst understanding the importance of signposting and resolution within a contact centre environment. You will ideally have a background in call centre / customer service training.

Our ideal candidate has the following:

Previous experience in designing and delivering learning. Experience of face to face, virtual and digital learning design Demonstrable experience of learning evaluation utilising the Kirkpatrick model (or similar) to calculate return on investment at various levels. Strong attention to detail and organisational skills, with the ability to manage multiple tasks/projects simultaneously. Ability to work in a fast-paced environment. Excellent verbal and written communication skills, adapting your style to a wide variety of situations and people. Strong presentation and facilitation skills. Have strong negotiation and influencing skills to get the required outcomes of the role. Proficient in the use of IT systems including all Microsoft Office applications.

This a great opportunity to join a high performing and specialist team at a time when you can have a real and personal impact on the future success of our business.

We have a comprehensive range of benefits which you can read about on our careers site, in the meantime, here’s a sample:

25 days holiday as standard to start (30 days for ‘Head of’ & above roles) plus three days between Christmas and New year.  Pension scheme: a defined contribution scheme with employer contributions of 7.5% or 9.5% depending on the employee’s contribution rate. Health cash plan – worth over £1, per year. Includes dental, optical, prescriptions, flu jabs and much more. Paid Giving Back Days (volunteering) Modern collaborative offices, with free parking and charging points for electric vehicles.

Applications

We welcome applications from all sections of the communities we work in with candidate shortlisting being conducted in line with the essential and desirable criteria set out in the person specification and any mandatory questions that may be applicable.

We review applications as received and may invite candidates to interview at any time, therefore we reserve the right to close this role earlier than the published date should a suitable candidate be identified.

We are proud to be a Disability Confident Committed employer and welcome requests for reasonable adjustments at any stage of our recruitment processes. Whether you have mobility requirements, you need larger print, or perhaps a quiet space before your interview please email our Recruitment team at to discuss.

For the full job description and person specification for the role please see the attachment at the bottom of this page. Should you have any queries about this vacancy please email and we will respond as soon as possible.

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