Customer Service Training Specialist

Oneplan Underwriting Managers Ltd; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading underwriting company in Johannesburg seeks a Customer Service Training Specialist to design and deliver training programs. Candidates should have a Bachelor's degree and 5 years’ experience in training within the financial services sector. Responsibilities include developing training materials and evaluating training effectiveness. This role offers a significant impact on employee development.

Qualifications

• 5 years experience as a Customer Service Training Specialist or similar role within financial services.
• Experience in developing creative learning material.
• Sound knowledge of Learning Management Systems.

Responsibilities

• Conduct training needs analysis.
• Create and deliver training programs based on employee needs.
• Monitor and evaluate the effectiveness of training.
• Design and maintain functional learning program content.

Skills

Instructional Design

Creative learning material development

Multi-media experience

Knowledge of Learning Management System

Customer Service

Education

Bachelor's degree in Education, Human Resources, or related field

Job description

Job title : Customer Service Training Specialist

Job Location : Gauteng, Johannesburg Deadline : September 05, 2025 Quick Recommended Links

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Learning & Development

Conduct training needs analysis

Develop, compile and maintain training manuals, records and support materials as needs arise, ensuring that material remains current and relevant

Create, schedule and deliver training programmes focused on learning methods and based on employee needs, business priorities and best practice

Monitor and evaluate the effectiveness of training by deploying measurement and feedback tools that track outcomes and ensure alignment of objectives as well as to assess learners

Provide technical support and expertise through query resolution in support of the business in overall development of employees

Provide support with regard to new projects and technology

Design learning material by applying innovative techniques and best practices for effective delivery of content

Design and maintain functional and technical learning programme content and assessments

Design e-learning material (storyboards)

Design infographics, graphics, presentations and other

Develop e- Learning material to meet the defined and intended outcome of the training and suggest further action (i.e. observations)

Align learning material to meet best practices for learning

Develop programme content in line with quality standards for quality implementation purposes

Upload and test signed-off learning material on the LMS

Ensure learner understanding of material / subject matter by designing and developing assessment tools (pre and post) to assess strengths and developmental areas

Advise leadership on development issues based on the outcome of the assessments and provide reports to business on development gaps and completion rates

Ensure that assessments meet the agreed quality standards

Project Management

Initiate requested project by arranging and conducting kick-off meetings with relevant business units

Conduct needs assessments on training needs as required / identified by business by asking relevant questions, why, how, what etc.)

Consult with business areas to agree on reasonable and achievable deadlines

Facilitate joint analysis and design sessions, conduct business interviews and other information gathering techniques in order to determine learning material requirements

Develop and present a Customer Service training proposal and plan based on the needs assessment and make sound recommendations / provide effective and quality solutions to meet the identified need

Implement training and development plans

Plan and implement learning programmes

Coordinate resources associated with the design, development, testing and implementation phases of course content to ensure quality deliverables

Ensure that all proposals, training material, project milestones are signed off by the HR Director

Monitor achievement of project deliverables on a weekly basis and report on project status to the HR Manager / HR Director

Escalate any unresolvable queries / issues / challenges to the HR Manager / HR Director

C apacity Building

Discuss and explain feedback to the relevant business units to improve the overall quality of service.

Map the need for training and refresher programs to be initiated

Design capacity development interventions in collaboration with business units and coordinate the implementation of learning programs and coaching activities to address areas of development.

Ensure targeted communication and capacity building programs in the performance management process to enable managers to effectively evaluate and measure individual and team performance and to optimize performance and productivity.

In liaison with the Business Unit Managers and Talent Management teams, contribute to the implementation and management of employee development and talent management initiatives to address performance gaps related to capacity / knowledge gaps among employees.

Prepare and analyze Performance Improvement reports for the Management team to review.

Utilize reports on performance results for the development of action plans for agents.

Provide feedback and input into enhancements of processes, training and systems based on trends.

Fostering a culture of results, innovation, and quality assurance within the organisation.

Work Collaboratively

Build a culture of respect and understanding across the organisation

Recognise outcomes which resulted from effective collaboration between teams

Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation

Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained

Demonstrate consistent application of internal procedures

Plan and prioritise, demonstrating abilities to manage competing demands

Demonstrate abilities to anticipate and manage change

Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Bachelor's degree in either Education, Training and Development, Human Resources, or a related field.

5 years’ experience as a Customer Service Training Specialist / similar role within financial services industry & Call Centre environment (Desirable).

Instructional Design experience and developing creative learning material.

Multi-media experience – videos, graphic designing.

Sound knowledge of Learning Management System

Customer Service jobs