Support Trainer - London, United Kingdom - Tesla

Tesla
Tesla
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
What to Expect

  • The Tesla Support team is seeking a Trainer to facilitate engaging content and upskill the capabilities of Tesla Support employees in the country. This individual will take responsibility for ensuring the UKIE Tesla Support team is equipped to deliver the best ownership experience the world has ever seen for every customer contact. Key responsibilities include facilitating handson training, mentoring and supporting new starters and partnering with the Tesla Support Leadership team to close skill gaps and elevate the performance of their teams.


Utilizing your skills in facilitation, the Tesla Support eam and our customer journey paired with your passion for teaching and helping others, you'll get the opportunity to join Tesla at a time of rapid growth and innovation of our customer experience.

Our company growth means that onboarding new talent and raising the support competency of existing teams is top priority, and you'll be a key team member to make this happen in your country.


We Offer:

  • A dynamic and fastpaced environment where inclusion, learning and collaboration are key to success
  • The chance to work with innovative technology, advanced tools and software
  • Ongoing training and development to help you grow your skills and career
  • A competitive compensation and benefits package
  • A safe, clean and fun workplace
What You'll Do

  • Facilitate instructorled, onsite training of new Tesla Support Advisors and take full ownership of their onboarding into the role to set them up for success
  • Provide training handovers to Tesla Support Supervisors for all new team members
  • Collaborate with Tesla Support Leadership team to identify skills gaps within market and plug additional upskill session to ensure continuous improvement
  • Support ongoing training sessions to continuously develop all member through additional learning
  • Confidence in delivering training across all milestones of the customer journey; sales, delivery, service, vehicle support and roadside. Familiar with both Avaya and Oceana inbound channels
  • Able to manage training facility needs, learning needs and required admin tasks including coordinating training plan, travel and expenses
  • Consolidate all feedback to Tesla Support leadership and conduct training needs analysis with local management and leadership
  • Support and mentor new Tesla Support Advisors as needed throughout probation period to share best practices to raise the bar of the entire team
  • Maintain close relationships with partner teams to ensure training material is up to date and effectively cross skilling
  • Partner and collaborate with Tesla Support, Sales, Delivery Operations and Service colleagues to ensure the customer experience is consistent
What You'll Bring

  • A brand ambassador: you have a genuine affection for Tesla's products and mission. Especially keeping up with EV industry trends and local incentives
  • Digitally savvy. We want to offer our existing and future customers an omnichannel experience. This will mean a multitude of channels, from phone to chat, SMS and potentially video
  • Positive, enthusiastic and passionate
  • Strong facilitation and interpersonal communication skills
  • A flexible team player: Ability to travel at least 40% of the time
  • Facilitation, training and coaching experience strongly preferred
  • A multitasker: You thrive in an everchanging and fastmoving environment, prioritize effectively and can manage multiple work streams at once
  • Valid driving license held for a minimum of 2 years
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