Customer Service Training Specialist

Oneplan Underwriting Managers (Pty) Ltd.; Sandton; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading insurance company in Sandton is seeking a skilled Customer Service Training Specialist. The role focuses on training new and existing team members in customer service excellence. Responsibilities include conducting training needs analysis, developing and delivering training programs, and supporting employee development through effective project management. Ideal candidates will have a strong customer service background and expertise in implementing training strategies.

Qualifications

• Proven ability to develop and implement training programs.
• Experience in monitoring and evaluating training effectiveness.
• Skills in creating innovative learning materials.

Responsibilities

• Conduct training needs analysis and develop programs.
• Monitor project progress and report to management.
• Foster a collaborative work environment.

Skills

Expertise in training techniques

Strong customer service background

Project management skills

Capacity building experience

Job description

We are looking for a knowledgeable, professional, and personable Customer Service Training Specialist to join our team! The ideal candidate will have a strong customer service background and expertise in implementing effective training techniques. The primary focus of this role is to train new and existing team members on the fundamentals of good customer service to ensure excellent service levels are maintained.

Learning & Development

• Conduct training needs analysis
• Develop, compile, and maintain training manuals, records, and support materials, ensuring they remain current and relevant
• Create, schedule, and deliver training programs based on employee needs, business priorities, and best practices
• Monitor and evaluate training effectiveness using measurement and feedback tools to track outcomes and ensure alignment with objectives
• Provide technical support and expertise, resolving queries to support employee development
• Support new projects and technologies
• Design learning materials using innovative techniques for effective content delivery
• Develop and maintain program content and assessments, including e-learning storyboards
• Create infographics, graphics, presentations, and other learning aids
• Develop e-learning materials to meet training outcomes and suggest further actions based on observations
• Align learning materials with best practices
• Ensure quality standards in program content and upload/testing on LMS
• Design assessment tools to evaluate learner understanding and developmental areas
• Advise leadership on development issues based on assessment outcomes and report on development gaps and completion rates
• Ensure assessments meet quality standards

Project Management

• Initiate projects with kick-off meetings
• Conduct needs assessments and gather requirements
• Coordinate with business units to set achievable deadlines
• Facilitate analysis and design sessions, conduct interviews to determine learning requirements
• Develop and present customer service training proposals and plans
• Implement training plans and coordinate resources
• Ensure all proposals and materials are approved by the HR Director
• Monitor project progress and report to HR management
• Escalate issues as needed

Capacity Building

• Provide feedback to improve service quality
• Identify training and refresher needs
• Design and coordinate capacity development interventions
• Implement performance management and talent initiatives to address performance gaps
• Prepare and analyze performance improvement reports
• Use reports to develop action plans and enhance processes
• Foster a culture of results, innovation, and quality assurance

Work Collaboratively

• Promote a culture of respect and understanding
• Recognize effective collaboration outcomes
• Facilitate cross-team cooperation and information sharing
• Engage stakeholders to develop joint solutions

Self-Management

• Maintain high standards of quality and productivity
• Follow internal procedures consistently
• Plan and prioritize effectively
• Anticipate and manage change
• Balance personal objectives with organizational needs