Customer Service Trainer

TN United Kingdom; High Wycombe; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is looking for a passionate individual to join their Customer Service team as a Training Specialist. This role is pivotal in designing and delivering training programs that empower Customer Service Advisors to excel in their roles. You will collaborate with various teams to ensure that all members are equipped with the skills necessary to provide exceptional customer experiences. This is a fantastic opportunity to make a significant impact within a high-performing team and contribute to the future success of the business.

Benefits

25 days holiday plus additional days

Pension scheme with employer contributions

Health cash plan

Paid volunteering days

Free parking and EV charging points

Qualifications

• Experience in designing and delivering learning programs.
• Strong attention to detail and organizational skills.

Responsibilities

• Design and deliver training programs for customer service team.
• Support continuous improvement of the contact centre.

Skills

Training Design

Customer Service

Learning Evaluation

Communication Skills

Presentation Skills

IT Proficiency

Organizational Skills

Negotiation Skills

Tools

Microsoft Office

Job description

About the role:

A newly created role designed to equip our Customer Service Advisors (CSAs) with the skills and knowledge to perform at their best.

This hands-on role involves training design and delivery to enhance content, embedding learning & development for CSAs to be fully competent in entry roles and progressing to multiskilled, Senior CSA, and team leader roles.

Reporting to the Talent Development Business Partner with a dotted line to the Customer Services Manager, you will have access to specialist knowledge and be part of the Customer Services team.

In collaboration with the Learning team, your responsibility will be to ensure all customer service team members have the skills and knowledge to deliver an exceptional customer experience through designing and delivering training programs. These include induction, mentoring, cross-training, and technical knowledge training, with regular evaluation and improvement of these programs.

You will support the development and continuous improvement of the contact centre as a key member of the Customer Service Management Team, aiming to deliver an exceptional customer experience.

About you:

We are seeking a passionate individual about customer service and training, with an understanding of customer needs, empathy, and the ability to signpost and resolve issues within a contact centre environment. Experience in call centre/customer service training is preferred.

Our ideal candidate has:

• Experience in designing and delivering learning.
• Experience with face-to-face, virtual, and digital learning design.
• Experience in learning evaluation using models like Kirkpatrick to assess ROI.
• Strong attention to detail, organizational skills, and the ability to manage multiple tasks.
• Ability to work in a fast-paced environment.
• Excellent communication skills, adaptable to various situations and audiences.
• Strong presentation and facilitation skills.
• Negotiation and influencing skills to achieve role outcomes.
• Proficiency in IT systems, including Microsoft Office.

This is a great opportunity to join a high-performing, specialist team and make a significant impact on our business's future.

Benefits:

We offer a comprehensive range of benefits, including:

• 25 days holiday (30 for Head of roles) plus three days between Christmas and New Year.
• Pension scheme with employer contributions of 7.5% or 9.5%.
• 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 EV charging points.

Applications:

We welcome applications from all community sections. Shortlisting will be based on the criteria in the person specification and mandatory questions. We review applications as received and may close the role early if a suitable candidate is found.

We are a Disability Confident employer and welcome reasonable adjustments requests at any recruitment stage. Please contact our Recruitment team for assistance.

For the full job description and person specification, see the attachment at the bottom of the page. For queries, email us, and we will respond promptly.