Training Officer - Oxford, United Kingdom - CCP

CCP

Verified Company

Oxford, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you an engaging and customer service driven Training Officer seeking an exciting opportunity within a Contact Centre environment?

Are you keen to create and deliver exciting training material to support staff inductions and continuous development?

CCP are delighted to be supporting a returning client with their appointment of a Customer Service Training Officer on a full-time, hybrid basis.

As well as the wider Customer Service Centre management team, you will work closely with the Workforce Planning and Efficiency Manager to provide a comprehensive training cycle to both new starters and existing staff members.

The successful Training Officer will possess exceptional organisational skills with the ability to effectively engage with various departments.

Through your knowledge of learning cycles and processes, you will produce and deliver considered training materials (both hard and soft) in a timely manner across this multichannel contact centre operation.

You will appraise calls and customer contact to access training success and provide feedback to enhance individual and team performance.

Responsibilities:

Create and deliver training programmes to improve skills and knowledge when dealing with a wide range of customer service enquiries.
Coach, monitor and upskill colleagues while identifying knowledge gaps and working with management to offer suitable support and planning training programmes.
Write, record, and maintain training records/learning development plans, including skills matrix and personal development plans.
Offer new concepts and ideas with a desire to improve the customer and agent journey, updating and developing existing training material.
Drive continuous improvements to enhance recruitment, onboarding, and the overall training cycle to ensure a proactive development across various levels.
Ensure that all relevant policies and procedures are adhered to and raise concerns when necessary.

Skills, Experience and Criteria:

Relevant experience in a similar training role or knowledge of services offered within the customer service contact centre.
Experience of working in a fast paced, contact centre environment.
Evidence of coaching and mentoring both on a team and one to one basis.
Proven record of devising and delivering successful training programmes in a customer service centre environment.
Experience of working in and actively influencing continuous improvement.
Excellent proficiency, accuracy, and attention to detail with strong IT skills, including Microsoft Office and PowerBI.
Demonstrate a flexible and adaptable working approach supporting the business requirements.

Benefits: