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Customer Service Trainer

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    Up to £32,000 pa

  • Consultant:

    #

  • Email:

    dlee@merje.com

  • Job ref:

    DL/14888

  • Published:

    about 2 months ago

My client are a household name brand who are growing rapidly all over the world through the use of innovative technology and services that make a consumer’s life easier. Due to their constant expansion, they now have a requirement for a Customer Service Trainer at their London office.

RESPONSIBILITIES

  • Supporting UK and Ireland learning program across our in-house and Outsource partners
  • Produce training materials and maintain database of training for in-house and outsource partners  
  • Maintain updated records of training curriculum, material and internal knowledge base
  • Working alongside Quality Analysts  to identify individual and team skills gaps
  • Monitor and review the progress of trainees and report in collaboration with the QA team
  • Coordinate with LD manager mentorship programs for customer service
  • Undertaking train the trainer session across our in-house and outsource partners
  • Ensure all content is written in an engaging and accessible way for the relevant audience, and is consistent in terms of tone of voice, style and key messaging across customer service team
  • Facilitates day-to-day classes to assist CS team in gaining knowledge
  • Deliver as necessary CS induction and continuous improvement training
  • Support LD Manager to analyse problems and strategize for training solutions
  • Provide support and cover in QA when necessary

REQUIREMENTS

  • 2-4 years specifically in Customer Service at Trainer level or above
  • A passion for training and people development
  • Relevant experience of managing training projects
  • Familiarity with interactive learning activities
  • Experience of designing and delivering training within a contact centre environment
  • Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation with little supervision
  • Good interpersonal skills with all levels of management
  • Excellent verbal and written communication skills
  • Knowledge of Learning Management Software (LMS) is a plus
  • Understanding of learning styles and training cycle evaluation
  • Willingness to travel depending on business needs
  • Certification in training is a plus

This is an excellent opportunity where you will have the ability to grow with the company as it continues its rapid progress.  They also have an impressive head office in London with a whole host of facilities and perks on offer.