Sales And Customer Care Trainer

YNAP GROUP; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global e-commerce company based in City Of London is looking for a motivated Trainer to join their Sales and Customer Care Training team. The role involves delivering effective training solutions, creating materials, and collaborating with key stakeholders. Ideal candidates possess strong communication skills, a training or management background, and a commitment to customer satisfaction. The position also offers flexible working arrangements, performance bonuses, and private healthcare.

Benefits

Performance bonus schemes

Pension contributions

Discount portal

Staff discount

Private healthcare

Flexible working

Supportive team environment

Qualifications

• Must have a training or management background.
• Experience in coaching and developing people.
• Ability to thrive under pressure.

Responsibilities

• Deliver training solutions in various styles.
• Create training materials responding to commercial needs.
• Evaluate ROI of training initiatives.
• Maintain relationships with key stakeholders.
• Flexibility to work varied shifts when required.
• Travel to other locations for training programs.

Skills

Sharp critical thinking

Time management

Engaging presentation skills

Public speaking

Creative problem solving

Positive attitude

Customer focus

Coaching and developing people

Job description

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distribution centres and 11 Customer Care centres who work in 11 different languages and are available 24/7, 365 days a year.

The Sales and Customer Care Training team is now seeking a talented Trainer to join the team based in our offices in Charlton, South East London. Reporting to the Sales & Customer Care Training and Quality Manager.

Incentives and

• Performance bonus schemes dependant on the type of role you are in
• A pension that both you and the company contribute to
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that supports each other

Responsibilities

• Training solutions – you will deliver in a variety of styles: classroom, workshops, coaching, facilitation, written training materials, role plays
• Professional delivery – you will deliver in a knowledgeable and confident way
• Topics – you will focus on the main areas of new starter inductions, customer care communication and inventory platforms, and service
• Creation – you will create training solutions in response to commercial needs and in accordance with the training department strategy
• Commercial awareness – you will be aware of Customer Care KPIs and continuously evaluate the ROI of all your training initiatives
• Training opportunities – you will continuously identify and share new training ideas with the CC Training Manager and Training Team
• Relationships – you will develop and maintain successful working relationships with all your key stakeholders
• Point of contact – you will be a knowledgeable "go to" and able to react and respond efficiently to urgent/ ad‑hoc training needs
• Informed – you will use your own initiative to stay up to date with business and industry developments
• Partner – with the Customer Care Leads Team to add value and propose solutions and improvements to customer experience
• Flexibility – at times you may also need to work a flexible shift pattern to match the needs of the business, including weekends
• International – you will be required to travel to other locations from time to time to deliver training programs

Qualifications and Desired Traits

• Analysis – you must be a sharp critical thinker and logical decision maker
• Meeting deadlines – you thrive under pressure and deliver using strict time management
• Communication – you are a phenomenal communicator, with engaging presentation and public speaking skills
• Creativity – you present old and new concepts in an innovative and memorable way
• Success focused – you are a creative problem solver who can overcome obstacles to achieve the end goal
• Leader by example – you have an infectious positive attitude and wholeheartedly endorse YNAP values and business priorities, applying discretion where required
• Customer champion – you always put the customer first and relentlessly encourage those around you to do the same
• Experience – you have either a training or management background and thrive on coaching and developing people to achieve their best

From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.