NOW HIRING: Senior Training Officer (3-4 month, paternity leave cover, temporary assignment)
POSITION SUMMARY:
The Senior Training Officer in the Customer Operational Service (COS) Team supports the Customer Care team (within Data & Tech), being a trainer and training expert. The goal is to provide support and to facilitate training to all the customer-facing units. You will structure and use our knowledge to improve the Customer Experience.
The Customer Operational Service department provides guidance, services, and digital tools to producers and companies, helping them join our programs, achieve certification, monitor progress, trade, and make sustainability claims. Additionally, it helps them manage their supply chains and responsible sourcing relationships.
You will report to the Customer Operational Service Manager.
RESPONSIBILITIES:
* Monitor the established Training approach (Learning Cycle) that supports our response to inquiries, contributing to the Customer Experience:
* Measure the performance of customer-facing teams
* Gather feedback and review for improvement
* Ensure RA Trainers and staff have the knowledge they need to provide the best service to our customers:
* Create training materials (e.g.: bite size training and video creation) with the Subject Matter Expert as applicable
* Plan and host or facilitate training, workshops or case study sessions and follow-up following the training curriculum and learning approach
* Deliver and facilitate internal and external training
* Owner of the Rainforest Alliance Certification Platform (RACP) training curriculum
* Support the standardization, version control, and publication of all training materials in the relevant portals.
* Support the onboarding structure for Customer Care
QUALIFICATIONS:
* Education: Bachelor's degree or higher
* Work Experience: Minimum 2-3 years of relevant experience
* Experience with technologies and best practices for instructional manuals, teaching platforms, materials designs and video editing
* Travel Requirements: Ability to travel, including internationally
Notes: Only candidates legally authorized to work in the Netherlands or the UK will be considered.
If you have any questions about the job vacancy, please contact the HR department:
The Rainforest Alliance encourages diversity and inclusion across the global organization. With this commitment to diversity, we are proud to be an equal opportunity employer and do not discriminate on the basis of gender, race, color, ethnicity, religion, sexual orientation, gender identity, ages, disability and any other protected group.