Training and Development Specialist

Our mission is to transform the car buying experience across the UK and Europe by providing better selection, flexibility, transparency, convenience and peace of mind. Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase, finance or subscribe to a car entirely online for delivery or collection in as little as 72 hours.

Cazoo was founded in 2018 by serial entrepreneur Alex Chesterman OBE, has a highly experienced management team and is backed by some of the leading global technology investors
Job Summary
Cazoo launched its online proposition in December 2019, allowing customers to order a car from the comfort of their own home and get it delivered to their door in as little as 72 hours by one of our Delivery Specialists. Our Customer Support Specialists in our contact centre support our customers throughout their car buying journey and onwards. The both play a key part in ensuring we always exceed customer expectations.

We have a fantastic opportunity to join the Training and Development team focussing on our Customer Support team in Leeds and our Delivery Specialists across the UK as a Training and Development Specialist. Working within the Customer Experience team, you will be passionate about delivering an outstanding Training experience. Your main responsibility will be the onboarding of staff into Cazoo. As a Training and Development Specialist you will also ensure that staff have the relevant resources and knowledge to be able to carry out their role and in turn delight our customers with an amazing car buying experience.
What you'll be doing Delivering customer experience training to our Customer Support staff and Delivery Specialists.
Maintaining, updating and facilitating training around the importance of the customer experience.
Working in partnership with the internal Cazoo teams and their partners to ensure all our training content is relevant.
Working closely with the Customer Support Management team, Logistics Management team and the broader Customer Experience team to identify any training gaps and/or requirements and create training content accordingly.
Providing detailed and constructive feedback to delegates throughout their training journey.
Collaborating with the wider Training and Development team ie. Coaching specialists and Knowledge management specialist.
Creating and maintaining training delivery material.
Comfortable running classroom-style training as well as virtual workshops.
The role holder will primarily be based around our Customer Support Centre in Leeds with occasional travel across our network of Customer Collection Centre.
Skills and Experience Required Great communication and facilitation skills
Previous experience of working in a training delivery role for customer facing teams.
Experience in the design and creation of training content (including creation of facilitator notes).
Demonstrable skills in creating and facilitating exciting and engaging training experiences.
Working understanding of a TNA process.
Experience training within a Contact Centre environment desired but not essential.
An eye for detail and a focus on quality.
Strong technical capabilities and experience with systems training.
Ability to update content quickly to a high-standard and understanding of document control as our processes change.
Ability to work independently and as part of a collaborative and close knit team.
Great at decision making, solving problems, and thinking on your feet. You'll be someone with a real 'Can Do' attitude.
Put the customer at the heart of everything you do.
You will live our values through your experience and passion for creating a great customer experience.

Along with a competitive salary, we offer an outstanding benefits package, including discretionary annual bonus and 25 days holiday (plus an extra day for your birthday). At Cazoo we are passionate about well being as such we provide an annual wellness fund and are partnered with a leading healthcare provider. We also offer a 5% salary matched pension scheme.
Useful info:
Our selection process will typically involve an initial chat with one of our recruitment team followed by a selection of competency based interviews with stakeholders and the hiring manager .

We know that diverse teams make better teams and we are an equal opportunity employer who values diversity and inclusivity. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, national origin, disability status or marital status.
Company
Cazoo
Posted
01/14/2022
Location
Leeds, United Kingdom, gb
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