Training Manager

Training and Performance Manager - Customer Service Team - Bishops Stortford - up to £38,000 - Permanent 40hrs pwk.

We are very excited to be working with our award-winning client to hire an experienced learning and developmentprofessional to drive excellence throughout their customer service team. This is a fantastic opportunity to takefull ownership of designing impactful training and development solutions.

The Role:

You will work with the Head of Customer Service and Operations Director and be given full autonomy for designing, developing, delivering and evaluating interactive training using a mix of face to face and virtual training and development mediums. You will be responsible for analysing the service delivery methods, identifying the gaps and creating training and action plans to continuously improve the service delivery. It will be your responsibility to compile monthly performance reports, presenting data to the management team regularly to identify specific and continuous training.

Training and Performance Responsibilities:

  • Develop and improve training materials and content for both new and existing employees
  • Develop training material that integrates both classroom and 'live-on-the-calling-floor' sessions
  • Conduct role-playing activities to develop interpersonal skills
  • Ensure new hires pass the relevant training tests and assessments before they go live in the operation
  • Tracking and monitoring Voice and Non-Voice volumes against the specific forecasts and targets.
  • Tracking and monitoring all queues and backlogs in an effective manner
  • To proactively identify areas for performance improvement and work with the continuous improvement team on solutions

What you need to succeed

  • Work experience as a Customer Service Trainer, Learning and Development professional or similar role
  • Experience in sales or customer service positions is a plus
  • Knowledge of contact centre quality management programs
  • Knowledge of contact centre continuous improvement programs (desirable)
  • Excellent communication and presentation skills
  • Additional certification in training is a plus
  • Basic Microsoft Office package skills are required

Who are you?

You are passionate about learning and development and love delivering training!! You will be a flexible and approachable team player who is good at communicating ideas and methods, and you enjoy relationship building!

Work Location

This role is primarily basedin Bishops Stortford, where our client is currently operating a hybrid working pattern where staff must work a minimum of three days from the office.

  • 25 days holiday + Birthday + Bank Holidays
  • Wellbeing Programme
  • 40hrs per week

If you are a Training and Performance/Learning & Development professional looking for professional development, please get in touch with Samantha Chambers for further details!