Customer Service Trainer - Cheltenham, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Cheltenham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

My Cheltenham based client are looking for a Contact Centre Trainer to join their team on a full time and permanent basis.

The role will be responsible for ensuring new colleagues meet the expectations of both the FCA and clients in terms of call quality and performance.

You will also be responsible for calibrating our standard with those of our clients and identifying trainingneeds in support of key stakeholders across the business.

Benefits:

22 days bank holidays
Competitive starting salary
Company pension scheme

- life Insurance

Flexible Working
Casual Dress
On-Site Parking
Referral and Wellness Programme
Office hours

Key roles and responsibilities:

Research, propose, design and maintain engaging training workshops to increase employee skill and confidence
Maintain training materials and records ensuring they are constantly updated
Run the induction and coaching programme during colleague's probationary period using a combination of classroom training, 'on the phones' training and one to one coaching
Assess the effectiveness and continually improve the training
Liaise with the Quality Team and performing continuous training needs analysis based on existing data, to identify knowledge gaps for existing staff and developing training plans to meet the individual or group need
Liaise with Team Managers following 11 reviews to identify training needs
Manage the annual training plan
Create a range of individual training, coaching and monitoring techniques to suit differing needs
Work closely with colleagues from multiple areas to ensure product launches, changing client needs and business updates run smoothly.
Abide by all regulatory and compliance requirements in carrying out the requirements of the role

Key Skills

Good knowledge of the debt collection sector
Good understanding of TCF and Data Protection principles and regulatory landscape
Experience within Call Centres
Strong communication skills across all levels
Excellent written skills
Good knowledge of Microsoft standard packages
Word, Excel and PowerPoint
Highly motivated with the ability to motivate others
Ability to design and implement refresher training at both regular scheduled intervals and when a need for performance management is identified
Ability to report to senior managers

Please contact for further details or call.