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About the role:
This newly created role is designed to equip our Customer Service Advisors (CSAs) with the skills and knowledge needed to excel in their roles.
As a hands-on position, you will utilize your training design and delivery experience to develop and enhance content, embedding learning and development initiatives for CSAs to become fully competent in entry-level roles and advance into multiskilled, Senior CSA, and team leader positions.
Reporting to the Talent Development Business Partner with a dotted line to the Customer Services Manager, you will be part of the Customer Services team, gaining access to specialist knowledge.
In collaboration with the Learning team, your responsibility will be to ensure all customer service team members have the necessary skills and knowledge to deliver exceptional customer experiences through designing and delivering suitable training programs. These include induction training, mentoring new team members, cross-training existing colleagues across contact centre disciplines, and working with colleagues across the business to develop technical knowledge training. You will regularly evaluate and measure the effectiveness of induction, learning, and coaching, driving continuous improvements in employee, colleague, and customer experiences.
As a key member of the Customer Service Management Team, you will support the development and continuous improvement of the contact centre to deliver outstanding customer experiences.
About you:
We are looking for someone passionate about customer service and training others, with an understanding of customer needs and empathy, as well as the ability to signpost and resolve issues within a contact centre environment. Ideally, you will have a background in call centre or customer service training.
Our ideal candidate will have:
* Experience in designing and delivering learning programs.
* Experience in face-to-face, virtual, and digital learning design.
* Experience in learning evaluation using models like Kirkpatrick to assess ROI at various levels.
* Strong attention to detail and organizational skills, capable of managing multiple tasks/projects simultaneously.
* Ability to thrive in a fast-paced environment.
* Excellent verbal and written communication skills, adaptable to various situations and audiences.
* Strong presentation and facilitation skills.
* Negotiation and influencing skills to achieve desired outcomes.
* Proficiency in IT systems, including Microsoft Office applications.
This is a great opportunity to join a high-performing, specialized team at a time when your contributions can significantly impact our business's future success.
Benefits:
We offer a comprehensive range of benefits, including:
* 25 days holiday (30 days for Head of roles) plus three days between Christmas and New Year.
* Pension scheme with employer contributions of 7.5% or 9.5% depending on your contribution rate.
* Health cash plan worth over £1,000 per year, covering dental, optical, prescriptions, flu jabs, and more.
* Paid volunteering days.
* Modern offices with free parking and electric vehicle charging points.
Application process:
We welcome applications from all community sections. Shortlisting will be based on the essential and desirable criteria outlined in the person specification and any mandatory questions.
Applications are reviewed as received, and interviews may be scheduled at any time. We reserve the right to close the role early if a suitable candidate is found.
We are a Disability Confident Employer and welcome requests for reasonable adjustments at any recruitment stage. Please contact our Recruitment team for assistance.
For the full job description and person specification, please see the attachment at the bottom of this page. For queries about this vacancy, please email us, and we will respond promptly.
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