Customer Service Business Trainer
Manchester (travel between City Centre + Training centre in Salford Quays)
Monday-Friday, 37.5 hours,core business hours (slight flexibility on hours ideal)

Summary of Role:
Working within our Customer Service Centre (CSC), to support the on boarding, training and of our new Customer Service Advisers.This person will act as a link between operations, leadership teams and central learning support. They will engage in gap analysis and also be responsible for the communication of new materials coming from the wider business.

Key tasks will include:
*Telephone skills and call handling training
*Additional training on key subjects (our internal systems and customer service)
*Documenting trainee progress and providing weekly updates
*Developing training materials and resources
*Opportunity for project work to enhance our customer service offerings
*Providing feedback on key stages of the journey
*There will be a requirement to work with colleagues at remote sites

Responsibilities
*Conduct all new hires take on basic training courses, including customer service training
*Identify individual and team skills gaps
*Schedule regular training sessions (e.g. monthly or quarterly)
*Liaise with managers and encourage on-the-job coaching
*Maintain updated training materials to keep processes current
*Maintain training records

Person Specification
*Work experience as a Customer Service Trainer or similar role
*Experience in customer service positions is a plus
*Knowledge of Learning Management Software (LMS)
*Familiarity with interactive learning activities
*Excellent communication and presentation skills
*Additional certification in training is a plus
*Proficient in Microsoft Office
*Track Record in design and delivery
*Strong interpersonal skills
*Ability to perform multi-tasks

Competences
*Customer Driven
*Integrity First
*Future focus
*One Team
*Purpose lead

Customer Services Business Trainer